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PPRNet August 23, 2014

Redesigning Our Scheduling to Improve Provider and Staff Satisfaction and our PPRNet CQM Performance. PPRNet August 23, 2014. Kristen Dutter Ripon Family Physicians. Why we needed a change:. Our Providers. Extended Office Hours. 7AM – 7PM Monday - Thursday. 7AM – 5PM Friday.

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PPRNet August 23, 2014

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  1. Redesigning Our Scheduling to Improve Provider and Staff Satisfaction and our PPRNet CQM Performance PPRNet August 23, 2014 Kristen Dutter Ripon Family Physicians

  2. Why we needed a change:

  3. Our Providers

  4. Extended Office Hours 7AM – 7PM Monday - Thursday 7AM – 5PM Friday

  5. Provider Adjustments • Created some 6 hour shifts, instead of 8. • To keep the same # of patients per provider, per day (22), we created some 10 minute slots for acute, same-day appointments, and fewer breaks. • Never more than 3 providers in the office at a time. • 3exam rooms available for each provider

  6. Provider Schedule – average week Gray boxes mean that provider is out of the office.

  7. Reception Staff Adjustments • 2 Staff for check-in/out from 7-8AM • Lab opens at 7AM • 1 Staff for check-in/out from 5-7PM • Cross-Trained for check in/out • Perk: All Staff get ½ day off each week (or 1 day every other week) • Phone hours remain 8-5, with special Voicemail box for Cancellations and Appointment requests.

  8. Shift Planning for Staff

  9. Medical Assistant Adjustments • 5 Medical Assistants – Max of 3 Providers at a time • Extra MA’s not working with a provider are assigned to Refills, Walk-Ins, lunch coverage and working PPRNet reports. • No MA has more than one late shift/week. • After 5pm, 1 MA rooms for 2 Providers. Acutes;No procedures. 1 2

  10. Shift Planning – Monday

  11. Shift Planning - Friday

  12. Impact on Patient Outcomes (via PPRNet) Prior to our extended hours, working the PPRNet reports was sporadic at best. Now there’s scheduled time for that. Started Extended Hours April 2013

  13. Tracking our Work

  14. DM Patients with BP in 6 months

  15. ACE/ARB for CKD patients

  16. AHA/ACC Cholesterol Guidelines Print the list for each provider, with their patients names high-lighted for review.

  17. PPRNet Message Template ||PAT_FNAME|| ||PAT_LNAME|| appears on PPRNet report for: «*» Measure Description/Criterion:  «*» Eligible patients: «*» Comments: «DEL» «*» Please review.  If changes need to be made or you have questions - please forward them to your nurse.  Thank you.

  18. Positive Outcomes • Waiting room is less crowded • Patients love the convenience • Providers like having more time with their family • Staff has adjusted and now likes their new hours • PPRNet reports are worked on more regularly • Added appointment slots and percent of unfilled slots went down slightly. • More available same-day appointments

  19. Contact Info: Kristen Dutter kdutter@RiponDocs.com (209) 599-4211 x 111

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