Process Improvement Leadership Development Program University of Missouri, Columbia Fall 2010 Erica Schulte Karla McNew Tanya Aldridge Ward Childers Dr. Holly Ford, Physician Champion Advisor: Dr. Kristin Sohl Advisor: Dr. Tom Selva Advisor: Julie Brandt Keri Simon, Executive Sponsor Colette Nolin Ted Brandt Tami Clark Lacey Weddle Currently women make an appointment for their annual exam and sometimes it gets linked to a mammogram if age/history appropriate. These services may be at different locations and on different dates. The vision proposed here would be that with a single contact with a concierge/scheduler, we could make several appointments to address multiple health care needs in the same visit. If possible, the patient would circle back to the physician/nurse and receive any available results before they leave or a commitment to contact them with the rest of their information. University of Missouri Women’s Hospital Here at University of Missouri Women’s Hospital, our number one goal is patient satisfaction. We are doing a brief survey to see what is important to you. It is important to us to give you what you want and need. Please take a few minutes to fill out this brief survey. We would really appreciate any feedback you could give us. • If you could get all screening exams (Well Woman Exam with Pap Smear, Mammogram, Dexa Scan and Lab work) done in one day would you prefer this? very interested slightly interested slightly disinterested not interested If you are interested, circle which tests you would like to have done in the same day. Well Woman Exam with Pap Smear Mammogram Dexa Lab If you are not interested, can you tell us why? __________________________________________________________________ • Would you prefer calling one number to schedule all annual exams? very interested slightly interested slightly disinterested not interested • Would you be interested in pre-registering for your appointment or scheduling your annual exams on-line, if available? very interested slightly interested slightly disinterested not interested • Do you have any problems in scheduling your annual exams currently? very interested slightly interested slightly disinterested not interested If you did, please comment: _____________________________________________________________________ ______________________________________________________________________________________________________________________________ ____________ Please tell us what you do or don’t like about our current processes today: ______________________________________________________________________________________________________________________________ __________________________________________________________________________________________________________________________________ ____________________________________________ Thank you very much for participating in this survey. If you could get all screening exams done in one day would you prefer this? 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Very Interested Slightly Interested Slightly Disinterested Not Interested If you are interested, circle which tests you would like to have done in the same day. 1 0.8 0.6 0.4 0.2 0 Would you prefer calling one number to schedule all annual exams? 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Very Interested Slightly Interested Slightly Disinterested Not Interested Would be interested in pre-registering for your appointment or scheduling you annual exams on-line, if available? 60% 50% 40% 30% 20% 10% 0% Very Interested Slightly Interested Slightly Disinterested Not Interested Do you have any problems in scheduling your annual exams currently? 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No If you have had problems, please comment: Hours I work 8-5 Scheduling Conflicts Staff Knowledge Assistants in Doctor Office had me call wrong hospital to get mammogram. They didn’t know that I should go to Regional for normal annual not Ellis. Which if for abnormal or problem mammogram. Confusion about where to go. Inconvenience Not too bad. But my Doctor schedules mammogram here. My lab is at their office, pap is their office. Sometimes little inconvenient. Not to bad. Just traveling north of Hallsville takes extra trips and time. Just getting around to it We surveyed for two weeks and received 84 responses. We had a 88% satisfaction rate with our beginning process. Overall 85% of woman taking survey wanted one number to schedule both well woman exam and mammogram. People-Patient, physician and employee satisfaction. Service and Quality-Offering women an opportunity to schedule well woman and mammogram with only one phone call. Also, by offering a mammogram to all women, of age, we help remind woman who may put this off or may forget. Finance and Growth-By offering each eligible woman a mammogram at their annual visit, we may increase volumes and revenue. Women requiring screening mammogram Physicians Nurses Patient Service Representatives OB/GYN Department Radiology Department Registration Department Scheduling Department University Health Care System By March 30, 2011, we aim to increase patient satisfaction by 25% (increasing from 88% to 91%) by allowing patients to call the OB/GYN Clinic to schedule both well woman exams and screening mammograms for the same date of service. Satisfaction is measured by the results from the survey we created. Developed a process for patients calling the OB/GYN Clinic to be able to schedule their Well Woman Exam and their Mammogram at same time. To implement we met with Training Department Manager, Tami Clark, to get training and IT arrangements set up. We also met with Colette Nolin, Assistant Manager Clinical Registration Services, to make sure she was aware of our plans and tentative go-live date. Lacey Weddle from the training department trained all OB/GYN PSR’s on January 21, 2011. Staff were split into two groups each attending a four hour class. Tami Clark and Lacey Weddle both visited the clinic on Monday January 24, 2011 to insure all individuals had the correct Cerner access and set up. They also confirmed each individual’s access and gave go ahead for pilot. Began Pilot on Tuesday January 25, 2011. Call all patients to review survey within 2-3 business days to determine the level of satisfaction with our new scheduling process. 1. Please rate the convenience of scheduling your Well Woman Exam and Mammogram with Missouri OB/GYN Associates. 1. Poor 2. 2. Fair 3. Good 4.Excellent Where you able to get all appointments scheduled with one phone call? 3. Did you experience any problems trying to schedule your Well Woman Exam and Mammogram? The vision of this team, is that this process will allow WCH to be the lead mammography site for providing well woman mammograms in the University System. Screening mammograms are the first pilot, but we envision scheduling other exams such as diagnostic mammograms and dexa scans at Missouri OB/GYN Associates. We believe that in only a short period of time, patients may not even realize that there was a different procedure prior to our current one. We also believe we will become more patient centered and our patients will have a more satisfying experience. This project has led to an increase in staff satisfaction at Missouri OB/GYN Associates. Staff have enjoyed the removal of “the middle man,” and have taken on the responsibility with open arms. They enjoy being able to offer the patient something more and feel like they are part of a huge step forward in customer service.