1. OLD PROCESS FLOW FOR NEW PATIENT REGISTRATION
Was registration packet completed
and returned?
Patient calls or visits clinic to enroll and be seen by a physician
Initial registration completed in electronic health record (EHR)
Patient is assigned to a physician and given appointment date and time
Registration packet is sent
by mail
Yes
Registration info uploaded into EHR by PSR
or MA
Nothing currently done No
MA and physician review new patient’s medical record
PSR enters the information from the registration form into the EHR
Patient waits for available PSR to complete registration and check-in
Patient fills out form in waiting area
Physician and MA review patient’s medical information while patient is in the waiting area
New patient appointment confirmed 24 hours prior to appointment
Patient is a no-show No
Nothing currently done No
Patient waits for physician to enter & start visit
Was the appointment confirmed?
Does the patient have a completed registration form
on file?
New patient checks in for appointment (demographics, insurance and picture taken)
Patient has encounter with physician
Yes
Yes
Terminal point
Process
Delay
Decision
Improvement opportunities
Document
Preparation

2. NEW PROCESS FLOW FOR NEW PATIENT REGISTRATION
Welcome letter with pre-registration prompts is mailed or handed to the patient
Patient calls or visits clinic to enroll and be seen by a physician
Brief registration completed in electronic health record (EHR)
Phone call or visit is scheduled with new patient coordinator (NPC)
Patient visit or phone call
with NPC
NPC enters registration information into the EHR; schedules and confirms first appointment with physician
New patient checks in for appointment and picture is taken
MA and physician review new patient’s medical record
Patient has encounter with physician
Terminal point
Process
Preparation