I

Pediatric Multi-Specialty ClinicNursing Staff Workload Study

Program and Operations Analysis Department

Bree BowersoxKelly Cairns

Dennis Michelson

April 24, 1998

Executive Summary

This report is a study of the clinical time distribution of the Multi-Specialty ClinicPediatric Nursing Staff in Taubman Center. The study was conducted by a group of TOE481 students. Three teams, consisting of 17 nurses, were studied. The purpose of thisproject is to determine the nursing staff workload. Three areas of interest include:

• Proportion of time spent on clinical activities versus non-clinical activities.• Proportion of time spent performing each separate clinical activity.• Detailed information regarding the phone calls handled by the nursing staff.

Data was collected from February 10, 1998 through March 27, 1998. Workload andphone log studies were conducted for a duration of two weeks each. The project teamconducted interviews of the entire nursing staff and performed the observations of aselect group of nurses throughout the study.

The workload measurement data was analyzed to evaluate the distribution of work withinthe Pediatric Clinic. From this study, it was determined that there exists an imbalance inworkload distribution among divisions within the Pediatric Multi-Specialty Clinic. Keyfindings also include the following:

• The annualized Phone Care nursing minutes per patient visit ranged from 13.0to 58.2 minutes.

• The annualized nursing minutes per patient visit for Clinical Activities rangedfrom 14.5 to 64.6 minutes.

• Phone Care consumes the most Full Time Equivalents (FTE), atapproximately 4.5 FTE’s or 35% of all nurses.

The phone log study was conducted in order to identif,r the distribution of types of phonecalls, length of phone calls, and other relevant phone call information.

• For the Pediatric Clinic, the volume of calls is spread evenly throughout theday at approximately 28 calls per hour.

• 77% of calls are outgoing and 98% are routed appropriately.

• 48°/o of calls are to or from a patient or a patient’s parent.

The interview results were compared with the actual data findings in order to determinethe difference in subjective and objective data. It was found that the estimatedpercentage of Phone Care is higher than the actual percentage in all but one case Also,

— the estimated percent of time spent on Clinical Activities is higher or very close to theactual percentage in most cases Key findings trom the interview include

• 60% of nurses feel they cannot complete their work in a typical workday.

• Several activities which nurses feel they perform outside their job descriptioninclude clerical activities, clinic scheduling, and medical assistant procedures.

• The nurses suggested job improvements including the addition of newcomputers, more time for patient education, and rotation of clinic/ office days.Observations were conducted on 6 nurses for a period of approximately 2 hours each.During these periods, nurses were studied to identify inefficiencies in their normal workpatterns and daily activities. A list of general improvements was obtained from theseobservations. Key findings from the observations include nurses doing the following:

• Performing unnecessary clerical activities.• Calling patients from the waiting area.• Walking unnecessary distances to office equipment they need.• Writing chart summaries prior to seeing patients.

Several data barriers were encountered throughout the study. Two major barriers includemisuse of beepers and discrepancies in interpretations of workload and phone logdefinitions. Further discussion of these barriers can be found in the report.

The recommendations discussed in the report are:

• Reduce dictation time for Gastroenterology.• Reduce phone care time for Nephrology and Neurology.• Reduce non-clinical communication time for Neonatology, CN II’s,and CN Ill’s.• Reduce the amount of scheduling calls handled by nurses.

I

/Table of Contents

/

Introduction and Background

- ... IPurpose

1Scope

Approach and Methodok.gyProject Approach

.• 3Project Methodology

---.3Current SituationFindings/Conclusions

Workload Data Collection Findings

- - 4Phone Log Findings

7Phone! Workload Comparison

14Interview Findings

15Interview! Workload Comparison

17Observation Findings

17Data Barriers

I 8Reconuindatjons

18Appendices

20

1•E\ /

Introduction and Background

A steering committee was formed in July 1997 in order to manage a clinic reorganization

project for the Pediatric Multi-Specialty Outpatient Clinic in Taubman Center. One

phase took place during the Fall semester of 1997, which studied the clinical time

distribution of the Clerical Support Staff The project outlined in this report is another

phase of the clinic reorganization project. This phase, which takes place during the

Winter semester of 1998, studies the clinical time distribution of the Nursing Staff. The

study was conducted by a group of IOE 481 students mentored by the Program and

Operations Analysis department.

Purpose

The purpose of this project is to determine the nursing staff workload. Three areas of

interest include:

• Proportion of time spent on clinical activities versus non-clinical activities.

• Proportion of time spent performing each separate clinical activity.

• Detailed information regarding the phone calls handled by the nursing staff.

Scope

Three teams, consisting of 17 nurses, were studied within the Pediatric Multi-Specialty

Clinic. The breakdown of the nurses who were studied is:

Team Division Number of Nurses Number of FTE’s1 Gastoenterology 2 1.5

Infusion 1 0.3! Nephrology 2 2.0

Team 1 Subtotal 5 3.8

2 NeonatologyNeurology

Team 2 Subtotal

3 EndocrinologyPulmonary

Infusion!MyelodysplasiaTeam 3 Subtotal

I3 2.54 3.1

3

0.6

2.054 3.381 0.88 6.23

Peds Total 17 I 13.13

Note: One nurse from Team 1 and two nurses from Team 3 were not studied dueto unavailability. Therefore, 17 of the original 20 were studied.

The breakdown by nursing level is:

‘FTE = Full Time Equivalent

Note: Two nurses, from Endocrinology and Pulmonary, were not included in thephone log study. One of the nurses was on leave, and the other does notperform any phone care. Seventeen nurses were included in the workloadstudy.

