Case study: Administrator Presents Insights and Action Plan, Improves Employee Morale
Organisation: Sundridge Medical Practice
Job function: Administration
Job title: Administrator
Company Size: ~20 employees
Programme: Level 3 Data Citizen
Programme duration: 13 months
"My whole outlook has changed. Now I start to think of how to categorise data as we’re collecting it and why we’re sending data. I can now see the different ways to best communicate with and present data to different types of people."
Madhavi Thatikonda, Administrator
Seeing the data in everything
Madhavi initially saw the Data Citizen Apprenticeship as an opportunity to become more efficient in her work processes and stay updated and relevant. But she hadn't realised just how integral data is to her role.
When a doctor at Sundridge wants to refer a patient, Madhavi processes data to book an appointment with the relevant specialist through an e-referral system. She also manages and regularly audits "fast-track" referrals for patients with suspected cancer. And she handles third-party requests for patient data (e.g. from insurers or employers).
Now in hindsight, she says, "everything I touch and see is data".
Designed and presented action plan to management
based on analysis of patient feedback
Raised employee morale
by collecting and highlighting positive patient comments
Collecting and analysing patient feedback
Sundridge conducts an annual patient survey to collect feedback around quality of care, standard of facilities, experience booking an appointment and other service aspects. Madhavi collects, cleanses and analyses the data from this survey.
This year she saw the project as a chance to try out some of her new data skills. She applied her learnings on the apprenticeship to join some 130+ survey responses, combining her colleague's dataset using PowerQuery. She also built pivot tables—a personal first—to further consolidate the data and then created different data visualisations to present and highlight patterns in patient responses.
"I was surprised by how closely the programme has complemented my role. Especially the work I was already doing with processing patient feedback, it just mapped to all the KSBs for the apprenticeship."
Madhavi Thatikonda, Administrator
Presenting insights and raising morale
Once she'd pulled together insights from the survey data, Madhavi drafted an action plan for improvement. She then presented her findings and the action plan at a staff meeting. The feedback data, along with her visualisations and action plan, were published on Sundridge's website. She says the apprenticeship gave her the confidence to present.
But one of the most rewarding outcomes of the project for Madhavi was being able to raise employee morale. The comments she shared from patients praising their experience were met with applause from the staff.
Madhavi is now looking at fast-track referrals for her next project. She wants to create a dashboard to help Sundridge more closely monitor referrals for patients suspected to have cancer. If the project proceeds, it could help these patients more reliably receive a diagnosis and urgent care. This dashboard will inform clinicians about the quality of their referrals which will enhance their diagnostic acumen and prompt learning needs.
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