Premium Essay

University Health Services

In: Business and Management

Submitted By cmdcock
Words 360
Pages 2
University Health Services: Walk-In Clinic
Pre-triage organization
Organization:
- 12 treatment rooms: 4 for nurses and 8 for doctors where 3 of these were permanently assigned to physicians as their UHS offices
- Average of 143 patients a day the clinic was staffed on the basis of past experience with peak periods.
Complaints:
- Too long waiting time between sign-in and treatment
- Length of wait not related to nature of visit
- Inconsistency and too much variation in treatment between the different nurses
- Duplicated efforts for patients who were seen by a nurse and a doctor
Consequence: patients avoid visiting the Walk-In Clinic
The triage system
Differences with before:
- Patients fill in an identification form which includes the reason for the visit
- 2 triage coordinators briefly visit the patient and then conclude if the patient is more urgent than others: patients were only triaged to a nurse practitioner if their ailments fell under one of 13 categories.
System didn’t work as well as they expected reasons?
- Triage coordinators classified patients as MD/NP to maintain the flow
- For one-third of the physicians more than 40% of their clinic patients requested them
- Two of the five doctors are 100% occupied with walk-in appointments
- Patient expects an atmosphere reminiscent of the country doctor’s office

Angell’s dilemma: How can she improve the system?
How to reduce waiting times and reduce complaints?
- Hire more physicians
- Increase utilization of nurse practitioners = BEST WAY HOW? 1. The scope of ailments which the nurse practitioners may treat should be broadened: this will reduce the over-utilization of the physicians This recommendation asks for additional training or hiring nurse practitioners with more experience
2. Triage coordinators should not classify a patient with MD/NP. Otherwise what would be the…...

Similar Documents

Premium Essay

Health Services

...Health Services October 7, 2012 Week 5 Assignment Professor Oestmann Em-sheree Patterson HIPPA HIPAA The Health Insurance Portability and Accountability Act of 1996 (HIPAA) established new standards for the confidentiality, security, and transmissibility of health care information. There are three types of standards created by HIPAA: privacy, security and administrative simplification (e.g., transaction standards). Taken together, these regulations have a major impact on the day-to-day functioning of the nation's hospitals and affect virtually every department of every entity that provides or pays for health care. Researching the different topics available, I have chosen the HIPPA issue. I have chose this because it plays a major part in the health care industry. Nearly every time you hear healthcare the phrase/word HIPPA follows not long after. The Health Insurance Portability and Accountability Act of 1996 (HIPAA) established new standards for the confidentiality, security, and transmissibility of health care information. HIPPA is in place to retain the privacy within the healthcare policies. HIPPA provides the ability to transfer and continue health insurance coverage for millions of American workers and their families when they change or lose their jobs, reduces health care fraud and abuse, and mandates industry-wide standards for health care information on electronic billing and other processes. Working in the healthcare industry allowed me to see that without......

Words: 735 - Pages: 3

Premium Essay

Downview University Dating Service

...HMRT 300 Downsview University Dating Service Date: October 11, 2012 To: Bob Barnetson From: Jane Smith Subject: Regression Analysis I completed a regression analysis to indicate how many customer service representatives we are going to need to fulfill our increasing demand for dating contracts. Based on my findings I was able to determine this: I set up a chart to find the independent (x) and dependent (y) variable. I used these variables to find XY and X2. Once I had all my numbers I plugged them into a slope formula and found how many individuals are needed for every 1000 dating contracts. For every thousand dating contracts seven additional staff members are needed. Slope of B= 312.9-278.4 = 34.5/5.25=6.57= 7 47.33-42.05 By finding the slope I as able to apply it to a simple Y= A+BX formula and determine how much is needed for 5000 and 7000 dating contracts. When I plugged in the numbers I found that for 5000 dating contracts 33 customer service representatives are needed and for every 7000 dating contracts 46 customer service representatives are needed. All these findings are able to tell us how many customer service representatives need to be hired every time contracts increase. For 5000 dating contacts: X=5 For 7000 dating contacts: X=7 Y= 0.147+ 6.57(7) Y= 0.147+6.57(5) Y= 46.14 Y= 33.00...

