OPAC Registration process

OPAC REGISTRATION PROCESSMay 21, 2013

TWO PHASE APPROACH

Phase one (May 2012) Joint SLCH/WUSM team to develop future

state registration recommendations for the OPAC

Phase two (June 2012 – present) Adhoc groups developed to address phase

one task force recommendations

PHASE 1 TEAM CHARGE AND CONSIDERATIONS

Charge - to bring a recommendation to the oversight committee for handling registration and waiting at OPAC

Considerations The patient and family experience How current IT systems can facilitate the

registration process Current process improvement efforts underway on

the main campus Situations where joint registration happened today Potential impact on space and FTEs

PERCEIVED FAMILY EXPECTATIONS

One registration Smooth flow between transition points Minimal wait for registration process Ability to go directly to your destination Staffed reception area at building front door Private practice feel

CURRENT STATE

In most locations, patients register at each location they visit which frequently results in multiple registrations in a single day

In others such as OC and HCI, patient experience is to register once, with staff doing double work to get information into all IT systems

SLCH and WUSM have different required registration fields

Frequency of form completion, such as consent to treat/CAFA, is widely different between institutions

OC & SOUTH COUNTY SCC CURRENT STATE In March 2013, a current state analysis was

completed at the OC and South County SCC. The processes observed were registration and check

in. While the majority of the facility’s patient population

are adults, the key findings should be taken into consideration for the OPAC.

KEY FINDINGS

Multiple signing of the HIPAA/Consent to treat form Multiple systems used to update patient information,

which caused incorrect information to go to AMPI Changes to patient’s demographics were completed

when front desk wasn’t busy versus at time of review with patient

Some patients were checked in by Wash U employees and others by BJC employees.

PATIENT FLOWS FOR CONSIDERATION Orthopedic Surgery office visit with Radiology and

Therapy Surgery Pediatric office visit with Lab Timeshare joint visits

Otolaryngology and Audiology Neurology and EEG

WUSM office visit only SLCH office visit only 2 SLCH only visits 2 WUSM only visits

9

Overall Building Adjacency DiagramTwo-Story Option A

Decentralized SLCH Waiting/Registration

2ND FLOOR

1st FLOOR

10

Overall Building Adjacency DiagramTwo-Story Option B

Centralized SLCH Waiting/Registration

2ND FLOOR

1st FLOOR

RECOMMENDATIONS

Check-in and Registration will be decentralized except where it makes sense to consolidate

Suggested areas that may be able to be physically consolidate check-in/registration are: Lab and Imaging Pediatric Suite and Infusion Time Share Suite and Audiology Orthopaedic Surgery and Imaging

Where ever possible, areas seeing patients for the first appointment of the day need to complete registration for all appointments that day.

Surgery

BUILDING SERVICES

PAWS

SURGERY EXITLOBBY/Building Common:

Greeting Station, Conference Rooms,

Sibling Play Room, etc.)FOOD KIOSK

Public Restrms

TherapyServices Orthopedics Imaging

Lab

Pharmacy

OphthalmologyPediatrics

InfusionTimeShare

Audiology

Psychology

LOBBY

Public Restrms

12

Overall Building Adjacency DiagramTwo-Story

HYBRID Waiting/Registration

2ND FLOOR

1st FLOOR

Combined Imaging and Lab

Combined Peds and InfusionCombined TS and Audio

NEXT STEPS

Evaluate and standardize the registration process between SLCH and WUSM

Cross-train WUSM and SLCH staff to facilitate registration of all patients regardless of service utilized.

Standardize required registration fields between SLCH & WUSM

Standardize frequency of form completion requirements

Develop process to share scanned documents such as insurance cards between SLCH & WUSM

APPENDIX

PHASE ONE TASK FORCE MEMBERS

WUSM Kelley Mullen Jennifer Albertina Sheri Farber Ron Faulbaum Joy Haven Dana Sterbenz

SLCH Angie Woods Pam Carpenter Sharon Bader Debbie Joseph Roanne Karzon Jean Stroud Mary Cody