Location via proxy:   [ UP ]  
[Report a bug]   [Manage cookies]                
Scribd Logo
Upload

Welcome to Scribd!

  • 45 views

    Patient Flow and Wait Time

    Uploaded by

    Anisa
    The document describes the results of a Failure Modes and Effects Analysis (FMEA) conducted to reduce patient wait times during regular office visits. The analysis identified several potential failure modes across 9 steps in the patient appointment process, including inaccurate patient information leading to scheduling errors, lack of required documentation causing rescheduled appointments, and unpaid account balances disrupting patient flow. Risk mitigation actions are proposed like maintaining an accurate patient database, confirming insurance coverage, and reminding patients of payment and cancellation policies. The total risk priority number calculated for the process was 1209.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Patient Flow and Wait Time

    Uploaded by

    Anisa
    45 views3 pages
    The document describes the results of a Failure Modes and Effects Analysis (FMEA) conducted to reduce patient wait times during regular office visits. The analysis identified several potential failure modes across 9 steps in the patient appointment process, including inaccurate patient information leading to scheduling errors, lack of required documentation causing rescheduled appointments, and unpaid account balances disrupting patient flow. Risk mitigation actions are proposed like maintaining an accurate patient database, confirming insurance coverage, and reminding patients of payment and cancellation policies. The total risk priority number calculated for the process was 1209.

    Original Description:

    o

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The document describes the results of a Failure Modes and Effects Analysis (FMEA) conducted to reduce patient wait times during regular office visits. The analysis identified several potential failure modes across 9 steps in the patient appointment process, including inaccurate patient information leading to scheduling errors, lack of required documentation causing rescheduled appointments, and unpaid account balances disrupting patient flow. Risk mitigation actions are proposed like maintaining an accurate patient database, confirming insurance coverage, and reminding patients of payment and cancellation policies. The total risk priority number calculated for the process was 1209.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    45 views3 pages

    Patient Flow and Wait Time

    Uploaded by

    Anisa
    The document describes the results of a Failure Modes and Effects Analysis (FMEA) conducted to reduce patient wait times during regular office visits. The analysis identified several potential failure modes across 9 steps in the patient appointment process, including inaccurate patient information leading to scheduling errors, lack of required documentation causing rescheduled appointments, and unpaid account balances disrupting patient flow. Risk mitigation actions are proposed like maintaining an accurate patient database, confirming insurance coverage, and reminding patients of payment and cancellation policies. The total risk priority number calculated for the process was 1209.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 3

    9/14/2015

    InstituteforHealthcareImprovement:FailureModesandEffectsAnalysisToolProcessDataReport

    FailureModesandEffectsAnalysis(FMEA)Tool

    PatientFlowandWaitTime
    StephenGabrielEMBAExecutiveHealthCareAdmin.
    OaklandTownship,Michigan,UnitedStates
    ConsultingPractice

    Aim:ReducePatientWaitTimeDuringRegularOfficeVisit
    ProcessData
    Date:11/30/2004
    Step

    Description

    PatientTelephoneCalltoScheduleAppointment

    FailureMode

    Causes

    Patientkeptonhold,lostcall, Operatorisoverwhelmed,
    unansweredphone,closed
    Poorlytrainedstaff,unclear
    forlunch,wrongextension.
    jobdescriptionand
    proceduralguidelines.
    Multipletypesofofficephone
    callsenteringononeline:
    "Push#2for???"

    Effects
    FrustratedPatient/Staff.
    Improperscheduling.Hectic
    officeroutine:"Somebody
    scheduleline2!"Disrupted
    officeflow.

    Step

    Description

    ReviewPatientAppointmentHistories,PatientandAccountStatus.

    Occ Det Sev RPN Actions


    4

    10

    280 DedicatedPersonneland
    phonelineforappointment
    scheduling:nofiltering,that
    isrollinglinestomultiple
    unrelatedworkstations.
    Maintaininghighlytrained
    anddedicatedScheduler
    withclearprocedures
    outlinedandadequate
    staffing.

    FailureMode

    Causes

    Effects

    IfPatienthasanerratic
    schedulinghistoryasin
    ReschedulesorNoShows,
    theymustberemindedofthe
    Cancellations/NoShowPolicy
    andtheconsequencesofnot
    arrivingontheexpectedday
    andtime.

    Noncompliantpatient
    (Dangerous).
    Elderly/forgetfulpatient.Lack
    ofcommunicationbetween
    caregiver/transportationand
    patient.