Words: 475 - Pages: 2

Premium Essay

University Health Services Case Study

...Several existing problems precipitated the creation of the triage system implemented by Kathryn Angell in an effort to deliver improved medical care. The main problem was a lack of coordination in service delivery. This lack of coordination caused excessive wait times on the order of anywhere from 23 to 40 minutes to see a nurse, 40 to 50 minutes to see a doctor, and as long as 55 minutes to get a prescription filled. The practice of all nurses being involved initially in seeing all patients caused duplication of efforts, including repeated questions and examinations, and resulted in procedural bottlenecks. Additionally, there were inconsistent levels of service and extreme variation in treatment because of the different experience and skill levels of the nurses. Overall, the view by patients was that the clinic was inefficient and impersonal. The triage system was introduced in September 1979 to overcome these problems. One of the immediate changes was to establish a preliminary evaluation and referral system which dedicated two triage coordinators, which are highly experienced nurses, to evaluate the patients and assign them to the next appropriate step in the treatment process. Unfortunately this process did not result in greater procedural efficiency. Wait time for a patient to see a triage coordinator was about 20 minutes, with an additional 38 minute wait to see the nurse or physician. In fact, according to Exhibit 5, the wait time to see physician......

Words: 748 - Pages: 3

Premium Essay

Health Services

...small, services may not be in high demand. It is very important that the stakeholders assess the changing values, attitudes, and demographic characteristic to continue providing optimal care. Depending on the nature of the local economy, wage rates, disposable income, unemployment and transportation can all have an economic influence on the development of a clinic. The mission statement should be to continuously improve the quality of health services provided to the communities they serve by creating an environment that promotes physician participation, recognizes the value and contributions of the employees, and strives to meet the unique healthcare needs of our local communities. The goal should be to provide excellent physical, emotional and spiritual care for each patient and their families, build a work environment where each person is valued, respected and has an opportunity for personal and professional growth, strengthen relationships with universities, colleges, other hospitals, agencies and the community. There are several issues that would be valuable to consider in identifying candidate measurement areas and developing performance measures for the hospital outpatient setting, including: The type of care and services delivered in the hospital outpatient setting is not homogenous across hospitals or populations served. Services/procedures delivered in the hospital outpatient setting vary hospital-to-hospital as a function of size, location, service......

Words: 1227 - Pages: 5

Premium Essay

Funding Health Care Services

...Assignment 4: Funding Health Care Service Strayer University HSA 500 November, 2013 Introduction The essential business of the health care industry is the delivery of health care services. In the U.S., the health care industry is considered to be the largest service employer. Funding for the U.S. health care services consists of a mix of public and private payment sources. Medicare and Medicaid represent the two major health programs. Funding for Ambulatory Services The use of Ambulatory Care Services is common amongst most people. It has become an important element in the delivery of health care. For many, it has been viewed as the primary source of health care; offering an extensive range of services that don’t require overnight hospitalization. The services offered can be as complex as tests to and therapies or as simple as a minor cut. Traditionally in the U.S., ambulatory care services were provided in the offices of medical practitioners and in the homes of the patients. Presently, these services are performed in outpatient clinics, emergency rooms, and same day surgery centers. Ambulatory care has expanded within the health care system. This is due to the fact that it is less expensive than inpatient stays and less time consuming for patients. In comparison to inpatient patient procedures, outpatient procedures have been estimated to be 30% to 60% less in costs. Funding for Ambulatory care services began when the first surgical care center opened in...

