document.xls

SIPOC Matrix

Suppliers Input Process Output Customer

Should start with a verb

Patient Triage patients Patient & Staff

Patient Assess patient (Nurse) Doctor

Patient, Insurance Admit patient

Patient, Previous Nurses Assess patient (Doctor) Patient & Testing facility

Doctor, Patient Run tests Doctor and patient

Testing Facility Test Review test report ~ Diagnosis Doctor and patientDoctor Test report Treat patient ~ Wellness for the patient Doctor and patientDoctor, Patient Treatment Discharge patient

Who do the inputs to the process come from?

What "thing(s)" go into the process to generate the output?

Steps or tasks that utilize inputs and generate output and are of value to the customer

What does the process generate?

Who receives the output of the process?

Proper or personal noun (person, group, or title)

Noun (a "thing," which includes information). Should avoid verbs

Noun (a "thing," which includes information). Should avoid verbs

Proper or personal noun (person, group, or title)

~ Vital signs~ Patient's story

~Early assessment ~Vital signs

~ Questions about symptoms~ Possible causation~ Family history~ Vitals

~ Symptoms ~ Family history ~ Vital signs~ What events may have triggered issue according to patient

~ Insurance card request~ Completed and signed admissions paperwork

~ Coverage for the patient ~ Any signed liability & privacy documents~ Any other critical information (billing address, contact information, etc.)

Billing department &Other staff that needs to communicate with the patient at a later date

~ Completed/signed admissions paperwork~ verbal run-down of symptoms & vitals ~ symptoms & other important information~ Doctor's specific questions and specific follow-up questions

~ Nurses' detailed issue assessment~ Patient's detailed issue assessment~ Doctor opinion~ Additional paperwork~ Patient answers to questions~ Test request/orders & paperwork

~ Test-request paperwork (fully complete)~ Test preparation instructions~ Patient provides samples

~ Raw test results

~ Discharge paperwork (complete with all information concerning visit and any followup needed)

Filing system clerkPatient

document.xls

SIPOC MatrixSuppliers Input Defects Process Process Owner Output Defects Customer CTQ

What does the process generate? What can be wrong with the output?

Patient Wrong information Triage patients TBD Patient & Staff

Patient Assess patient (Nurse) Head nurse Doctor

Patient, Insurance Admit patient Admitting supervisor

Patient, Previous Nurses Assess patient (Doctor) Patient & Testing facility

Doctor, Patient Run tests ~Wrong data Doctor and patient

Testing Facility Test Review test report Doctor ~ Diagnosis Doctor and patient

Doctor Test report Treat patient Doctor ~ Wellness for the patient Doctor and patient

Doctor, Patient Treatment Discharge patient Admitting supervisor

Who do the inputs to the process come from?

What goes into the process to generate the output?

What can be wrong with the inputs going into the process?

Steps or tasks that utilize inputs and generate output and are of value to the customer

Who is responsible for the process?

Who receives the output of the process?

What is important about the output to the customer?

Proper or personal noun (person, group, or title)

Noun (a "thing," which includes information). Should avoid verbs

Should start with a verb (action word)

Noun (a "thing," which includes information)

Proper or personal noun (person, group, or title)

~ Vital signs~ Patient's story

~Early assessment ~Vital signs

Missing or wrong information; test not ordered that could have been ordered early in process to speed up the process

Assess the problem quickly. Keep in mind the patient is feeling, " Be nice to me, I'm hurt or not feeling well."

~ Questions about symptoms~ Possible causation~ Family history~ Vitals

~ Unnecessary information~ Missing information~ Wrong information

~ Symptoms ~ Family history ~ Vital signs~ What events may have triggered issue according to patient

~ Patient explains symptoms poorly~ Patient leaving out important information in family history due to improper questioning techniques~ Vitals not taken properly ~ Poorly described events leading to misunderstanding by nurse(s) and/or doctor

~ Providing a proper diagnosis to the issue~ Limiting the amount of tests needed due to complete understanding~ Not missing important tests~ Avoiding multiple visits or visits to other offices not needed

~ Insurance card request~ Completed and signed admissions paperwork

~ Patient does not have insurance card or information~ Insurance company is difficult to work with~ Patient does not have other critical information

~ Coverage for the patient ~ Any signed liability & privacy documents~ Any other critical information (billing address, contact information, etc.)

~ It is found that the patient's coverage has lapsed~ It is found that patient has a large deductable and must provide payment upfront and patient can't pay~ Incorrect billing information results in lost bills~ Admitting cannot contact insurance company to confirm information

Billing department &Other staff that needs to communicate with the patient at a later date

~ The customer is not billed for items that the insurance company should receive~ The insurance covers what should be covered~ The customer is receives all important communication in the future.

~ Completed/signed admissions paperwork~ verbal run-down of symptoms & vitals ~ symptoms & other important information~ Doctor's specific questions and specific follow-up questions

~ Nurse passes incorrect information to the doctor ~ Patient provides incorrect information or leaves out important information

Doctor in charge of department

~ Nurses' detailed issue assessment~ Patient's detailed issue assessment~ Doctor opinion~ Additional paperwork~ Patient answers to questions~ Test request/orders & paperwork

~ Paperwork filled out inproperly or incompletely~ Incorrect assumptions made by previous nurses~ POV of the patient negatively affects the doctor's ability to determine the core cause

~ Requested tests are the correct tests that will determine core cause~ Avoiding unneeded tests~ Doctor providing a level of confidence to the patient that the core cause is discoverable and treatable

~ Test-request paperwork (fully complete)~ Test preparation instructions~ Patient provides samples

~ Test request is confusing or not specific enough~ Proper instructions are not given to the patient for preparation

Floor manager of testing facility

~ Raw test results ~ The test results are accurate~ The proper tests were run~ No tests are missing which would result in a revisit or further waiting

~Wrong results ~mixed up patient data ~equipment failure

~ Misdiagnosis ~Delay diagnosis ~Undiagnosis

~Diagnosis are accurate ~Patient symptoms diagnosed properly ~Quickly get the result back to patient~report sent to another facility

~timeliness deadline not met ~result not ordered

~Patient not given right treatment ~Patient don't understand how to use treatment to cure

~The prescription filled out with label information ~Doctor provide discuss treatment with patient

~wrong prescription ~No consultation with Dr

~ Discharge paperwork (complete with all information concerning visit and any followup needed)

~No follow up or treatment planning from Dr ~Patient don't understand discharge data

Filing system clerkPatient

~Doctor explained follow up and discharge instructions ~Thank patient for his/her visits and make sure they are satisfied