    Delaysinseeingother
    patients.DisruptioninOffice
    RoutineandSchedule.
    LoweredIncomeand
    Productivityfromstaff.
    Disgruntledstaff.Trendsare
    veryimportanttoobserve
    anddealwithatalllevels.

    45 Clearandexplicitguidelines
    fornoncompliancemustbe
    communicatedinwritingas
    handoutstopatients,posted
    policyinofficeandverbally
    addressedduringallrelevant
    conversationsbyallstaff
    includingandespeciallythe
    physicians.

    AccountStatusreviewis
    necessaryforidentifying
    noncompliantpatients.The
    patientwithagoodpayment
    historywillreflectthesame
    behaviortowardsmedical
    compliance.Makepayment
    arrangementsandkeeping
    themuptodate.

    Noknowledgeofoutstanding
    accountbalance,poorpatient
    information.Lowincome
    level.Embarrassedto
    addresstheissue.Billing
    mistakesnotthepatients
    fault.

    Increasedpatientstressand
    noncompliance.Disruptionof
    officeroutineandschedule.
    Lostincome.

    48 APatientElectronicdatabase
    thatisaccurateandupto
    datewithcompleteand
    concisePatientappointment
    andaccounthistoryavailable
    toadedicatedappointment
    scheduler.

    Patientisnotactive.Doesnot
    havePCPorisassignedto
    anotherPCP.Donotaccept
    patientsinsurancecoverage.

    Patientnotknowledgeableor Poorornoreimbursment.
    misinformed.Patientistrying
    toreceivetreatmentwithout
    fulfillingtheircontractual
    responsibilities.

    56 APatientElectronicdatabase
    thatisaccurateandupto
    datewithcompleteand
    concisePatientappointment
    andaccounthistoryavailable
    toadedicatedappointment
    scheduler.

    Step

    Description

    SchedulePatient

    Occ Det Sev RPN Actions

    FailureMode

    Causes

    Effects

    ImproperAppointmenttype.

    Lackofclearguidelinesfor
    Schedulerforsetting
    priorities.Lackofclear
    appointmenthistoryavailable
    toscheduler.Lackofclear
    understandingbypatientas
    towhytheyarecalling:"The
    Doctorwantsmetocomein."

    DisruptedPatientflow.
    Disgruntledpatientandstaff.
    Lostincome.Doctorspissing
    andmoaning.

    NotthePatientsPCPornon
    participating.

    Changeincoverageor
    employment.

    Nonpaymentanddisrupted
    officeschedule.

    Step

    Description

    PatientTelephoneRegistration

    FailureMode

    Causes

    InaccuratePatientFinancial
    Information.

    Lapsedorchangedcoverage, Possiblenonpayment,
    changeinemployment.
    especiallyifitisaHMOand
    patientisnotassignedto
    physician.Rebilling,lost
    incomeandinefficientuseof
    employeetimeandpoor
    moral.

    Effects

    Occ Det Sev RPN Actions


    16 Standardized,structured
    patientSchedulewithFixed
    timeslotsforeachtypeof
    visit.Clearunderstandingby
    scheduleroftimeframe
    requiredforeachtypeof
    visit.APatientElectronic
    databasethatisaccurate
    anduptodate.
    108 Confirmpatientinsurance
    coveragewithcarrier.

    Occ Det Sev RPN Actions


    2

    http://app.ihi.org/Workspace/tools/fmea/ProcessDetailDataReport.aspx?ToolId=854&ScenarioId=1070&Type=1

    16 Confirmingpatient
    informationwithboththe
    patientandtheinsurance
    company.Electronic
    databasethatisaccurate
    anduptodatewithcomplete
    andconcisePatientmedical,

    1/3

    9/14/2015

    InstituteforHealthcareImprovement:FailureModesandEffectsAnalysisToolProcessDataReport
    appointmentandaccount
    history.

    InaccuratePatientMedical
    Information.

    Patientnotclearwhythe
    "Doctorwantsmetocome
    in".Schedulerdoesnotcross
    referencepatientmedical
    historytoconfirmproper
    appointmenttype.

    Step

    Description

    RunDailyAppointmentConfirmation

    Disruptedofficeflowand
    schedule.Lostincome,
    unhappypatient/staff.Return
    foranunnecessaryvisit.

    FailureMode

    Causes

    Wrongappointmenttype
    madeduringcurrentday.

    Poorpatientinformation
    Disruptedscheduleand
    availabletoscheduler.Lack disgruntledpatientsandstaff.
    ofpatientknowledge.
    Schedulerrushedtomake
    appointmentanddidnot
    confirmwithmedicalrecords.

