Business and Clinical Operations | Financial Performance & Management | Governance, Management & Organizational Leadership | New Practice Development

Business and Clinical Operations

• Appointment and Telephone Access
• Staffing Analysis and Scheduling
• Patient Safety and Risk Management
• Patient and Work Flow Process Improvement
• Medical Records, Documentation, and Clinical Information
• Patient Satisfaction Improvement

Work Flow Analysis
How the work of the practice or clinic actually gets done affects the efficiency and cost effectiveness of all resources. Everyone in the practice should be able to count on information, supplies and equipment, space and staff to be available and functioning when needed. Clearly defined and understood procedures reduce variability, waste, and frustration when systems don't work and expectations are not met. Work flow analysis helps understand the systems and the problems that occur, resulting in improvement and value of the practice.

Appointment Access
A major determinant of patient satisfaction is the ability to get an appointment within a desired timeframe, and with the provider of choice. Patients don't want to wait for appointments, and are more likely than ever to find new practices if they can't be seen in a timely and convenient manner. Appointment access is not just about scheduling, but is highly dependent on provider availability, office procedures, treatment planning, technology, and use of staff. A major management challenge for practices is the balance of appointment demand and capacity, and there are many ways to influence both.

Care Management
The emphasis of most practices is on the activity within the office, however, appropriate management of patient care outside the office is as important. Having systems in place for activities such as refill and medication management, telephone assessment, response to test results, and recalls will assure quality and efficient care of patients. As patients move through the myriad of healthcare systems, primary and consultative care, ancillary and diagnostic services, hospitalization, and alternative care settings, their care is frequently handled as a series of unrelated steps. It is important to have a Care Management system that assures that the right people have the right information at the right time to make the right decisions