Analysis of Front Desk Processes at the Vanderbilt Cancer Center

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Presentation transcript:

Analysis of Front Desk Processes at the Vanderbilt Cancer Center Rasheeda Stephens Advisor: Doris Quinn, Ph.D.

Vanderbilt-Ingram Cancer Center The VICC Mission The Vanderbilt-Ingram Cancer Center is committed to assembling the best and brightest scientists, clinicians, and caregivers to lead the ongoing effort to alleviate suffering from cancer through pioneering research, compassionate care, and prevention.

Quality of Patient Care Significant Factors: Treatment Costs Access

Project Goal To improve front desk processes so patients are seen at their appointment time.

Project Objectives Observe Patient Flow and Personnel Generate Flow-charts of Front Desk Procedures

Project Objectives Perform Timed-Study Survey Patients Make Suggestions For Improvement

Problems at the Front Desk Long Waiting Time Insurance Delays Additional Labs/Tests Scheduling Method

Current Status Observe Patient Scheduling/Check-in

Future Work Observe Patient Check-in/Check-out Create Preliminary Flowchart

Problem-Solving Survey Patient Care Specialists? Stopwatch

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