patient queuing solution. b1b2b3 waiting area registration line registration clerks before
TRANSCRIPT
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Patient Queuing Solution
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B1B2B3
Waiting Area
Regi
stra
tion
Line
Registration Clerks
Before
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• Patient visibility
• design space / line of sight
• Multiple Patient acuity levels
• Too few/many booths open
• Poor patient satisfaction
• Poor staff satisfaction
Challenges
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• Reduce the wait time
• Utilize waiting area
• Patient registration based on acuity level
• Monitor registration wait time
– Custom metrics, max, avg. # etc…
• Support Manager decision to Open/Close Booth
Desired Solution
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Patient Arrives
Patient takes ticket from station
Patient takes a seat and waits
Patient moves to appropriate booth
Patient arrives at correct booth
Patient is seen by registration clerk
Patient registration is processedPatient leaves
the booth
Registration staff updates counter screen when ready for next patient
Patient sees that the counter number matches
ticket number
Proc
essi
ngW
aitin
g
Patie
nt T
ime
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Kiosk Patient Flow
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Staff Workflow
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Booth 1 Booth 2 Booth 3
Kiosk Waiting Area Display Screen
After
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Clerk View
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Patient View
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Additional Features
Staff Process:
• Error checking
• Transfer patient between booths
• Pull patient from queue based on priority
• System warning− Printer : Out of Paper, Paper Jam
− Kiosk : Disconnected, After Hours
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• Manager features:
– Max number of patients per queue
– Average waiting times
– Number of tickets per day per queue
– Track patient through registration
– Assignment of clerks to open booths
– Reporting
Performance Management
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• Canned reports– Incident – Management– Performance
• SSRS– Report subscription– Linked reports
Reporting
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Thank you
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Workflow – Before |After
B1 B2 B3 B1 B2 B3
Waiting area Kiosk
Regi
stra
tion
Line
Before After
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• Performance metrics
• Workload balance
• Kiosk/display view
• Patient flow– Multi-stage Reg.
– Patient notification
• Staff workflow
Custom Solution
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