Words: 951 - Pages: 4

Premium Essay

Health Services Management

... KENYA METHODIST UNIVERSITY SCHOOL OF MEDICINE AND HEALTH SCIENCES DEPARTMENT OF HEALTH SYSTEMS MANAGEMENT AND MEDICAL EDUCATION Name: Esbon Mwangi Gakuo Registration Number: HSM-3-3870-3/2014 COURSE TITLE: HEALTH SERVICES MANAGEMENT COURSE CODE: HSMG 517 Trimester III 2014 1. CONTINOUS ASSESSMENT TESTS ASSIGNMENT # 1 1. Identify a tier 2 health facility of your choice. 2. Based on the above facility, answer questions 1 to 6 of reading assignment 1 in the reader. Instructor: Susan Njuguna Date of Submission: 12th October 2014 1. Identify a tier 2 health facility of your choice. Name of Facility | Sub-County | County | Catchment Population | Gatugura Dispensary | Gichugu | Kirinyaga | 13,768 | 2. Based on the above facility, answer questions 1 to 6 of reading assignment 1 in the reader. Question 1 Why do we want an essential health package? What is it going to be used for? Who are expected to benefit? If we want currently under-served populations to benefit, are we being realistic that they will be able to access the new EHP? Question 2 How will we define it? Cost it? What work needs to be done? Who should be involved in its development? Question 3 What timeframe are we talking about in terms of achieving implementation? Question 4 Which providers are expected to implement the EHP? How will they be supported? What changes need to be made to budget allocations; training and distribution of health workers; medicines lists, reporting forms etc? Queston...

Words: 1091 - Pages: 5

Premium Essay

Health Service

...CHAPTER 8 HEALTH SERVICE DELIVERY MODULE 8.1 Overview This chapter presents the health delivery module of the assessment. Section 8.1 defines health service delivery and its key components. Section 8.2 provides guidelines on preparing a profile of health service delivery for the country of interest, including instructions on how to customize the profile for country-specific aspects of the health delivery process. Section 8.3 presents the indicator-based assessment, including detailed descriptions of the indicators. Section 8.4 discusses how to summarize the findings and develop recommendations. 8.1.1 What Is Health Service Delivery? The World Health Organization (WHO) defines service delivery as the way inputs are combined to allow the delivery of a series of interventions or health actions (WHO 2001b). As noted in the World Health Report 2000, “the service provision function [of the health system] is the most familiar; the entire health system is often identified with just service delivery.” The report states that service provision, or service delivery is the chief function the health system needs to perform (WHO 2000). As such, Figure 8.1 (see also Chapter 1, Figure 1.1) shows the relationship between service delivery and the other modules of this health systems assessment and their relationship with health system objectives. Because of the limited time to conduct this assessment, more emphasis will be placed on personal health (as opposed to public health) services and......

Words: 13851 - Pages: 56

Premium Essay

Indian Health Services

...Indian Health Services Program Erika Western Governors University * * * * The Indian Health Service (IHS) was established in 1955 as a federal agency within the Department of Health and Human Service. IHS primary responsibilities include providing health services to American Indians and Alaska Natives. The goal of IHS is to raise the health status of the Indian population to the highest possible level while providing health services to Indians from 566 Tribes across the United States. The mission of IHS is to raise the physical, mental, social and spiritual health of American Indians and Alaska Natives to the highest level. (“Agency Overview,” n.d.) * In order to support their mission in raising the health status to the highest possible level and to improve and protect the health of every community, the IHS facilities have chosen to participate in accreditation through the Joint Commission on Accreditation of Healthcare Organizations (JCAHO). Accreditation through JCAHO provides many positive benefits and outcomes for the IHS. By seeking accreditation through JCAHO, the community and patients in the IHS system are able to recognize that IHS is committed to clinical quality. JCAHO accreditation sets standards on levels of quality assessment and quality improvement activities. JCAHO monitors programs that are in place within the organization and reviews policies and procedures to ensure life-safety standards are being met. The benefits to...

