Cohn, Tanya

DaFonseca, Christopher

DeFreitas, Michelle

Hanna, Karim

Ivan, Tatiana

Jones, Abrill

Marquina, Wendy

O\u27Meara, Mary

Ross, Kaitlin

English

Scholarly Commons@Baptist Health South Florida

Baptist Health South FloridaScholarly Commons @ Baptist Health South FloridaAll Publications1-19-2016Make it on Time: Quality Improvement in FamilyMedicine Outpatient SettingTatiana IvanWest Kendall Baptist Hospital, tatianai@baptisthealth.netKarim HannaWest Kendall Baptist Hospital, karimh@baptisthealth.netAbrill JonesWest Kendall Baptist Hospital, abrillj@baptisthealth.netMary O'MearaWest Kendall Baptist Hospital, maryom@baptisthealth.netKaitlin RossWest Kendall Baptist Hospital, kaitlinr@baptisthealth.netSee next page for additional authorsFollow this and additional works at: https://scholarlycommons.baptisthealth.net/se-all-publicationsPart of the Medicine and Health Sciences CommonsThis Conference Poster -- Open Access is brought to you for free and open access by Scholarly Commons @ Baptist Health South Florida. It has beenaccepted for inclusion in All Publications by an authorized administrator of Scholarly Commons @ Baptist Health South Florida. For moreinformation, please contact Carrief@baptisthealth.net.CitationIvan, Tatiana; Hanna, Karim; Jones, Abrill; O'Meara, Mary; Ross, Kaitlin; DaFonseca, Christopher; DeFreitas, Michelle; Marquina,Wendy; and Cohn, Tanya, "Make it on Time: Quality Improvement in Family Medicine Outpatient Setting" (2016). All Publications.2637.https://scholarlycommons.baptisthealth.net/se-all-publications/2637AuthorsTatiana Ivan, Karim Hanna, Abrill Jones, Mary O'Meara, Kaitlin Ross, Christopher DaFonseca, MichelleDeFreitas, Wendy Marquina, and Tanya CohnThis conference poster -- open access is available at Scholarly Commons @ Baptist Health South Florida:https://scholarlycommons.baptisthealth.net/se-all-publications/2637Background Do Conclusions Make it on Time: Quality Improvement in  Family Medicine Outpatient Setting Tatiana Ivan, M.D., Erik Rico, Karim Hanna, M.D., Abrill Jones, M.D., Mary O’Meara, M.D., Kaitlin Ross, M.D.,  Christopher J. da Fonseca, M.D., Michelle DeFreitas, M.D., MPH, Wendy Marquina, M.D., Aniel Navarro, M.D., Tanya Cohn, PhD, MEd  Difficulty parking proved to be a cause of late patient arrivals and altered clinic flow.  However, our intervention to raise awareness of valet parking services did not increase patient utilization of those services. Our continued hope is to improve our clinic’s work flow by reducing late arrivals.   Our goal is to start another PDSA cycle to identify other means to improve the patient parking experience,  reducing late arrivals,  and thereby increase the efficiency of our clinic. Our intervention aimed at increasing awareness of parking options for the Family Medicine Center (FMC) patient population. We used new signage and standardized scripts  for FMC employees to inform patients of the availability of the free valet parking service. The practitioner informed the patients’ at the end of the visit about the availability of valet services and pointed out the signs that were in the exam room.  Post intervention surveys were then conducted to assess the utilization of the valet option.   Pre-intervention 38.4% of patients reported they were late for their appointment due to a lack of parking. Post-intervention this portion increased  to 45.5%. Post-intervention only 15.6% of patients parked their car via the valet service. 76.9% were aware of the service and chose not to use it. for as they preferred to park the car themselves or were not aware of the free service. There was no significant difference in arrival time  between those who did and did not use valet  post-intervention.   Late patient arrivals change clinic flow. One late patient can delay the appointment times of several patients, decreasing overall patient satisfaction.  Valet services were already implemented at WKBH in effort to solve this problem.  Our intervention showed that despite patient awareness of these services, many are not utilizing these service, thus, not helping patients arrive on time to their appointments. It is unclear whether increased use of valet services would actually decrease the number of late arrivals.    Future Actions Study Plan Late Arrivals Parking Issues Valet Use Pre Intervention 50% 38.4% NA Post Intervention  50% 45.5% 15.6% Inefficiencies related to work flow are common in outpatient teaching clinics. There are many factors contributing to this involving patients, support staff, physician time, electronic records, clinic logistics, etc. These inefficiencies can have a negative effect on patient satisfaction and care.  Late patient  arrivals is one of these factors that we thought to address. We encountered no standard model for efficient utilization of clinical time during an extensive literature search.             We aimed to identify one problem that impedes daily clinic flow to improve overall efficiency. After analyzing a process map detailing factors contributing to daily clinic flow, we chose late patient arrivals as our target for intervention and a quality improvement PDSA cycle was implemented. Our purpose was to choose a simple focus point that we could address to     reduce the number of late     patient arrivals. We     surveyed patients to     identify what variables     impacted their late arrival     and parking at our     institution was noted to     significantly impact arrival     time.   

Make it on Time: Quality Improvement in Family Medicine Outpatient Setting

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Make it on Time: Quality Improvement in Family Medicine Outpatient Setting

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