Nursing Level Number of Nurses Total FTE’s1Clinical Nurse I (CN 1) 1 0.5Clinical Nurse II (CN II) 4 2.75Clinical Nurse III (CN III) 3 2.23Clinical Nurse Specialist (CNS) 3 2.35Clinical Care Coordinator (CCC) 3 2.6Pediatric Nurse Practitioner (PNP) 3 2.7

Approach and Methodology

Project Approach

The general approach used for this project include:

• Defining the purpose, scope, approach, methodologies, and project schedule

• Creating and revising data collection tools

• Executing data collection studies (workload and phone)

• Interviewing nursing staff

• Performing nursing observations

• Compiling and analyzing collected data

• Producing a report

• Presenting final results to the Pediatric Multi-Specialty Clinic Steering

Committee

Project Methodology

Data was collected from February 10, 1998 through March 27, 1998. The data collection

involved 17 nurses who recorded workload and phone data. The duration of each study

was two weeks. However, in the case of employee absences, or vacations, partial data

was collected for a minimum of one week. Therefore, data was collected throughout a

six-week period. The project team conducted interviews of each of the 17 nurses studied,

and performed observations of a select group of nurses throughout the study. The

following methods were implemented for data collection:

• In order to determine the workload distribution of the nursing staff, a

workload measurement study was performed. The percent of time each nurse

spends on the defined activities was determined by placing “hash” marks next

to the appropriate activity on the workload data sheet (see Appendix C). The

random time intervals used for placing “hash” marks were determined with

beeper alarms programmed for approximately 4 beeps per hour. The

workload study was conducted for 2 weeks.

3

• A phone log study provided detailed information concerning the phone calls

handled by the nursing staff The phone log identified the types of phone

calls, time at which they occurred, length of calls, and other relevant

information (see Appendix C). The statistics for each call were registered on

the phone log data sheet for a period of 2 weeks.

• In addition to the above methodologies, the project team conducted interviews

of all of the nursing staff participating in the study (see Appendix C). The

interviews were used to identify the staffs workload perceptions, which were

compared to the data collected in the workload and phone studies.

• A selected portion of the nursing staff was observed in clinic to identify

activities that were not represented in the workload study. Ineffective

activities in the clinical operations were noted, so suggestions for potential

improvements in the clinic could be made.

Current SituationCurrently, a perceived imbalance of nursing resources among the pediatric divisions

exists. The Steering Committee is interested in creating a more efficient and effective

clinic. This will be accomplished by examining each nurse’s role and determining how

each nurse may be best utilized in the clinic. Limited data has been collected up to now

and there is a lack of tools for on-going measurement. Therefore, a minimal

understanding exists of the actual type of work being performed by nurses. Workload

measurement and phone log studies are necessary to provide initial data for determining

how best to utilize nursing staff resources.

Findin2s/ Conclusions

Workload Data C’ollection Findings

The workload measurement data was analyzed to evaluate the distribution of work within

the pediatric clinic. From this evaluation, it was determined that there exists an

4

imbalance in workload distribution among divisions within the Pediatric Multi-SpecialtyClinic. The following are examples of this imbalance:

• The percentage of Phone Care ranged from 2% in Infusion to 61% in

Nepbrology and Neurology.

• The percentage of time spent on Clinical Coordination! Communication

ranged from 3.5% in Nephrology to 43% in Infusion.

• The percentage of time spent on Patient History! Assessment’ Education

ranged from 3.5% in Neurology to 25% in Infusion.

The Phone Care and Clinical Activities workload results were annualized in order to

examine the average number of nursing minutes each division spends per patient visit.

The breakout of each of the division’s nursing minutes can be seen in Appendix B-4.

• The Phone Care nursing minutes per patient visit ranged from 13.0 to 58.2

minutes. Endocrinology spent the least time at 13.0 minutes per patient visit.

Neurology spent the most time at 58.2 minutes per patient visit.

• The nursing minutes per patient visit for Clinical Activities ranged from 14.5

to 64.6 minutes. Neurology spent the least time at 14.5 minutes per patient

visit. Neonatology spent the most time at 64.6 minutes per patient visit.

Each division was also evaluated in order to compare divisional workload differences.

The clinical nursing level workloads were also compared to locate workload differences

between nursing levels. The results of the workload measurement study were broken

down into the weighted percentage of time spent on each of the activities and the number

of FTh’s spent on each activities (See Appendix A-i, A-2).

5

12

>. 10

0

0

LU4

2

0

Figure 1: FTE Breakout by Activity

Figure 1 shows the following results for the overall Pediatric workload distribution:

a,

Cu

C Ia,0Ia’C

>

Cuz

C)

• Overall Pediatric Phone Care consumes the most FTE’s with approximately

4.5, and accounts for approximately 35% of total nursing FTh’s.

• Phone Care is followed by Clinic Coordination! Communication and Non-

Clinic Communication which account for 1.9 and 1.4 nursing FTE’s

respectively. These 2 communication categories may also include phone time

that is not directly phone care.

• The remaining categories of activities all consist of tess than I FTE each.

Figure 1 displays the pediatric distribution of Full Time Equivalents (FTE) for each of the

given activities.

FTE Breakout by ActivityI 00.0%90.0%80.0%70.0%60.0%50.0%40.0%30.0%20.0%10.0%0.0%

.P) >,

\O

6

The following team level findings were obtained (See Appendix A-I, A-2):

• Teams 1 and 2 have a high percentage of time spent on phone care (43.1 °/b and

50.8% respectively). The high percentage in Phone Care for Team I is due to

Nephrology, which spends 61% of their time on this activity. The high

percentage of Team 2’s Phone Care is a result of Neurology’s 61% Phone

Care time.