Words: 2432 - Pages: 10

Premium Essay

Case Indian Health Services

...Running Head: INDIAN HEALTH SERVICE: CREATING A CLIMATE FOR CHANGE 1 Indian Health Service: Creating a Climate for Change Michele Kratter Keiser University Professor Bush HSM692/Strategic Management of Health Services Organization 9/26/2015 Running Head: INDIAN HEALTH SERVICE: CREATING A CLIMATE FOR CHANGE 2 Dr. Michael Trujillo was appointed as a Director of the Indian Health Service. Dr. Trujillo was nominee for the position of Director of National Healthcare program. A member of the Sun Clan in the Laguna Pueblo in New Mexico. He became the President, for the national health care program, and the comprehensive healthcare for the American Indians and Alaska Natives for more than 500 federally recognized tribes. He spoke to the United States Senate Committee on Indian Affairs in 1994. During his confirmation hearing as Director of the Indian Health Service, he told the committee that he understood the remoteness of Neah Bay at the northwest tip of Washington on the Makah reservation, and being a resident of the Dakotas, he understood the geographic challenges for health care in the area of Eagle Butte, Rosebud and Twin Buttes.” (1) In front of the same Committee, he negotiated the......

Words: 1035 - Pages: 5

Free Essay

Health Service

...University of Phoenix Material Health Care Service Worksheet Choose one health care service or function from your readings or this week’s vocabulary exercise that most interests you, personally or professionally. Identify it below. Division: Describe the chosen service or function of care by filling out the following. Address each point with complete, grammatically correct sentences. • Focus or mission of the service or function (100–200 words): • I have chosen OB/GYN from our weekly vocabulary worksheet; the mission of this field is Obstetrician-gynecologists to provide the highest quality of patient care in obstetrics, gynecology and primary care with compassion and concern for patients well-being • to maintain programs and clinical research efforts that will attract outstanding staff and advance the care of women to educate resident physicians to practice obstetrics and gynecology at the highest standards. • Description of the population served (100–200 words): • Based on my research ( J Women’s Health (Larchmt). 2013 Jul; 22(7): 643–648. doi:  10.1089/jwh.2012.4119) The description of the population being served is diverse among the races, point being The overall patient demand for ob-gyn services in the United States is forecast to grow by 6% between 2010 and 2020 (Table 1). The female population age 14 and older is projected to increase by more than 10% between 2010 and 2020, but much of this growth will be among women age......

Words: 691 - Pages: 3

Premium Essay

University Health Services: Walk-in Clinic

...University Health Services: Walk-In Clinic Pre-triage organization Organization: - 12 treatment rooms: 4 for nurses and 8 for doctors where 3 of these doctors were permanently assigned to physicians as their UHS offices - Average of 143 patients a day the clinic was staffed on the basis of past experience with peak periods. - Every patient has to go to a nurse first before seeing physician Complaints: - Too long waiting time between sign-in and treatment - Length of the wait not related to nature of visit - Inconsistency and too much variation in treatment between the different nurses - Duplicated efforts for patients who were seen by a nurse and a doctor Consequence: patients avoid visiting the Walk-In Clinic The triage system Differences with before: - Patients fill in an identification form, which includes the reason for the visit - 2 triage coordinators briefly visit the patient and then conclude if the patient is more urgent than others: patients were only triaged to a nurse practitioner if their ailments fell under one of 13 categories. System didn’t work as well as they expected reasons? - Triage coordinators classified patients as MD/NP to maintain the flow - For one-third of the physicians more than 40% of their clinic patients requested them - Two of the five doctors are 100% occupied with walk-in appointments - Patients expect an atmosphere reminiscent of the country doctor’s office Angell’s dilemma: How can she improve the......

Words: 384 - Pages: 2

Premium Essay

University Health Services: Walk-in Clinic

...University Health Services: Walk-In Clinic Evaluation of The Triage System Implementation ------------------------------------------------- Background and Introduction It had been 1 year after University Health Services (UHS) of Harvard implemented the triage system to improve its quality of service. During pre-triage system, the clinic got a lot of complaint from its patients mainly about the waiting time between sign-in and treatment as some patients (22%) had to wait more than 35 minutes to make first consultation with a nurse. In some cases, patients had to spent more than 55 minutes just to wait for a prescription renewal. Additionally, it was also reported that some patients cancelled their visits to the click due to long expected wait. Patients described the Walk-In Clinic as cold, inefficient and impersonal. Although the last statement could be debatable as the walk-in clinic is not intended as a personal and exclusive health services. Service evaluation identified that some procedures in pre-triage had contributed to the bottleneck and duplicate services which had caused longer waiting time for the patients. It was Kathryn Angell who was hired as assistant director for ambulatory care at the UHS proposed the triage system in order to improve the performance of the clinic in providing services for its patients. Some changes were made to better manage the service quality including to deploy two triage coordinators (selected from highly experienced registered......

