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Kha Janson Medical - Case study- Required
Operations Management (MAN 3504)
Rasmussen University
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Janson Medical Clinic Katelynn Ha Rasmussen College
Author Note: This assignment is being submitted on May 8, 2016 for Katelynn Ha’s Operations Management course.
Janson Medical Clinic Within today’s society, many people live busy lives and rely on quick, efficient processes to stay on schedule; however not every business of operation is efficient, including Janson Medical Clinic. From patient surveys, the results concluded improvements in different departments and a need of improvement for overall satisfaction for customer service from the employees. There are three steps when visiting a clinic, which are making an appointment beforehand, checking in and out, and the care and treatment from the staff for the entire process. While making appointments, the friendliness of the receptionist and convenience of hours need to be improved. When checking in and out, the timing needs to be improved, along with the feel of the waiting room. The care and treatment of the staff needs to improve overall, including respect, listening to the problem, and providing a better explanation of the condition and treatment. These issues were taken from the results of the patient survey. The implication from the survey includes many improvements from different departments and can be performed by improving processes and training staff to have more pleasant communication skills within the office and with patients. Some improvements within the flow of patients incorporate clearly defined patient destinations, avoiding bottlenecks, plan for logical traffic patterns, and controlling internal traffic. By incorporating clearly defined patient destinations, it reduces the confusion of patients and allowing them to get to their destination quicker, resulting in more content patients. Avoiding bottlenecks helps with the flow of patients as well because it allows less waiting time and more efficient processes. For the Janson Medical
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scheduling will improve the time for check- ins because patients are allowed to upload all their information within the system so there is no need to fill out additional paperwork when arriving for their appointment, therefore the receptionist only has to quickly check over the information and take a copy of the insurance card. This process will also help with the patients satisfaction because there will be no need for additional work and improve the efficiency of the Janson Medical Clinic. By providing 24 hour convince, patients are able to set an appointment based completely on their own schedule, thus improving the convenience of office hours (The Benefits of Online Appointment Scheduling to the Medical, Healthcare and Wellness Industries. (2012)). Therefore, by including some of the improving methods, will increase the overall satisfaction of the patients. It will improve the processes within the clinic and create a more time effective result. By improving these methods, it will hopefully increase the friendliness and customer service of staff due to the efficiency of the work place.
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The Redesign of Patient Registration Process Patient signs in
Receptionist calls nurse for whichever patient is ready first
Patient takes a seat if online appointment was made
If patient made appoint over the phone, additional paperwork is filled out
Receptionist determines if any additional information is needed (whether patient made appointment online or not)
Receptionist offers to validate parking
Additional steps of original process included
Kha Janson Medical - Case study- Required
Course: Operations Management (MAN 3504)
University: Rasmussen University
