1. Analysis of Front Desk Processes at the Vanderbilt Cancer Center
Rasheeda Stephens
Advisor: Doris Quinn, Ph.D.
February 16, 2001
BME Senior Design Project

2. Main Objectives
To improve front desk processes so patients are seen at their appointment time.
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3. Significance This analysis could:
Improve patient access to Vanderbilt Cancer Center.
Improve patient satisfaction
Optimize health care delivery of the Vanderbilt Cancer Center
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4. Tasks Observe Patient Flow and Personnel.
Generate Flow-charts of Front Desk Procedures.
Perform Timed Study of Patient Waiting Time.
Survey Patients to discuss their perspectives of entry processes.
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5. Scheduling Appointments
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6. Check-In Process Obstacles:
Verification of Insurance Coverage is time-consuming.
Patient arrives with Incomplete Lab Work.
Clinic becomes busy from build up of patients.
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8. Current Work Complete flowchart on Check-In and Check-out processes.
Revising flowcharts from Personnel suggestions.
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9. Future Work Complete Timed Study of Patient Flow.
Analysis of Cancer Center Room Utilization to observe if patient access is limited by Cancer Center capacity.
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10. Acknowledgements
Dr. Doris Quinn
Dr. Paul King
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