• Team 3 has a more even spread throughout the activities.

At the nursing level, the following information was gathered (See Appendix A-i, A-2):

• The CN I, CN II, CCC, and PNP nursing levels have phone care percentages

ranging from 43% to 54°/b.

• The CN III, and CNS nursing levels, however, have Phone Care percentages

ranging from 11% to 16%.

• The CCC and PNP nursing levels spend 42.9% and 47.0% respectively on

Phone Care. These nursing levels should have smaller phone care percentages

due to job descriptions entailing more clinical time with patients as opposed to

phone care time.

Phone Log Findings

The phone log data was evaluated in order to identify the distribution of types of phone

calls, length of phone calls, and other relevant phone call information. The data is shown

on the division level, team level, nursing level, and for the overall pediatric clinic (See

Summary Charts in Appendix A). This data is important because the phone call activity

was determined, in the workload study, to consume more FTE’s than any other activity.

This is consistent with the direction of health care. Nurses are handling more patient care

over the phone, as opposed to seeing the patients in clinic.

7

r. The average number of phone calls! day can be found in Appendix A-3. The number of

r calls Ibr each of the possible activities is weighted for each of the divisions by the

number of FTE’s each nurse worked. This means that a nurse with a higher FTE will begiven more weight when determining the divisional average.

• For the pediatric clinic as a whole, the percentage of time spent on each of the

activities is evenly allocated, except for case coordination and symptom type

phone calls (See Figure 2).

Volume of Call per Day by Type

250.0 100.0%90.0% ,nr rto,200.0 °•‘°

. 70.0%C..)f..r1foI150.0 OU.J/O

50.0%ioo.o 40.0%

30.0%Z 50.0 20.0% E

10.0% c30.0 0.0%

(F

Figure 2: Volume of Call per Day by Type

• From Appendix A-3, it can be seen that the Nephrology division has the

highest average volume of phone calls at 72.1 per day. This average is closely

followed by the Pulmonary division at 68.5 calls per day.

• Nephrology has a volume of 35 case coordination calls per day, which

accounts for the majority of this division’s phone calls. Nephrology’s large

Call Type

8

volume of case coordination calls at 35 per day skews the Team I percentage

to 40.8% and the overall pediatric clinic percentage to 27.8%, which is higher

than the other call type categories.

Evaluation at the nursing level displays the following:

• The PNP’s receive the highest volume of phone calls at 81.1 per day followed

by the CCC’s at 69.8 calls per day.

• The CN III’s have the lowest average daily volume of phone calls at 6.7 per

day.

According to job descriptions, the PNP’ s should have the lowest volume of phone calls

because the majority of their time should be spent in the clinic with patients. The

majority of the PNP’s calls are in regard to case coordination, while the majority of CN

l’s calls are in regard to scheduling. This shows a fundamental difference in the type of

phone calls that are handled by the different nursing levels, which is appropriate.

The average length of phone calls handled by the pediatric nurses can be seen in

Appendix A-4. The average length of phone calls is weighted by the volume of calls that

each nurse receives. Therefore, nurses with higher volumes will be weighted more in the

average length calculation. Standard deviations were calculated for call lengths between

each of the divisions in a team, each of the divisions within the clinic, and between the

nurses within each nursing level. Figure 3 depicts the average length of each type of call

for the overall Pediatric Clinic.

9

Figure 3: Length of Call by Type of Call

The length of the phone calls is relatively similar regardless of the type of call.

Test results calls have the longest average length; slightly less than 4 minutes.

Voice mail! paging calls have the shortest length; approximately 1.5 minutes.

• The standard deviation for Team I General Work calls is extremely high with

a value of 6.4 minutes. Gastroenterology causes this high deviation because

its average length of General Work calls is 12.5 minutes compared to 1 and 2-

minute average lengths for the other Team I divisions.

• Among the various nursing levels, the highest standard deviation is 7 minutes,

which occurs for the CNS General Work calls, This corresponds to the

deviation caused by Gastroenterology in the General Work calls.

Length of Call by Type of Call

100.0%90.0%80.0%70.0%60.0%50.0%40.0%30.0%20.0%10.0%0.0%

a)a)Cu

a)h..a)0a,>

EC-)

ece.

Call Type

I0

The phone call volume was broken down into the volume of calls received during each

hour of the day (See Figure 4). The times range from 8:00 a.m. until 6:00 p.m. The

volume of calls was weighted by the number of days each nurse works! week, which

allows for the volume to be weighted more for nurses who work more days. The average

number of calls per day during each hour can be seen in Appendix A-5.

Volume of Calls by Hour of Day

(UE0>

(U0

250.0

200.0

150.0

100.0

50.0

0.0

100.0%

90.0%

80.0%

70.0%

600%

50.0%

40.0%

30.0%

20.0%

10.0%

0.0%

(UC)(U

(U1(U0.(U

CU

0

8-9 9-10 10-11 11-12 12-1 1-2 2-3 3-4 4-5 5-6

Hour

Figure 4: Volume of Calls by Hour of Day

• The volume of calls is spread evenly throughout the day at both the divisional

and overall clinic levels.

• The volume of calls does not dramatically vary by the time of day for the

different nursing levels, either. The first hour and last hour of the day have

the lowest volumes because these are times when not all of the nurses are

typically at work.

Phone calls were also broken down into whom the nurse talked to on the phone. The

results of this breakdown can be found in Appendix A-6. Figure 5 illustrates the spread

II

of phone calls between each of the groups of people with whom nurses frequently are in

contact.

