STREAMLINING PATIENT

FLOW

Xtrac - Lean Patient Flow MeasurementToday, there’s increased demand for streamlining and optimizing patient flow to help reduce overcrowding, prevent poor hand offs, and avoid delays. All of these factors contribute to the overall patient experience, and ultimately, impact your bottom line. The Expeditor Patient Flow System is a complete Door-to-Door Patient Flow solution. We’ll install our proven light signaling system that can immediately help your practice improve the patient experience by eliminating unnecessary wait times – while increasing staff productivity and achieving maximum levels of efficiency.

Expeditor’s Xtrac technology solution tracks the patient throughout their visit. From Check-In to Check-Out, Xtrac tracks how long the patient is waiting in the Waiting Room and Exam Room to how long they are spending with the Provider and ancillary staff.

By delivering easy-to-understand performance graphics through a client-centric metrics dashboard, Expeditor’s Xtrac aligns and empowers every level of your practice to achieve organizational goals. The mark of a high-performing practice is that everyone — from the boardroom to front-line understands your practice’s priorities and their role in reaching performance goals.

Our easy to navigate metrics dashboard will allow you to see complete Door-to-Door times for each facility. You’ll also have the ability to review the details of each Provider’s and ancillary staff member’s performance, as well as how your practice compares to similar facilities locally, regionally and nationally.

Once your system has been installed and we’ve obtained a few weeks of data, an Expeditor Strategic Advisor will explain how to read the data in your dashboard. Each quarter, we’ll identify the Patient Flow bottlenecks and explain how to use the data to improve Patient Flow.

Check-In to Check-OutPatient-centered practices seek to make patients feel better, both physically and emotionally. One important aspect of the patient encounter that tends to be overlooked is the time spent waiting before a patient sees a Provider. Often, practices are unsure of how to minimize wait times. Waiting to see a Provider increases patient anxiety and is frequently cited as a reason why patients leave a practice or score them unsatisfactory when surveyed. Improving actual wait times, as well as patients’ perceptions of their wait, can result in increased patient satisfaction and improved bottom lines.

Studies have shown that the average time patients spend waiting to see their Provider is 24 minutes. At some practices, patients are made to wait significantly longer, in some cases hours. Patients kept waiting for more than 10 minutes in the waiting room report an 8.1 point drop in satisfaction (100-point scale) compared to those patients who waited 0-5 minutes.

Reducing wait times and changing how patients perceive the wait can make a tremendous difference in the patient experience. You can’t manage what you don’t measure, so let Expeditor show your practice how we capture the Patient Check-In to Patient Roomed times as well as the Check-In to Check-Out times. Coupled with your Expeditor light system data, Expeditor will deliver and consult on complete Door-to-Door Visit Times to help you manage overall patient flow efficiency.

Transfer or Check-Out PatientKiosk

Select Your Provider Patient Satisfaction Survey

Reception View

Nurse View

Patient Check-In

Deliverables• 24/7 access to a client-centric online Metrics Dashboard• Monthly Analysis & Quarterly Consulting• Expeditor will capture, analyze and consult on each step of the patient flow process

Top Level Navigation – Multiple Facilities

Measurements• Patient Wait Time in Reception Area• Patient Wait Time in Exam Room• Provider & Ancillary Staff Encounter Times• Door-to-Door Visit Times• Patient Satisfaction Survey (measure perception vs reality)• Provider Time Between Patients

Secondary Navigation – Facility/Provider Specific

4090 Nine McFarland Drive, Alpharetta, GA 30004 • 800.226.8158 • expeditor.com

Patient Satisfaction SurveyIn today’s ever-changing healthcare landscape, there is one constant that is making some practices stand out above the rest, and that is the use of patient satisfaction surveys. Getting into the mind of a patient as they go through your practice is a very important way of seeing your process through fresh eyes so that you can improve your patient flow. Studies show that satisfaction ratings in the lowest 20% are four times more likely to experience high patient turnover, which means a serious hit to your bottom line. Expeditor manages the online or electronic delivery of an 8-10 question survey for your practice. By sending and collecting survey results online, we are far more likely to reach a compliance rate of 50% or higher compared to the dismal return rate of less than 15% of traditional mailed surveys. Expeditor has the ability to analyze and consult on the data because of quick online access to the results. It’s important to measure perception versus reality of the patient’s visit times. With Xtrac we are able to capture key metrics throughout the patient’s visit but it’s also important to capture the patient’s perception of how the entire visit went as well. Xtrac’s Patient Satisfaction Survey asks the patient at checkout ‘how did we do today’ with 8-10 simple questions that are related to each step of the patient’s visit so that perception is measured against reality.

The Expeditor DifferenceDoor-to-Door Patient Flow Solutions

PatientWait Time in

Reception Area

PatientWait Time

in ExamRoom

Provider/Patient

EncounterTime

Door-to-DoorVisit Time

ProviderTime

BetweenPatients

PatientSatisfaction

Survey

Timed PriorityQuite often patients need to be alone in the exam room - to dilate, change into a gown, or for an injection to take effect. Pressing the priority light twice and the Provider sequence light activates the timed priority feature. The room status is now occupied, but the light doesn’t flash indicating that the Provider’s presence is needed until a preset time has elapsed. These times can be customized according to each procedure. Once time has elapsed the system will automatically put the patient back in the queue.

