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Analysis of Front Desk Processes at the Vanderbilt Cancer Center

This study aims to improve front desk processes at the Vanderbilt Cancer Center to reduce patient waiting times and improve overall satisfaction. The analysis includes observing patient flow, generating flow charts, conducting timed studies, and gathering patient perspectives.

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Analysis of Front Desk Processes at the Vanderbilt Cancer Center

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  1. Analysis of Front Desk Processes at the Vanderbilt Cancer Center Rasheeda Stephens Advisor: Doris Quinn, Ph.D. March 23, 2001 BME Senior Design Project

  2. Vanderbilt Cancer Center • Serves on average 255 patients/day in middle TN. • Provides cancer treatment in the following areas:gynecology, medical oncology, surgical oncology, thoracic oncology. BME 273

  3. Main Objective To improve front desk processes, such as check-in, check-out, and appointment scheduling, so patients are seen at their appointment time. BME 273

  4. Problems • Reasons for Long Patient Waiting Time: • Paperwork Processing and Insurance verification are time consuming. • The method of Appointment Scheduling can not manage delays. • Patients do not arrive early ( 1 hour) for laboratory work. BME 273

  5. Significance • This system improvement analysis could: • Improve patient access to the Vanderbilt Cancer Center. • Improve overall satisfaction of ailing cancer patients. • Optimize health care delivery of the Vanderbilt Cancer Center. BME 273

  6. Tasks • Observe Patient Flow and Personnel. • Generate Flow-charts of Front Desk Procedures. • Perform Timed Study on length of Patient Waiting Time. • Survey Patients to discuss their perspectives of the entry processes. • Perform Telephone management study to observe the distraction of telephone usage with personnel duties. BME 273

  7. Check-In Process BME 273

  8. Check-In Process 10-30 min. BME 273

  9. Solutions • The delays in the Patient Check-In process were extracted. • A new process has been implemented to limit insurance verification time and patient form preparation. BME 273

  10. Patient Access and Capacity BME 273

  11. Work in Progress • Current Work: • Gathering data from Telephone management study of front desk and clerical personnel’s daily usage. • Future Work: • Perform timed study on length of time from check-in to patient entry into exam room. • Conduct patient survey for patient perspective of waiting time. BME 273

  12. Acknowledgements • Dr. Doris Quinn • Wendy Leutgens • Dr. Paul King BME 273

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