Volume of Calls To/From Whom Each Day

100.0% ,

250.0 90.0%80.0% ‘

200.0 700%60.0%

o 150.0>

0

ioo.o 40.0% .

C) 30.0% .

50.0 20.0%10.0%

0.0 0.0%

FigureS: Volume of Calls To/From Whom Each Day

At the overall Pediatric level, the following was true:

• The majority of phone calls, nearly 50%, were placed to or received from the

patient or the patient’s parent.

• 77% of phone calls are outgoing. The breakout of outgoing calls, correctly

routed calls, and calls requiring follow-up can be seen in Appendix A-7.

• The percentage of calls routed appropriately is 98% for the overall Pediatric

Clinic. Most of the calls that are not routed appropriately are due to the nurses

calling a wrong number when making a phone call.

Whom

12

The team level results are as follows:

• Team I and Team 2 have Patient calls in excess of 50%, while Team 3 has37% of its calls to Patients. Physician and Other phone calls are morefrequent in Team 3 than the other 2 teams, which causes the decrease inpatient calls for Team 3. Phone calls that were not documented to! fromwhom they regarded were placed in the Other category.

• Team 3 has the largest average number of calls per day requiring follow-up at51 calls per day, which is 33% of the calls.

• The percentage of outgoing calls is consistent between teams at approximately77%. The high percentage of outgoing calls is a result of nurses obtaining

most of their calls through voice mail or pages. Therefore, they must return

these calls.

The following are the divisional results:

• At the divisional level, Pulmonary must follow-up on 60% of their calls and

Gastroenterology requires follow-up on 50% of their calls.

• The Infusion division within Team I and the Endocrinology division within

Team 3 have the lowest percentage of outgoing calls at approximately 65%.

• The divisional percentages of calls routed appropriately range from 95% to

100%.

At the nursing level, the following findings were apparent:

• The CCC’s and the CN l’s have the highest percentages of calls requiring

follow-up (60% and 52% respectively). This corresponds to the Pulmonary

13

and Gastroenterology divisions, which have percentages of follow-up at 60%and 50%, respectively.

The nursing level percentages of calls routed appropriately range from 94% to100%.

Phone: Workload Comparison

The number of FTE’s that each division spends on the phone can be seen in Appendix B-3. This table compares the total phone time FTh’s obtained from the phone log study to

the Phone Care FTE’s obtained from the workload study.

• The workload study shows higher FTh’s spent on phone care than the phone

log’s total FTh’s for all divisions except for 1.

• Neurology has the largest variance with a workload phone care FTh of 1.5

and a phone log FTh of 0.6.

The following are reasons for the difference between Phone Log FTh’s and workload

Phone Care FTh’s:

• The workload study includes not only the time spent on the phone, but also

preparation and follow-up for the phone care call. However, the phone log

study indicates only the time spent on the phone.

• The workload study data includes only calls regarding patients, while the

phone log study includes all calls made or received.

• The workload study obtained Phone Care time by random beeper alarms. In

the Phone Log study, however, nurses estimated length of each phone call and

therefore, the total time spent on the phone.

‘4

Interview Findings

Every Pediatric nurse studied was interviewed in order to obtain subjective feedback.This feedback was compared to the objective results obtained through data collection inorder to identify discrepancies between the nurse’s workload perceptions and the actualworkload data. General comments relating to the workplace were also noted. Theinterview template used for personal interviews can be found in Appendix C.

Each nurse was asked to estimate the percentage of time that spent performing clinicalactivities and phone care activities during an average day. Many nurses feel that the

percentage varies depending on the day of the week. Clinical activities include:

• Patient history! assessment! education

• Treatment! medication! procedures

• Independent nurse visits

• Nurse visits with attending

• Clinic coordination! communication

Some nurses may have included Phone care as a clinical activity, which would explain

the large differences between the estimated and calculated values. An obvious instance

of this is notable when a nurse estimates a very high percentage of both clinical activities

and phone care. Instances where the estimated clinical activities and phone care

percentages add up to more than 100% indicate that the nurse included phone care in the

clinical activities.

The following is a list of types of phone calls placed or received by the nursing staff:

• Scheduling • Test Results • Prescription Refills• Medication changes • Referrals • Symptoms• Schools! community • Counseling! behavioral • Assessment! adjustment

outreach issues of regimen• Scheduling non-clinic • Stocking issues • Insurance

appointments

15

A breakout from all nurses on their perceptions of completrng their work within aworkday is:

Fully Complete — 12%

Mostly Complete — 29%

Do Not Complete 59%

Some general comments obtained regarding the ability to complete work in a typical dayinclude:

• Work variation depends on day of week and time of year.

• Many nurses work through their lunch period.

• Some nurses stay beyond the scheduled workday to complete necessary work.

• Minimal time exists for extra projects and program planning.

• Clinic time is demanding.

The following is a list of activities nurses are performing outside of their job descriptions:

• Clerical activities

• Disease management

• Tracking charts

• Clinic scheduling

• Medical Assistant procedures

• Coordinating in-services for fellows

• Cleaning staff rooms

• Covering staff absences

The nursing staff suggested the following job improvements:

• Add new computers! internet access.

• Create time for patient education (internal! external and material

development).

• Rotate clinic and office days intermittently (Friday clinic days make prompt

follow-up difficult).

16

• Add more nursing support.

• Utilize Infusion clinic to full potential.

buerview Workload Comparison

The comparison of interview findings to the actual data collected can be seen inAppendix B-i. The estimated percentage of time spent on phone care is higher than theactual percentage in all cases except for 1. This shows that nurses feel they are spendingmore time on phone care than they actually are. The estimated percentage of time spenton clinical activities is higher or very close to the actual percentage in most cases. Thereare a few cases where the estimated percentage is significantly lower than the actualpercentage.

