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May 21, 2013. OPAC Registration process. Phase one (May 2012) Joint SLCH/WUSM team to develop future state registration recommendations for the OPAC Phase two (June 2012 – present) Adhoc groups developed to address phase one task force recommendations. Two phase approach. - PowerPoint PPT Presentation
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OPAC REGISTRATION PROCESSMay 21, 2013
TWO PHASE APPROACH
Phase one (May 2012) Joint SLCH/WUSM team to develop future
state registration recommendations for the OPAC
Phase two (June 2012 – present) Adhoc groups developed to address phase
one task force recommendations
PHASE 1 TEAM CHARGE AND CONSIDERATIONS
Charge - to bring a recommendation to the oversight committee for handling registration and waiting at OPAC
Considerations The patient and family experience How current IT systems can facilitate the
registration process Current process improvement efforts underway on
the main campus Situations where joint registration happened today Potential impact on space and FTEs
PERCEIVED FAMILY EXPECTATIONS
One registration Smooth flow between transition points Minimal wait for registration process Ability to go directly to your destination Staffed reception area at building front door Private practice feel
CURRENT STATE
In most locations, patients register at each location they visit which frequently results in multiple registrations in a single day
In others such as OC and HCI, patient experience is to register once, with staff doing double work to get information into all IT systems
SLCH and WUSM have different required registration fields
Frequency of form completion, such as consent to treat/CAFA, is widely different between institutions
OC & SOUTH COUNTY SCC CURRENT STATE In March 2013, a current state analysis was
completed at the OC and South County SCC. The processes observed were registration and check
in. While the majority of the facility’s patient population
are adults, the key findings should be taken into consideration for the OPAC.
KEY FINDINGS
Multiple signing of the HIPAA/Consent to treat form Multiple systems used to update patient information,
which caused incorrect information to go to AMPI Changes to patient’s demographics were completed
when front desk wasn’t busy versus at time of review with patient
Some patients were checked in by Wash U employees and others by BJC employees.
PATIENT FLOWS FOR CONSIDERATION Orthopedic Surgery office visit with Radiology and
Therapy Surgery Pediatric office visit with Lab Timeshare joint visits
Otolaryngology and Audiology Neurology and EEG
WUSM office visit only SLCH office visit only 2 SLCH only visits 2 WUSM only visits
9
Overall Building Adjacency DiagramTwo-Story Option A
Decentralized SLCH Waiting/Registration
2ND FLOOR
1st FLOOR
10
Overall Building Adjacency DiagramTwo-Story Option B
Centralized SLCH Waiting/Registration
2ND FLOOR
1st FLOOR
RECOMMENDATIONS
Check-in and Registration will be decentralized except where it makes sense to consolidate
Suggested areas that may be able to be physically consolidate check-in/registration are: Lab and Imaging Pediatric Suite and Infusion Time Share Suite and Audiology Orthopaedic Surgery and Imaging
Where ever possible, areas seeing patients for the first appointment of the day need to complete registration for all appointments that day.
Surgery
BUILDING SERVICES
PAWS
SURGERY EXITLOBBY/Building Common:
Greeting Station, Conference Rooms,
Sibling Play Room, etc.)FOOD KIOSK
Public Restrms
TherapyServices Orthopedics Imaging
Lab
Pharmacy
OphthalmologyPediatrics
InfusionTimeShare
Audiology
Psychology
LOBBY
Public Restrms
12
Overall Building Adjacency DiagramTwo-Story
HYBRID Waiting/Registration
2ND FLOOR
1st FLOOR
Combined Imaging and Lab
Combined Peds and InfusionCombined TS and Audio
NEXT STEPS
Evaluate and standardize the registration process between SLCH and WUSM
Cross-train WUSM and SLCH staff to facilitate registration of all patients regardless of service utilized.
Standardize required registration fields between SLCH & WUSM
Standardize frequency of form completion requirements
Develop process to share scanned documents such as insurance cards between SLCH & WUSM
APPENDIX
PHASE ONE TASK FORCE MEMBERS
WUSM Kelley Mullen Jennifer Albertina Sheri Farber Ron Faulbaum Joy Haven Dana Sterbenz
SLCH Angie Woods Pam Carpenter Sharon Bader Debbie Joseph Roanne Karzon Jean Stroud Mary Cody