Managing and reducing waiting lists in community services

In the current economic climate, public services find their resources more and more restricted, frozen or reduced. The Department of Health offers advice about managing waiting lists, but this is mainly for hospitals and consultant-led services. But community services are often just as stressed. Referrals soar and so do waiting lists. Some examples are lists in primary care counselling and all sectors of mental health; dietetics; physiotherapy; occupational therapy; speech and language therapy; and audiology. In these sectors and some others, we can act innovatively and systemically to reduce waiting lists. There is a great deal that can be done to improve things.

When staff are working long, hard hours it seems easiest to just 'work until you drop' and think that's the best you can do. But giving a team some time to stand back, think collaboratively and do things differently will be much more effective. The whole service or team can then agree a coherent plan to take control of the list and manage things effectively while maintaining respect and sensitivity to the needs of patients/clients. This is perfectly possible and may even lead to a better service and more rewarding clinical, professional and team satisfaction.

Please feel free to download and use the topic sheets below.

Topic sheets to manage waiting lists

  1. Waiting list management in community services — an overview
  2. Waiting list tips
  3. Hopeful beginnings
  4. Using a solution focused approach: helpful questions
  5. Using a solution focused approach in time-limited session situations
  6. The Waiting List package — outline
  7. Waiting lists: resources

For further information and/or team facilitation to help with waiting list management in community services, contact Carole Waskett at Northwest Solutions on carole@waskett.org or call 0161 959 6515.