Observation Findings

Six nurses were observed for a period of approximately 2 hours each. The observations

occurred between March 17 and March 25, 1998. During these periods, nurses were

studied to identify inefficiencies in their normal work patterns and daily activities. The

following is a list of some areas for potential improvements:

• Some nurses call their own patients from the waiting area and obtain patient

vital signs.

• Many nurses are required to walk to other office areas for office equipment

such as photocopiers, printers, etc.

• Some nurses are performing unnecessary clerical activities such as checking

patient status on the computer, filing, etc.

• The scheduling system produces additional work for nurses by randomly

assigning appointments to patients on the waitlist. These patients then call the

nurse if the appointment is unsatisfactory and needs to be rescheduled.

• Some nurses create additional work by reviewing charts and writing a

summary before seeing patients.

• Nurse workload is increased when medical assistants are absent and there are

no substitutes available.

17

Data Barriers

Several barriers to accurate data collection were encountered during the study. Some of

the more prominent barriers include:

• Beepers were not always worn, activated, or heard.

• The interpretation of workload and phone study definitions varied between

nurses.

• Nurse vacations were not identified at the beginning of the study, and

therefore, adjustments could not always be made.

• Communication to nurses regarding the study was sometimes ineffective (i.e.,

email was not always read).

• Due to a short time period for the study, a sense of trust and openness was not

created, which may have hindered some results (i.e. interview data).

• Student schedules prevented the project team from performing extended

observations.

• Some nurses chose not to record data on some days during the study, and

therefore, a smaller sample size was generated.

RecommendationsIn order to utilize the nursing staff to its full potential, the following recommendations

should be considered:

• Alleviate workload imbalance between divisions. The largest imbalance

occurred within Phone Care. Therefore, this area should be focused on first to

identify why the imbalance exists and how the problem could be redistributed.

• Reduce phone care time for Nephrology and Neurology. These divisions have

extremely high phone care percentages relative to the other divisions. The

nurses within Nephrology and Neurology cause the overall PNP and CCC

nursing levels to have high phone care percentages as well. These nurses

- 18

could be better utilized in non-Phone Care activities because of their upper job

levels.

• Reduce non-clinical communication time for Neonatology, CN II, and CN UI.

This type of communication is not directly related to patient care, and

therefore should be minimized.

• Reduce the amount of scheduling calls handled by nurses. Teams I and 2

have a significant percentage of scheduling phone calls each day which should

be filtered through the clerical staff before the nurse becomes involved.

• Reduce dictation time for Gastroenterology. This is the only division that has

a high percentage of dictation. A reduction of dictation would allow these

nurses to spend additional time in areas of higher priority.

Table of Appendices

Appendix A:Workload PercentagesWorkload FTEAverage Volume of Phone Calls! DayAverage Length of Phone CallsAverage Phone Calls/HourAverage Number of Calls To! From WhomCall Routing and Follow-Up

Appendix B:Interview Findings vs ActualGeneral InformationPhone FTE TotalsAnnualized FTE

Appendix C:Workload DefinitionsWorkload Data SheetPhone Log DefinitionsPhone Log Data SheetInterview Template

Appendix D:Workload Raw DataPhone Log Raw Data

——

——

——

——

—

cJ

‘ci

1.?

FE

[.

E—

.U

1E

.,

By

Tea

m:

Wor

kloa

dM

easu

rem

ent

Stud

ySu

mm

ary

Wei

ghte

dP

erce

nta

ge

ofA

ctiv

itie

s4/

5/98

.T

reat

i.

..

Phon

ePa

tient

His

tory

/In

dep.

Nur

seN

urse

Vis

itC

linic

Coo

rdin

.N

on-C

linic

Dep

artm

ent

Med

siD

icta

tion

Res

earc

hIn

-Pat

ient

Trav

elB

reak

sO

ther

Car

eA

sses

s.I

Ed.

Vis

itW

/A

ttend

ing

/Com

m.

Com

m.

Proc

ed.

TEA

M1

‘,,

Gas

troe

nter

olog

y27

.3%

6.4%

9.8%

24.6

%2.

8%16

.8%

1.1%

6.6%

0.0%

0.2%

2.3°

/o0.

3°/o

1.7%

Infu

sion

2.0%

25.0

%22

.0%

3.0%

2.0%

31.0

%6.

0%0.

0%1.

0%0.

0%0.

0%1.

0%7.

0%

Nep

hroi

ogy

61.2

%7.

2%5.

2%2.

8%7.

8%3.

5%5.

7%0.

0%5.

1%0.

0%1.

2%0.

3%0.

0%

Tea

mlW

eigh

tedP

erce

ntag

e43

.1%

8.3%

8.4%

11.4

%5.

4%10

.9%

3.9%

2.6%

2.7%

0.1%

1.5%

0.4%

1.2%

TE

AM

2:‘

:‘*

1

Neo

nato

logy

6.9%

11.0

%2.

8%0.

7%10

.3%

26.2

%22

.8%

0.0%

1.4%

1.4%

7.6%

0.0%

9.0%

Neu

rolo

gy61

.4%

3.5%

4.9%

3.9%

2.7%

4.7%

14.2

%0.

6%0.

9%0.

4%1.

2%0.

0%1.

5%

Tea

m2W

eigh

tedP

erce

ntag

e50

.8%

4.9%

4.5%

3.3%

4.2%

8.9%

15.9

%0.

5%1.

0%0.

6%2.

4%0.

0%3.

0%

TEA

M3

End

ocri

nolo

gy18

.4%

6.7%

3.8%

11.1

%9.

