University Health Services
Managing Business Operations
Case 2
University Health Services: Walk-In Clinic
Group Members
Eng Jui Goy
Chaweewan Gatepithaya
Hui Man Yin Merina
Kwa Hwee Lay Clarie
Michael Ong
Question 1:
Pre-Triage Problems:
1. Waiting Time between sign-in and treatment is long
a. Everyone, regardless of urgency, ha to see the nurse before consultation with physician. Urgent cases
b.
22% of the patients had to wait for more than 35mins before first contact with a nurse. Patients who requested specific physicians waited an average of 40 minutes to see the desired physician
c. Length of wait was not related to the nature of the visit. (Prescription renewal or referral cases)
d. Linear processes with no diversification of tasks. MDs were unable to handle the incoming cases as fast as other resource (NPs, Receptionist).
2. Inconsistency and variation in treatment due to different skills and experience level of individual nurses
a. urses individually decide extent of care for a patient Patients with similar illness might be treated differentlycaus reduction in confidence or dissatisfaction among patients.
3. duplicated efforts or resources in terms of time spent, questions asked and answered, also physical examinations for patient who would eventually see the MD.
Triage System Success:
1. require
Patients who warrant immediate care are able to receive prompt attention and treatment, triage system significantly shorten their waiting time.
2. Workload on the nurses are eased as nurses no longer need to see every patient who visits the clinic as patients treated by Nurse Practitioner dropped from 40% to 28% (Exhibit 6)
3. Usage of the standard AVF form (Exhibit 7) shortens the front-desk registration process. Reason of patient’s visit are recorded on the AVF, reducing duplicating checks and questioning.
Triage System Failure:
1. Despite a more
Case 2
University Health Services: Walk-In Clinic
Group Members
Eng Jui Goy
Chaweewan Gatepithaya
Hui Man Yin Merina
Kwa Hwee Lay Clarie
Michael Ong
Question 1:
Pre-Triage Problems:
1. Waiting Time between sign-in and treatment is long
a. Everyone, regardless of urgency, ha to see the nurse before consultation with physician. Urgent cases
b.
22% of the patients had to wait for more than 35mins before first contact with a nurse. Patients who requested specific physicians waited an average of 40 minutes to see the desired physician
c. Length of wait was not related to the nature of the visit. (Prescription renewal or referral cases)
d. Linear processes with no diversification of tasks. MDs were unable to handle the incoming cases as fast as other resource (NPs, Receptionist).
2. Inconsistency and variation in treatment due to different skills and experience level of individual nurses
a. urses individually decide extent of care for a patient Patients with similar illness might be treated differentlycaus reduction in confidence or dissatisfaction among patients.
3. duplicated efforts or resources in terms of time spent, questions asked and answered, also physical examinations for patient who would eventually see the MD.
Triage System Success:
1. require
Patients who warrant immediate care are able to receive prompt attention and treatment, triage system significantly shorten their waiting time.
2. Workload on the nurses are eased as nurses no longer need to see every patient who visits the clinic as patients treated by Nurse Practitioner dropped from 40% to 28% (Exhibit 6)
3. Usage of the standard AVF form (Exhibit 7) shortens the front-desk registration process. Reason of patient’s visit are recorded on the AVF, reducing duplicating checks and questioning.
Triage System Failure:
1. Despite a more