Flexible Room AssignmentIn today’s economic environment, it is imperative that medical practices be as flexible and efficient as possible. Flexible room assignment enables a practice to assign a variable number of exam rooms to a particular Provider as needed throughout the day. The system maintains the order of patients for each Provider within their assigned set of exam rooms. This capability affords the practice the flexibility to see patients in the most efficient manner possible. Patient Ready NotificationFrequently, Providers are in their offices or at substations reviewing charts or returning important phone calls. Patient Ready Notification alerts the Provider that a patient is ready to be seen in an exam room and the number of patients waiting at any given time. MOHS Slide Ready LightInforming a MOHS surgeon in a timely manner that a slide is ready for evaluation is a continuous challenge. The Expeditor light system incorporates a slide ready light that is activated by the lab technician. This immediately alerts the MOHS surgeon in the exam room and/or office, when an active patient slide is ready to be evaluated. This enhances surgeon/tech communication, increases patient flow efficiency, and most importantly, improves the overall patient experience. Nurse CallExpeditor provides basic nurse call functions for clinics, ambulatory surgery centers, and other healthcare facilities. From Call Cords, Call Buttons, Pull Cords, Kick Plates and Dome lights to annunciator panels. Our nurse call equipment is UL1069 certified and provides extensive nurse call features.

VIRTUAL MONITORExpeditor’s Virtual Monitor allows you to view and update the patient flow status that is tracked by your light system, from most browser-based networked devices. The screen can be custom-designed to display the status of your entire clinical operation or just a single feature of the system such as X-ray or Lab. Virtual Monitor eliminates the need for some hard-wired input panels and monitors, reducing wiring and hardware costs. Using touch screen technology can further enhance this feature.

IDENTIFY BARRIERS In order to identify the barriers that cause patient flow inefficiencies, we conduct a Waste Walk to experience the environment and then produce a Spaghetti Diagram to show each step in the process. We will then produce a Value Stream Map indicating where the inefficiencies and bottlenecks are located.

Value Stream MapWaste Walk / Spaghetti Diagram

Patient Flow Technology LIGHT SIGNALING SYSTEMEffective light signaling patient flow solutions are customized on three simple goals: • Increase efficiencies• Increase revenues• Build a more satisfying office environment Some of the many features of our Light Systems include: Room SequencingMedical Providers are dependent upon their medical assistants to maintain the order of their patients, which means the medical assistants, must always be steps ahead of their Provider, playing the role of a traffic cop. This responsibility is unnecessary. Medical assistants have many other more important and valuable tasks to perform. Expeditor’s Room Sequencing capability automatically maintains the order of patients to be seen while also showing the location of Providers behind closed doors. This feature ensures that patients are seen in the correct order and saves valuable steps and time for the Providers and their medical assistants. The visual cues in the exam corridor immediately draw attention to the next patient ready to be seen. The providers and staff all know what the cumulative workload is at all times. With one button we indicate Patient Ready, Next Patient in queue, and location of the Provider. Cascading Room SequenceExpeditor provides many different sequencing options to accommodate different types of Providers and services. In situations like X-Ray, Lab and Urgent Care, patients are seen on a first come, first served basis, as opposed to scheduled appointments with a specific provider. Cascading room sequencing is specifically designed for this type of patient flow. This highly flexible cascading room sequencing capability enables Lean patient flow management by instantly notifying all staff who is next for X-Ray, Lab, Urgent Care or other situations where first come, first served patient flow is appropriate. Assistant CallMany times Providers require assistance during a patient exam. This means the Provider must interrupt the patient visit, open the door to the exam room, and begin looking for medical assistance, wasting an inordinate amount of time. The Assistant Call capability permits the provider to simply press a button conveniently located inside the exam room. This action activates a light and an audible tone outside the exam room and in other remote locations such as a nurse station. If staff does not respond within a pre-determined amount of time, the light and tone are automatically repeated. Priority OverrideThroughout the day, there are times when a patient needs to be seen out of sequence. It may be for a high acuity patient or a patient that requires a quick recheck before being discharged. Some patients will wait for a long time just to see the Provider for less than a minute. Priority Override eliminates that bottleneck by permitting the medical assistant to change the order of patients right at the exam room door, while the order of the remaining patients stays the same. The benefit is that Priority Override reduces patient wait times in the exam rooms and increases patient throughput in the practice, permitting more patients to see their Provider during the same number of practice hours.

Lean Patient Flow SolutionsIt’s no secret that all medical practices and institutions must focus on improving the overall patient experience and satisfaction. These issues are fundamental to maintaining the practice’s financial security.

One short and simple path to achieving that goal is streamlining and optimizing patient flow.

The Expeditor Lean Patient Flow System combines sophisticated, automated, browser-based communication and visual cues, a fundamental Lean management tool. The system tracks all patients from Check-in to Check-out - from when they arrive to when they leave the practice.

In addition, a light signaling system informs Providers and staff - via an instantaneous glance - with accurate, up-to-date information about which rooms are occupied, where patients and staff members are located and which patient needs to be seen next.

Automated analysis and reporting combined with informed consulting leads to better results on your practice’s key performance indicators.

Our comprehensive Diagnostic Assessment evaluates clinical and operational aspects to assist organizational leaders in understanding what barriers stand in the way of achieving ultimate efficiency that leads to a healthier bottom line. By

understanding your objectives and goals, processes, operations and people affecting your organization, and providing leaders with Lean recommendations – improvement and success is inevitable. Simply put, we’ll help your organization determine what alternative goals may be necessary to become a world-class organization in terms of quality, satisfaction and efficiency.

Typically, 30-60 minutes of wasted time per physician per day can be recovered.

That translates to 2-3 more patients seen per day, 6-12% more time with each

patient or some combination of the two.

Expeditor applies Lean management principles to increase efficiency in patient flow which results in better quality of care

and higher patient satisfaction.