1. PATIENT PROCESS REDESIGN FOR GASTROENTEROLOGY Ellainegrace Miranda Senior at Marshall, USC Professor Guillermo Asper, Ph.D Visiting Scholar at USC Source: www.mjlasikdoc.com/patient_services.htmlwww.mjlasikdoc.com/patient_services.html

2. TOPICS Inter-organizational Process Intra-organizational Process  Administrative  Operational Inter-departmental Intra-departmental Cause and Effects Redesign Benefits

3. INTER - ORGANIZATIONAL Primary Care Physician (PCP) AS-IS Model (CAUSE) Hospital Customer Service Patient

4. EFFECTS Difficult to receive prompt feedback. Difficult to contact patient. Difficult for patient to return for teachings. Ineffective communication between Primary Care Physician (PCP) and Hospital Customer Service (HCS).

5. INTER - ORGANIZATIONAL To-Be Model (CAUSE) Primary Care Physician (PCP) Hospital Service Create appointment for patient Patient Patient Relations Teachings, Medications, and financials etc.

6. EFFECTS Develop a better communication channel between PCP and HCS. Utilize patients time more effectively. Develop a relationship between the patient and the hospital ahead of time. Reduce the number of appearances a patient must undergo.

7. INTRA - ORGANIZATIONAL ADMINISTRATIVE AS-IS Model (CAUSE) Financial Services 1 st floor Gastroenterology 12 th floor Patient

8. EFFECTS Each departments behaves independently. Patients can become lost. Patients can become agitated/aggravated. Reduce the chances of patient returning for future check ups.

9. INTRA - ORGANIZATIONAL ADMINISTRATIVE To-Be Model (CAUSE) Financial Services 1 st floor Gastroenterology 12 th floor Patient

10. EFFECTS Reduce the number of times a patient must move from one area to another. Reduce the chance of a patient becoming lost. Lessens the patient anxiety. Increase the patients desire to return for future check ups.

11. INTER-DEPARTMENTAL OPERATIONS As-Is Model (CAUSE) IntakeAssessment Procedure Room Patient RecoveryExit 12 th Floor 5 th Floor

12. EFFECTS Lack of control over patient recovery. Departments run on different recovery process. Not enough patient privacy. Decrease the chances a patient will return.

13. To-Be Model (CAUSE) Intake Assessment Procedure Room Patient Recovery Exit 12 th Floor INTER-DEPARTMENTAL OPERATIONS

14. EFFECTS Better control over patients recovery. Create a centralized departmental process. Increase patient privacy. Increase patient’s willingness to return for future exams.

15. INTRA - DEPARTMENTAL OPERATIONS As-Is Model (CAUSE) Information center (Nurses Station) Change and wait inside waiting room Assessment: Physical Exam and IV placed Patient Procedure Room Recovery 12 th Floor Exit 5 th Floor

16. EFFECTS Patient is transferred over to different personnel too many times. High miscommunication and/or errors. Create an uncomfortable environment for patient.

17. INTRA – DEPARTMENTAL OPERATIONS To-Be Model (CAUSE) Information center (Nurses Station) Waiting Room Procedure Room: -Change into gown -Physical Exam - Place IV Patient Keep the patient in procedure room for recovery Create a Recovery Room Option1 Exit 12 th Floor Option 2

18. EFFECTS Reduce the number of patient hands off. Create a better patient environment. Create a positive experience for the patients. Reduce miscommunication and errors.

19. HOSPITAL CENTRIC – AS-IS INTER-ORGANIZATIONAL INTRA-ORGANIZATIONAL Patient Primary Care Physician (PCP) Customer Service Receive Request for Appointment Send request for appt. Check patient’s financial support Send appt. time & date INTRA-DEPARTMENTAL OPERATION Hospital Cust. Serv. ADMINISTRATIVE Doctor’s Office Customer Service Send Request for Appointment Financial Services Day of Appt. Patient Okay? No Yes Send to Gastroenterology Inter – Departmental Operations Intake Is patient prepare d? No Yes Waiting Room (dress in gown) Assessment (IV and physical exam) Procedure Room Recovery Room 12th Floor Gastroenterology Exit Interview 5th Floor Recovery Unit Determine other options

20. PATIENT CENTRIC – TO-BE INTER-ORGANIZATIONAL INTRA-ORGANIZATIONAL Patient OPERATIONAL Hospital Cust. Serv. ADMINISTRATIVE Doctor’s Office Financial Services Intra Departmental Intake 12th Floor Patient Primary Care Physician (PCP) Check patient’s financial support. Send appt. time & date Okay? No Patient gets appointment Yes Is patient prepare d? No Yes Waiting Room Recovery Room Exit Interview Patient receives Preliminary teachings and materials Send appt. request Send Financial Proof of Support Send approval Determine alternatives Day of the Appointment Procedure Room (Change into gown, administer IV and physical exam Customer Service Receive Request for Appointment Customer Service Send Request for Appointment

21. REDESIGN HELPS…… ( CONCLUSION ) Utilizes resources efficiently. Improve patient experience. Create a more controlled workflow. Develop a patient centric environment.