PATIENT FLOW ANALYSIS OF VANDERBILT’S BREAST CENTER Michelle E. Kandcer Doris Quinn, PhD, Advisor

PROJECT DEFINITION The goal of this project is to assess and to improve the patient flow process in Vanderbilt’s Breast Cancer Center. Patient responses will be of significant consideration.

OBJECTIVES To create a flowchart in (Micrografx Flow-Charter 7.0) that will describe the current patient flow process. To highlight weaknesses of the process. To create a “third-dimension” on the flowchart by emphasizing patients’ feelings regarding the process. To make suggestions as to how to improve the current process.

SIGNIFICANCE The American Cancer Society estimates that 178,700 women will be diagnosed with breast cancer this year alone and that 3,900 of these women will be from Tennessee. Furthermore, another 43,500 women will die because of this disease. * Currently, more than 50 women per day utilize services provided by the Cancer Center.

WORK COMPLETED / CURRENT STATUS I have created a three part flowchart (screening only, diagnostic, and diagnostic with MD visit) to describe the flow process. I have also incorporated patients’ feelings into the flowchart.

SIMPLIFIED FLOW PROCESS Access Scheduling appointment Intake Checking in and signing forms Evaluation Test procedures, medical evaluation Diagnosis / Discharge / Follow-up

FLOWCHARTING EMOTIONS Want to create a way to incorporate feelings on flowchart. Added “flags” to specific boxes to identify feelings in that stage Also tracked stress levels

FUTURE WORK I plan to meet with personnel at the Cancer Center to discuss what can be done now to improve the process.

POTENTIAL AREAS OF IMMEDIATE IMPROVEMENT Address variation among physicians Current templates of the physicians do not match reality of patient numbers Develop pathways (guidelines) Currently, no previsit info is mailed to patients (i.e. reminder of co-pay)

POTENTIAL AREA FOR FUTURE IMPROVEMENTS A larger facility with more staff

REFERENCES The American Cancer Society Homepage http://www.cancer.org