2%13

.2%

12.9

%1.

2%1.

5%11

.2%

4.7%

1.9%

4.1%

Pulm

onar

y26

.8%

8.3%

3.4%

0.0%

1.2%

17.1

%10

.4%

0.1%

18.2

%0.

4%0.

9%0.

7%12

.3%

Infu

sion

3.1%

11.6

%16

.3%

0.0%

0.8%

42.6

%15

.5%

0.0%

3.9%

0.0%

5.4%

0.8%

0.0%

Tea

m3W

eigh

tedP

erce

ntag

e21

.0%

8.2%

5.2%

3.7%

3.8%

19.1

%11

.9%

0.5%

10,9

%3.

9%2.

7%1.

1%8.

0%

Ped

sPer

cent

age

34.5

%7.

5%5.

9%5.

8%4.

3%14

.3%

10.5

%1.

1%6.

2%2.

0%2.

3%0.

6%4.

9%

By

Nur

sing

Lev

el:

Phon

ePa

tient

His

tory

lT

reat

iIn

dep.

Nur

seN

urse

Vis

itC

linic

Coo

rdin

.N

on-C

linic

Dep

artm

ent

.D

Icta

tion

Res

earc

hIn

-Pat

ient

Trav

elB

reak

sO

ther

Car

eA

sses

s./E

d.M

eds.

IV

isit

w/A

ttend

ing

/Com

m.

Com

m.

CN

I54

.0%

5.1%

6.6%

8.1%

1.0%

18.2

%1.

5%0.

0%0.

0%0.

0%2.

0%1.

0%2.

5%

CN

II45

.8%

7.9%

8.0%

1.0%

0.4%

15.9

%16

.6%

0.0%

1.2%

0.3%

1.8%

0.3%

0.8%

CN

III10

.9%

5.2%

2.6%

0.2%

5.1%

20.9

%11

.6%

0.0%

26.5

%6.

3%4.

3%0.

0%6.

5%

CN

S15

.5%

7.7%

7.5%

15.3

%5.

3%17

.5%

8.6%

4.2%

2.1%

4.3%

1.7%

0.3%

10.0

%

CC

C42

.9%

8.8%

5.9%

3.1%

4.2%

11.3

%9.

3%0.

7%1.

4%0.

7%2.

1%0.

9%8.

7%

PN

P47

.0%

7.8%

5.3%

9.4%

7.6%

6.8%

8.0%

0.9%

3.8%

0.0%

1.9%

1.5%

0.0%

Sou

rce:

Wor

kloa

dM

easu

rem

ent

Stu

dyR

awD

ata

She

etC

olle

cted

2/16

/98

-3/

27/9

8

wei

ghte

dby

FTE

A-i

fl

E—

r—i

(DL

:.

——

——

jn

Wor

kloa

dM

easu

rem

ent

Stud

ySu

mm

ary

4/5/

98FT

EB

reak

out

By

Act

ivit

yB

yT

eam

:P

atie

nt

.T

reat

iIn

dep.

Cli

nic

Phone

His

tory

!N

urs

eV

isit

.N

on-C

lini

cD

epar

tmen

tM

edJ

Nurs

eC

oo

rdin

.D

icta

tion

Res

earc

hIn

-Pat

ient

Tra

vel

Bre

aks

Oth

erT

otal

Car

eA

sses

s./

..

W/A

tten

din

gC

omm

.

Ed.

Pro

ced.

Vis

it/C

omm

.

TEA

M1

Gas

troen

tero

iog

y0.

410.

100.

150.

370.

040.

250.

020.

100.

000.

000.

030.

010.

031.

50

infu

sion

0.01

0.08

0.07

0.01

0.01

0.09

0.02

0.00

0.00

0.00

0.00

0.00

0.02

0.30

Nep

hro

iogy

1.22

0.14

0.10

0.06

0.16

0.07

0.11

0.00

0.10

0.00

0.02

0.01

000

2.00

Tot

al1.

640.

320.

320.

430.

200.

420.

150.

100.

100.

000.

060.

010.

053.

80

TEA

M2

.

Neo

nat

oio

gy

0.04

0.07

0.02

0.00

0.06

0.16

0.14

0.00

0.01

0.01

0.05

0.00

0.05

0.60

Neu

rolo

gy1.

530.

090.

120.

100.

070.

120.

360.

020.

020.

010.

030.

000.

042.

50

Tot

al1.

580.

150.

140.

100.

130.

280.

490.

020.

030.

020.

080.

000.

093.

10

TEA

MS

En

do

crin

olo

gy

0.38

0.14

0.08

0.23

0.19

0.27

0.27

0.03

0.03

0.23

0.10

0.04

0.09

2.05

Pulm

onar

y0.

910.

280.

120.

000.

040.

580.

350.

000.

620.

010.

030.

020.

423.

38

Infu

sion

0.02

0.09

0.13

0.00

0.01

0.34

0.12

0.00

0.03

0.00

0.04

0.01

0.00

0.80

Tot

al1.

310.

510.

320.

230.

241.

190.

740.

030.

680.

240.

170.

070.

506.

23

Ped

sTota

i4.

520.

980.

780.

760.

571.

881.

380.

140.

810.

270.

300.

080.

6413

.13

By

Nurs

ing

Lev

elP

atie

nt

.T

reat

.!In

dep.

..

Cli

nic

Phone

His

tory

!N

urs

eV

isit

.N

on-C

iini

cD

epar

tmen

tM

ed.!

Nu

rse

.C

oord

in.

Dic

tati

onR

esea

rch

In-P

atie

nt

Tra

vel

Bre

aks

Oth

erT

otal

Car

eA

sses

s.!

