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Clinic Flow and Appointment Systems:
The Nuts and Bolts of Clinic Management Part 1

Clinic Flow and Appointment Systems:
The Nuts and Bolts of Clinic Management Part 1. Workbook Guide Health Care Education And Training Region V Family Planning 2010.

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Clinic Flow and Appointment Systems:
The Nuts and Bolts of Clinic Management Part 1

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  1. Clinic Flow and Appointment Systems:
The Nuts and Bolts of Clinic Management Part 1 Workbook Guide Health Care Education And Training Region V Family Planning 2010

  2. Sharon Black reports that she is owner of and consultant for Sharon N. Black Consultants, LLC. As stated in the No Conflict of Interest policy maintained by Health Care Education and Training, Sharon Black agrees to present the following information fairly and without bias. Funding for this program was provided through the Region V Training Project of Health Care Education and Training. No commercial financial support was used. Disclosures

  3. Housekeeping • Please remember to complete the Pre-test, Post-test, Sign In form and Evaluation Forms. Fax to HCET at (317) 247-9055. • Save the date for Clinic Flow & Appointment Systems Part 2 (June 16, 2010).

  4. Need Assistance? • For assistance with registration or presentation materials, call HCET at 317-247-9008 • For technical issues connecting to the Genesys Conferencing System, call the Genesys Help Desk: 1-800-305-5208

  5. Sharon “Shari” Black, BSN A registered nurse since 1969, Shari was an administrator for Multnomah County Health Department (Portland, Oregon) in family planning and primary care program management from 1973 until 1991. She then served as associate director and finally director of the Primary Care Division in 1993. Her background in ambulatory public health and primary care, as well as more than 30 years’ experience in clinic management, has taken her to health care facilities from Iowa to Alaska to the former Soviet Union. Shari currently sits as Chair of two boards focused on Reproductive Health and Public Health. Her past includes participation on a National Family Planning board. She formed Sharon N. Black Consultants in 1996.

  6. Learning Objectives After completing this session, participants will be able to: 1. Describe the concepts related to desired clinical production. 2. Determine service capacity for the case study clinic. 3. Describe the principles of appointment system design.

  7. Appointment Introductions • Relationship • Availability of care • Quality of care Your appointment system is the key

  8. Desired Clinical Production Estimates Productivity estimates are often made based on the following variables. • Grant expectations and commitments • Revenue generation • Current staff and system capacity • Productivity history

  9. Case Study • Sea Breeze Women’s Health Center • The story: Page 4-5

  10. Step 1: Desired Clinical Production Estimates • Desired Production Estimates Form A: Page 6 • Blank Form A: Page 7 * • Questions and discussion * Learning Community Activity

  11. Step 2: Capacity Estimate • The story: Page 8 • Provider Data Gathering Form B: Page 9-10 * • Sample Capacity Estimate Worksheets Form B: • Ti: Page 11, Susan: Page 12, Jim: Page 13, Angela: Page 14 • Blank Form B: Page 15 * • Questions and discussion

  12. Step 2: Capacity Summary • Capacity Summary Form C: Page 16 • Blank Form C: Page 17*

  13. Step 3: Appointment Layout • Layout Tips: Page 18 • Show Rate Calculations form D: Page 19 • Blank Form D: Page 20 * • Questions and discussion

  14. Case Study • The story: Page 21 • Appointment System Considerations • RN visits are booked for 30 minutes with over 60% saved for same-day access • Sea Breeze uses a computer based appointment system with 10 minute increments of time • Full exams new and return are booked for 30 minute for mid-level providers and 20 minutes for the MD • Routine visits are booked for 20 minutes • Quick checks are booked for 10 minutes

  15. Step 3: Appointment Layout Planning • Sample Appointment Layout Planning Form E: Page 22 • Blank Form E: Page 23 * • Questions and discussion

  16. Step 3: Appointment Layout Planning • Sample Appointment Layout Form F: Page 24 • Blank Form F: Page 25 * • Questions and discussion

  17. Case Study • Appointment Making Considerations: Page 26-28 • Customer service • Panels • Client respect and control • Appointment lengths • Script for appointment time • Appointments and advanced access • Appointment lengths • Provider preferences

  18. Thank you for your participation!! Please join in Part 2 June 16th, 2010 • Discuss your experiences with the Appointment System Design Workbook • Participate in a virtual walk around of your clinic • Leaning new ways to improve flow and customer service • Brainstorm creative ways to increase your show rates • And more

  19. Thank you for your participation!! • Sharon N. Black Consultants LLC • blacks@teleport.com • www.snbconsultants.com

  20. Save the date for Clinic Flow & Appointment Systems Part 2 (June 16, 2010). • Visit www.hcet.org to view archived presentations and see a list of our upcoming events. • Remember to complete the Pre-test, Post-test, Sign In form and Evaluation Forms. Fax to HCET at (317) 247-9055.

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