UHS_625_postclass(1) (1) - UNIVERSITY HEALTH SERVICES...

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1 - UHS UNIVERSITY HEALTH SERVICES Learning objectives: Managing capacity-constrained services Managing capacity includes managing demand
2 - UHS UHS: WALK-IN CLINIC Background: Recent observations on patient wait: Current concerns: Operations issues:
3 - UHS What differences has Triage made to the system? Process Flow Diagram Pre-triage System Front Desk Obtain & Check form Nurse Doctor Specific Provider 40% 41% 19% Triage Obtain & Check form Front Desk/AVF Nurse Doctor Specific Provider 28% 48% 24% Triage System 29.5% 46.5% 5% of 29.5% = 1.5%
4 - UHS Triage Idea – Good or Bad? : A) Initial processing Pre-Triage Triage AVF form 2 2 Wait for records 13.5 13.5 Wait for triage 4.2 Triage 3.5 Total 15.5 23.2 B) Treated by NP Wait for NP 13.5 6.7 NP treatment 32.8 32.8 Total 61.8 (40%) 62.7 (doesn’t apply to sp. provider) C) Treated by MD Wait for NP 13.5 NP treatment 10.0 Wait for MD 10.0 MD treatment 19.4 Total 68.4 (41%) D) Treated by specific NP/MD Wait for NP/MD 24.5 NP/MD treatment 26.1 (?) Total 66.1 (19%) Weighted average total time: 65.3 Wait time Processing time 33.2 32.1 41% of 23.5 = 9.64 min
5 - UHS Comparison of Total Processing Times : A) Initial processing Pre-Triage Triage AVF form 2 2 Wait for records 13.5 13.5 Wait for triage 4.2 Triage 3.5 Total 15.5 23.2 B) Treated by NP Wait for NP 13.5 6.7 NP treatment 32.8 32.8 Total 61.8 (40%) 62.7 (28%) (doesn’t apply to sp. provider) C) Treated by MD Wait for NP

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