..

W/A

tten

din

gC

omm

.E

d.P

roce

d.

Vis

it/C

omm

.

CN

I0.

270.

030.

030.

040.

010.

090.

010.

000.

000.

000.

010.

01(1

010.

50

CN

II1.

260.

220.

220.

030.

010.

440.

460.

000.

030.

010.

050.

010.

022.

75

CN

III0.

240.

120.

060.

000.

110.

470.

260.

000.

590.

140.

100.

000.

142.

23

CN

S0.

370.

180.

180.

360.

120.

410.

200.

100.

050.

100.

040.

010.

242.

35

CC

C1.

110.

230.

150.

080.

110.

290.

240.

020.

040.

020.

050.

020.

232.

60

PN

P1.

270.

210.

140.

250.

210.

180.

210.

030.

100.

000.

050.

040.

002.

70

Sou

rce:

Wor

kloa

dM

easu

rem

ent

Stu

dyR

awD

ata

Sh

eet

Col

lect

ed:

2/16

/98

-3/

27/9

8

A-2

Ph

on

eL

ogS

un..

.ary

Ave

rage

Num

ber

ofP

hone

Cal

lspe

rD

ay

By

Tea

m:

4/1/

98

Div

isio

nal

Tt

I.

Ph

arm

acy

Voi

ceC

ase

Gen

eral

Wei

ghte

dD

epar

tmen

tS

ched

uli

ng

Tes

tR

esu

lts

.S

ym

pto

m.

..

.P

erso

nal

Oth

erD

ivis

iona

lR

efil

lsM

ail/

Pag

ing

Co

ord

inat

ion

Wor

kA

ver

agel

FT

Es

Day

TEA

M1

.

Gas

troen

tero

log

y4.

92.

41.

36.

40.

24.

90.

30.

01.

221

.51.

5

Infu

sion

0.2

0.0

1.1

0.1

1.1

0.5

1.8

0.2

0.7

5.5

0.3

Nep

hrol

ogy

2.1

11.4

5.6

7.4

0.6

35.0

4.0

0.0

5.9

72.1

2

team

1W

eig

hte

dA

vera

ge7.

113

.87.

913

.91.

840

.46.

10.

27.

83,

8

Tea

m1

Per

centa

ge

7.2%

14.0

%8.

0%14

.0%

1.8%

40.8

%6.

2%0.

2%7.

9%

!E..

U2

,

,

.A

’LN

eon

ato

log

y0.

70.

00,

50.

11.

61.

91.

20.

50.

26.

70.

6

Neu

rolo

gy0.

36.

57.

516

.40.

310

.80.

90.

08.

751

.42.

5

Tea

m2W

eighte

dA

ver

age

1.0

6.5

8.0

16.5

1.8

12.7

2.1

0.5

9.0

3.1

Tea

m2P

erce

nta

ge

1.7%

11.2

%13

.8%

28.3

%3.

2%21

.9%

3.6%

0.8%

15.4

%

Th

ÔM

L. .

“

En

do

crin

olo

gy

7.0

0.3

1.6

4.6

0.4

2.3

2.6

0.2

0.8

19.6

2.05

Pul

mon

ary

4.3

1.6

8.0

15.3

17.1

12.9

5.6

0.2

3.6

68.5

3.38

Infu

sion

0.0

0.3

0.3

0.0

0.5

2.1

5.1

0.0

0.0

8.3

0.8

Tea

m3W

elghte

dA

ver

age

11.3

2.1

9.8

19.8

18.0

17.2

13.3

0.4

4.4

6.23

Tea

m3P

erce

nta

ge

11.7

%2.

2%10

.2%

20.6

%18

.7%

17.9

%13

.8%

0.4%

4,5%

Ped

sWei

ghte

dA

ver

age

19

.422

.525

.750

.221

.670

.421

.51.

121

.2

Ped

sPer

cen

tag

e7.

7%8.

9%10

.1%

19.8

%8.

5%27

.8%

8.5%

0.4%

8.3%

3.1

3

By

Nur

sing

Lev

el:

Nu

rsin

gL

evel

Tot

al.

Ph

arm

acy

VoI

ceC

ase

Gen

eral

Dep

artm

ent

Sch

eduli

ng

Tes

tR

esu

lts

.S

ym

pto

m.

.P

erso

nal

Oth

erW

eigh

ted

Nur

sing

Ref

ills

Mai

l/P

agin

gC

oo

rdin

atio

nW

ork

Ave

rage

/L

evel

FTE

sD

ay

CN

lWei

ghte

dAve

rage

*3.

72.

00.

82.

60.

21.

40.

00.

01.

211.7

0.5

CN

lPer

cen

tag

e31

,2%

17.1

%6.

4%21

.8%

1.3%

12.0

%0.

0%0.

0%10

.3%

CN

llW

eig

hte

dA

ver

age

0.2

1.5

3.3

5.8

1.6

5.0

6.9

0.2

2.3

26.8

2.75

CN

llP

erce

nta

ge

0.9%

5.5%

12.2

%21

.7%

5.9%

18.6

%25

.6%

0.8%

8.7%

CN

lllW

eig

hte

dA

ver

age

0.7

0.0

0.5

0.1

1.6

1.9

1.2

0.5

0.2

6.7

2.23

CN

illP

erce

nta

ge

10.7

%0.

0%7.1

%1.

8%23

.2%

28.6

%17.9

°h7.

1%3.

6%

CN

SW

eighte

dA

ver

age’

8.9

0.6

1.1

6.2

3.3

9,5

1.3

0.0

3.4

34.1

2.35

CN

SP

erce

nta

ge

26.0

%1.

