Reference no: EM132328087
You are a senior manager in a community health center that provides primary care to a multi ethnic, multi lingual urban community. Many, but not all, of the patients live below the poverty. Physicians and nurses see a large volume of patients with challenging medical and psychosocial issues. Lately, you have realized that the scheduling of patient visits has become something of a nightmare. Because of the high volume of patients, the wait for an appointment for routine care can be anywhere from six to eight months or more. acutely ill patients often wait for two to three days to see a health care provider.
Out of frustration, many patients are walking in without appointments, often during lunch hour or late in the afternoon when everyone is getting ready to leave.
What makes the problem so challenging is that 20 to 40 percent of patients fail to show up for appointments on a given day.
Because of this high no show rate, every other appointment on the physicians' schedules is double booked with the expectation that, out of the 30 to 35 scheduled patients, only 20 to 25 will actually show up. Occasionally, however, most of the patients do show up and when a significant number of acutely ill patients also arrive, the work environment becomes unbearably chaotic for everyone.
Providers become harried and more likely to make mistakes, patients wait for long periods of time in crowded waiting rooms, and the atmosphere becomes increasingly hostile as the stress level mounts. It is clear that the quality and experience of health care for many of these patients is suffering partly because of a simple lack of access to care.
Address Opportunity for Improvement (OFI) in the case below.
Perform analysis of the case including:
- formal protocols that are needed,
- service line issues,
- support services, and
- identify important measures for an operational scorecard.
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