Words: 1253 - Pages: 6

Premium Essay

Essential Health Services

...Essential Health Services Public Health in the 21st Century Argosy University There are many health organizations and interest groups that contribute to Public Health’s core functions which are Policy Development, Assessment and Assurance. One of those many organizations is the National Association of Local Boards of Health. The idea to create a non-profit organization to serve the interest of local boards of health was thought of during a meeting held by the American Public Health Association, in 1991 in Atlanta, GA (2002). This non-profit organization was specifically created to provide a national voice for the concerns of local boards of health and to assist local boards in obtaining the knowledge, skills, and abilities that are necessary to protect and promote public health in the communities they serve (2002). Local boards essentially play a integral role in our public health system. They provide oversight and guidance for local health departments and they help set public priorities for our communities (2002). The leadership roles that boards of health play, make them the liaison between public health services and a health community. They are uniquely positioned to deliver and provide technical expertise in governance, board development, health priorities, and public health policy at the local level (2002). The mission of the National Association of Local Boards of Health is to strengthen and improve public health governance (NALBOH.org). Their vision is to......

Words: 992 - Pages: 4

Free Essay

University Health Services

...after 11:00am while MDs are a bottleneck as they have too many patients waiting for them throughout the day. In addition, day of the week needs to play a factor in staffing levels as the first half of the week is clearly busier than the second. 3. A desired outcome of the new triage system is to off-load work from MDs onto NPs. How cost-effective is this strategy, considering the different service rates of MDs and NPs? (Use salary data given in case. Make necessary assumptions.) This strategy is cost effective given the hourly rates of NPs compared to those of MDs. However, the current process does not effectively leverage that as they are not off-loading enough patients to NPs given the wait times for MDs. Essentially, they need to find a way to move more patients to the NP queue. One way to do this would be by expanding upon the 13 categories currently deemed treatable by an NP. Also, they need to make sure the triage nurses are assigning patients to NPs (if eligible) vs. NP or MD in order to free up MD’s queue. 4. Assuming 5 MDs on duty at an average (each with a service rate of 3.1 patients per hour) and that all patients (143 per day) see an MD, calculate the effect of a 4% increase in the arrival rate on the expected wait time in queue: Wq (use Queuing Formulas, assume uniform arrival across 10 working hours per day, note that it’s a multiple server system drawing from a single line – M/M/S). Comment on this effect. 5. If you were a healthcare......

Words: 1270 - Pages: 6

Premium Essay

Health Service

...“bridges” to work together. Interfaced systems allow for “best of breed” applications(Best and/or most cost-effective), where integrated systems may not provide optimal functionality in all modules, but promote ease of use and potential purchase from a single vendor. | |Describe the five IM/IT service support processes and how they are interrelated | | |[pic] |       Incident management •        Problem management •        Change management •        Release management •        Configuration management They are interrelated in a number of ways that are reflected in the connecting lines in Figure 7.2. Key interrelationships that students should glean include the following: •        All of the IM/IT service support processes inform, and are informed by, a configuration management database. This is the single source of knowledge about configuration settings for all classes of the enterprise’s IM/IT assets. Accurate maintenance is a key to efficient and effective IM/IT support services. •        Recurring incidents become inputs for root-cause analysis in the problem management process. If the root causes can be determined and a solution prospectively engineered to prevent specific incidents from occurring in the first place, costs associated with those type......

Words: 836 - Pages: 4