- Trios College Business Technology Healthcare Hickory Medical Clinic The Hickory Medical Clinic Recently Conducted A Pati 1 (118.75 KiB) Viewed 10 times
triOS COLLEGE BUSINESS TECHNOLOGY HEALTHCARE Hickory Medical Clinic The Hickory Medical Clinic recently conducted a patient satisfaction survey. Using a scale of 1- 5, with 1 being "very dissatisfied" and 5 being "very satisfied," the clinic compiled a check sheet for responses that were either 1 or 2, indicating dissatisfaction with the performance attributes. Exhibit 7.10 shows the count of patients that scored the process attribute as a 1 (very dissatisfied) or 2 (dissatisfied) out of 100 patients surveyed. EXHIBIT 7.10 The Number of Patient's Dissatisfied with the Process Making an Appointment base of getting through on the phone-10 Friendliness of the telephone receptionist-5 Convenience of office hours-7 Ease of getting a convenient appointment-12 Doctors have extremely busy schedules. They have surgeries to perform, and many are teaching faculty at the local medical school. Many surgeries are emergencies or take longer than expected, resulting in delays of getting back to the clinic. In the clinic, one or two telephone receptionists answer calls for three different surgical departments, which include 20 or more doctors. The receptionist's job is to sched-ule appointments, provide directions, and transfer calls to the proper doctor's administrative (department) scheduler. Call is received Check-in/check-out Care and Treatment Courtesy and helpfulness of the receptionist-7 Respect shown by nurses/assistants-0 Amount of time to register-1 Length of wait to see a physician-13 Comfort of registration walting area-4 EXHIBIT 7.11 Current Hickory Medical Clinic Process for Answering Phone Calls Operator answers call if available Patient is put on hold SCM103 Unit 7 Case Study Responsiveness to phone calls related to care-5 How well the physican listened-3 Confidence in the physician's ability-1 Explanation of medical condition and treatment-2 Patient is put on hold Operator takes message Operator transfers call Message delivered to secretary Call is not returned Secretary answers call This generally requires putting the patient on hold. Often, the receptionist must take a hand- written message and personally deliver it to the department's scheduler because the phone line is always busy. However, the receptionist cannot leave his or her desk without someone Version 1.0. Call is returned Page 2 of 6
triOS COLLEGE BUSINESS TECHNOLOGY HEALTHCARE else to cover the phones. A student intern examined the processes for answering phone calls and registering patients. The flowcharts she developed are shown in Exhibits 7.11 and 7.12. (An encounter form captures the patient check-in information.) EXHIBIT 7.12 Current Hickory Medical Clinic Patient Registration Process Patient signs in Two copies are made of insurance card if needed Receptionist offers to validate parking Receptionist finds proper encounter form Receptionist determines if any information is needed Encounter form is placed in a basket Patient is asked to take a seat Nurse brings chart and gets encounter form and patien: SCM103 Unit 7 Case Study Encounter form is signed Copay is obtained One copy of insurance card is stapled to signature page and placed in stack One copy of insurance card is placed with encounter form Encounter form is placed in a basket Receptionist pages nurse Secretary is given chart and encounter form Receptionist updates computer recorde Version 1.0. Secretary updates patient's chart and electronic records Page 3 of 6