kaizen event report out state of ohio pharmacy board...
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Kaizen Event Report Out
State of Ohio Pharmacy Board
Enforcement and Intake Process
March 7-11, 2016
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How Did We Get Here?
• The Pharmacy Board gets complaints
against licensees either by phone, email,
mail, fax, internal complaints. These
complaints vary in complexity and type.
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High level description of process
Pharmacy Board receives complaints
about potential violations. These
complaints can cover pharmacists,
technicians, etc. The Enforcement staff
reviews these complaints. This review
can lead to a formal investigation, closing
the complaint or referral to another
agency/entity (local law enforcement).
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Summary Suspenders
Jesse Wimberly; Michael Poe; Lisa Dietsche; Don Newton; Chandra Galante; Trey Edwards; Cameron McNamee; Nicole Dehner; Kevin Flaharty; Jim Ringer; Paul Schad; David Gallagher; Sheri Zapadka; Andrea Wagner; Betty
Jones; Eric Griffin: Not Pictured: Yolanda Freeman; Susan King; Matt Lampke; David Ingram
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Scope of the Event
Complaint Received
Complaint Closed
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Process Improvement Goals
Reduce time from complaint receipt to case closure (complete audits and report writing)
Standardized process and keep stakeholders informed
Create data collection system that is easy to use
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New Cases (Monthly)
84103
297
86 80
OCT-15 NOV-15 DEC-15 JAN-16 FEB-16
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Volume by Region
16%
39%19%
26%
CURRENT OPEN CASESNW NE SW SE
NW
NESW
SE
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Time to Process
• Approximately 10-18 months on complex
prescriber cases
• Approximately 1-6 months on basic,
straight forward cases
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To Break for the Better
• Customer focused
• Right people changing the process
• One week-quick and action oriented
• Necessary resources available immediately
• New process implementation begins next Monday
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Day One
-Level Setting-Scope of Event-Stakeholder Identification-Current State Mapping
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SIPOC
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Day Two
-Finish Current State Mapping-Waste Identification-Value Added Discussion-Lean Six Sigma Training
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Quest for
Standardization
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The team brainstormed and evaluated
over 90 improvement ideas
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Day Three
-Clean Sheet Redesign-Analysis-Problem Solving-Process Redesign
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Clean Sheet Redesign
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Day Four
-Future State Process Development-Discussion and Consensus-Implementation Planning-Details
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Today
-More Implementation Planning-Celebration-Sharing the Results
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Future State
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Comparison of Process Maps
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Summary Scorecard
Measure Current
Level
NEW Change
Process Steps 133 69 48%
Decision Points 33 18 45%
Process Lead Time
(basic investigations)
1 - 6
months
2 weeks – 6
months
Potential
time savings
of over 5
months
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Simpler
• Guidelines to Assign Complaint
• Simplify Legal Review Process
• Creation of Investigation Guidance
• Policy and Procedure Consolidation
• Improved Audit Process
• Templates for In-House Review by Admin and Supervisor
• Improved Communication to Field
• Wholesale Records Request Process
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Better
• Online Submission Form
• “Early Out” for Cases
• More Integration and Training on Matrix
• Conduct Proactive Audits
• Remote upload of Audio/Video Files from Field
• Easier Data Gathering
• Standardized Close/Referral Letters
• Creation Phone Triage
• Notification of Case Disposition
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Faster
• Remove Brown Folder review
• Shift case types to administrative assistant
for routine/non-intensive complaints
• Increase usage of online submission and
less data entry
• Complaint form auto-loaded into Matrix
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Less Costly
• Potential Cost Savings include mileage paper and travel (lodging, food, gas, etc.)
Projected Redirected Hours: 3784
• Brown Folder
• Skype Meetings
• Technical Audits
• Pharmacy Surveillance
• On-line Submission
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Implementation Plans
• Templates
• Investigative Checklist (Guidance Document)
• Audit
• Skype/Cloud/Communication
• Training
• Reports
• Matrix/Data
• Policy Procedures
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Templates
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Investigative Guidance/Audits
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Matrix
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Data
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Policy/Procedure and
Reports/Skype
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Training/Communication
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Timeline Tree
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Special thanks to…
Senior Leadership: Steven Schierholt, ESQ. Executive Director
The Ohio State Board of Pharmacy
Nicole Dehner, ESQ. Chief Legal Council
Sponsor: Eric Griffin, Director of Compliance and Enforcement
Team Leader: Yolanda Freeman, Administrative Supervisor
Jesse Wimberly, Regional Supervisor