    Effects

    Step

    Description

    Patient24hourpriortoappointmentreview,MedicalandAccount
    Status.
    Effects

    Occ Det Sev RPN Actions


    3

    FailureMode

    Causes

    Requiredpatientmedical
    informationfornextday
    appointmentnotonhand,i.e.
    Labs,reports,authorizations,
    etc.

    Breakdownin
    Revisit,orwrong
    communicationswithother
    appointmenttype.
    officesorpatient.Requestby
    Physicianforinformationnot
    followedthroughon.

    Accountnotuptodate.

    Patientforgot.Noncomplant Lostincome.Disruptedoffice
    patient.
    signin.

    Step

    Description

    PatientAppointmentreviewbyPhyscianandMedicalAssistantfor
    nextdayapptiontment.

    FailureMode

    Causes

    Effects

    Physicianandstaffnot
    preparedfornextdays
    patients.Physicianand
    medicalassistantneedto
    establishaCarePlanfor
    eachpatientdetailingchain
    ofeventsoncepatientis
    broughtback.

    Hecticpatientcare.Staffnot
    knowingwhattoexpector
    secondguessingwhatthe
    physicianhasplanned.

    Poorhealthcare,disrupted
    officeflow,stressedstaff,
    patientexperiencesan
    unorganizedanddisrupted
    officeandlossesfaithincare
    beingprovided.

    Step

    Description

    Requestrequireddocumentation.

    FailureMode

    Causes

    Inadequateorincomplete
    documentation.

    Forgottenbypatient.Notsent Disgruntledpatientand
    fromLab,Ancillaries,etc.
    disruptedofficeschedule.

    Effects

    Step

    Description

    ConfirmAppointmentDaily.Requestpaymentandremindnon
    compliantpatientofCancelationPolicy.

    FailureMode

    Causes

    Accountnotuptodate.

    Noknowledgeofoutstanding Lowornoreimbursment
    accountbalance,poorpatient
    information.Lowincome
    level.Embarrassedto
    addresstheissue.Billing
    mistakesnotthepatients
    fault.

    Effects

    128 Step5,6,and7.Confirming
    patientinformationwithboth
    thepatientandtheinsurance
    company.Electronic
    databasethatisaccurate
    anduptodatewithcomplete
    andconcisePatientmedical,
    appointmentandaccount
    history.

    120 Standardized,structured
    patientSchedulewithFixed
    timeslotsforeachtypeof
    visit.Clearunderstandingby
    scheduleroftimeframe
    requiredforeachtypeof
    visit.

    Occ Det Sev RPN Actions


    160 RemindPatientduring
    appointmentconfirmation
    call.Contactothers
    responsibleforinformation.
    Electronicdatabasethatis
    accurateanduptodatewith
    completeandconcisePatient
    medical,appointmentand
    accounthistory.
    16 RemindPatientduring
    appointmentconfirmation
    callofnecessitytomake
    paymentatofficevisit.

    Occ Det Sev RPN Actions


    3

    60 Reviewofmedicalchecklist
    andpatientchartwith
    medicalassistantandgain
    anyadditionalinformation
    physicianrequiresbefore
    appointment.Makesure
    properstaffingisavailable
    fornextday.

    Occ Det Sev RPN Actions


    3

    96 Properlytrainedstaffwith
    clearandspecificjob
    descriptions.Checklistfor
    recordsrequests.Electronic
    databasethatisaccurate
    withcompleteandconcise
    Patientmedical,appointment
    andaccounthistory.

    Occ Det Sev RPN Actions


    3

    60 APatientElectronicdatabase
    thatisaccurateandupto
    datewithcompleteand
    concisePatientappointment
    andaccounthistoryavailable
    toadedicatedappointment
    scheduler.

    CalculatedTotals
    TotalRiskPriorityNumberfortheprocess

    1209

    Occ: LikelihoodofOccurrence(110)
    Det: LikelihoodofDetection(110)
    NOTE: 1=VerylikelyitWILLbedetected

    10=VerylikelyitWILLNOTbedetected

    Sev: Severity(110)
    RPN:RiskPriorityNumber(OccDetSev)

    http://app.ihi.org/Workspace/tools/fmea/ProcessDetailDataReport.aspx?ToolId=854&ScenarioId=1070&Type=1

    2/3

    9/14/2015

    InstituteforHealthcareImprovement:FailureModesandEffectsAnalysisToolProcessDataReport

    Annotation
    None

    http://app.ihi.org/Workspace/tools/fmea/ProcessDetailDataReport.aspx?ToolId=854&ScenarioId=1070&Type=1

    3/3

    You might also like