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Uhs Case

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Improving Access to University Health Services
A Case Study
► Process Improved: The system for triage and making appointments for students utilizing University Health Services ► Unit (s): Student Affairs – University Health Services ► Customers of the Process and Their Needs: UW-Madison students were the users of the process, although the problem impacted R.N. and Program Assistants (PAs) staffing University Health Services ► Problem/Opportunity Statement: Students were dissatisfied with access to medical services at UHS. Specific complaints included prolonged waiting times on hold or getting the “busy signal” when calling UHS. The limited capacity of the system for incoming calls meant that people waited a long time or were disconnected. All medical/illness-related questions were referred to one nurse. (When the nurse was on the telephone with a caller, messages were taken from ill students or those seeking same-day appointments. The messages stacked up and often, by the time the nurse was available to call the patient back, the patient would not be available. Many opportunities for contact were missed. Getting an appointment was very much a matter of luck.) The long waits for the nurse meant that students were “triaged” by PAs who were non-medical personnel. More students came in for care without appointments. (“I couldn’t get through on the phone, so I came in.”) The decentralized appointment structure meant that a patient calling for a women’s clinic appointment called directly to the clinic. The PAs answering those calls were also responsible for checking in patients, pulling charts, making follow-up appointments and other reception functions. At the same time, another clinic area might no have any calls waiting. ► Changes Made: The entire process for making appointments and triage was redesigned” 1. Remodeled to create a physical call center area 2.

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