A Patient Centered Approach for Coordinating and Streamlining Care

Report
Process Improvement Leadership Development Program
University of Missouri, Columbia
Fall 2010
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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
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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.
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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?
__________________________________________________________________
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Would you prefer calling one number to schedule all annual exams?
very interested
slightly interested slightly disinterested
not interested
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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
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Do you have any problems in scheduling your annual exams currently?
very interested
slightly interested slightly disinterested
not interested
If you did, please comment: _____________________________________________________________________
______________________________________________________________________________________________________________________________
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Please tell us what you do or don’t like about our current processes today:
______________________________________________________________________________________________________________________________
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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
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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.
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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.
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Women requiring screening mammogram
Physicians
Nurses
Patient Service Representatives
OB/GYN Department
Radiology Department
Registration Department
Scheduling Department
University Health Care System
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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.
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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.
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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?
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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.

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