8%3.

2%18

.1%

9.5%

27.7

%3.

8%0.

0%9.8

%

CCC

Wei

ghte

dAve

rage

3.4

3.3

9.4

16.0

14.1

15.0

6.1

0.2

2.1

69.8

2.6

CC

CPe

rcen

tage

4.9%

4.8%

13.5

%23

.0%

20.3

%21

.5%

8.8%

0.3%

3.0%

PN

PW

eig

hte

dA

ver

ego

2.5

11.7

6.5

11.1

0.9

36.1

5.9

0.2

6.1

81.1

2.7

PN

PP

erce

nta

ge

3.1

%14.4

%8.

1%13

.7%

1.1%

44.5

%7.

3%0.

2%7.

5%

Sou

rce:

Pho

neL

ogS

tudy

Raw

Dat

aS

heet

Col

lect

ed:

2/10

/98

-3/

20/9

8

wei

ghte

dby

Full

Tim

eE

quiv

alen

t(F

TE

)A

-3

_

—

JC

ED

C

_

.1.

-.J

Th

—fl

—

By

Tea

m:

Pho

neLo

gSu

mm

ary

Wei

ghte

dA

vera

geL

engt

hof

Ph

on

eC

alls

Per

Day

4/8/

98

Ph

arm

acy

Voi

ceC

ase

Gen

eral

Dep

artm

ent

Sch

eduli

ng

Tes

tR

esult

sS

ym

pto

m.

Per

sonal

Oth

erR

efil

lsM

aill

Pag

ing

Coord

inat

ion

Wor

k

TEA

MI

‘‘

s

Gas

tro

ente

rolo

gy

2.7

2.1

2.1

4.0

1.0

4.0

12.5

-8.

0

Infu

sion

1.0

-1.

90.

51.

10.

81.

11.

31.

8

Nep

hrol

ogy

1.8

3.7

2.4

5.0

1.2

2.9

1.6

-2.

0

Tea

m1

Wei

gh

ted

Av

erag

e1.

82.

92.

23.

21.

12.

65.

11.3

4.0

Sta

nd

ardD

evia

tionB

etw

eenD

ivis

ions

0.88

1.16

0.25

2.35

0.08

1.59

6.44

0.00

3.5

1

TE

AII

2.

.

.;rc

Neo

nat

olo

gy

2.8

-1.

83.

01.

24.

82.

13.

51.

0

Neu

rolo

gy2.

01.

61.

43.

52.

51.

63.

6-

1.8

Tea

m2W

eighte

dA

ver

age

2.4

1.6

1.6

3.2

1.9

3.2

2.8

3.5

1.4

Sta

nd

ardD

evia

tionB

etw

eenD

lvls

lons

0.59

0.00

0.21

0.33

0.92

2.23

1.01

0.00

0.55

TEA

M3

En

do

crin

olo

gy

4.4

4.5

1.1

2.2

3.8

1.1

1.5

1.0

0.8

Pu

lmon

ary

1.4

1.3

2.4

2.7

0.5

1.6

1.2

2.5

1.0

Infu

sion

-10

.05.

0-

1.0

6.1

4.4

--

Tea

m3

Wei

gh

ted

Av

erag

e*2.

95.

32.

82.

51.

72.

92.

41.

80.

9

Sta

ndar

dD

evia

tionB

etw

eenD

ivis

ions

2.0

94.

391.

980.

331.

752.

741.

771.

060.

17

Ped

sWei

ghte

dA

ver

age

2.3

3.9

2.3

3.0

1.5

2.9

3.5

2.1

2.4

Sta

nd

ardD

evia

tionB

etw

eenD

ivis

ions

1.13

3.25

1.19

1.42

1.07

1.91

3.82

1.14

2.54

By

Nur

sing

Lev

el:

.P

har

mac

yV

oice

Cas

eG

ener

alD

epar

tmen

tS

ched

uli

ng

Tes

tR

esu

lts

Sym

pto

m.

.P

erso

nal

Oth

erR

efil

lsM

all/

Pag

Ing

Co

ord

inat

ion

Wor

k

CN

lWei

ghte

dAve

rage

4.1

3.5

1.9

3.8

1.0

1.7

--

8.0

Sla

nd

ard

Dev

iati

on

wit

hin

Lev

el0.

000.

000.

000.

000.

000.

000.

000.

000.

00

CN

llW

eig

hte

dA

ver

age*

0.8

4.6

2.6

3.1

1.0

2.3

2.2

1.3

2.2

Sta

ndar

dD

evia

tion

wit

hin

Lev

el0.

24.

81.

62.

30.

02.

61.

90.

001.

6

CN

lllW

eighte

dA

ver

age

2.8

-1.

83.

01.

24.

82.

13.

51.

0

Sta

nd

ard

Dev

iati

on

wit

hln

Lev

el0

.00

0.0

00.

000.

000.0

00.0

00.0

00.0

00.0

0

CN

SWei

ghte

dAve

rage

3.5

0.6

1.5

1.7

0.2

2.6

4.4

-1.

7

Sta

nd

ard

Dev

lati

on

wit

hin

Lev

el4.

20.

11.

22.

20.

003.1

7.0

0.00

0.7

CC

CW

eig

hte

dA

ver

age

2.7

1.5

1.8

3.1

1.3

2.3

3.2

2.5

0.5

Sta

nd

ard

Dev

iati

on

wit

hin

Lev

el0

.91.

41.

01.

61.

11.

92.4

0.00

0.3

PN

PW

eighte

dA

ver

age

1.3

4.0

2.2

4.6

2.5

2.3

1.9

1.0

1.5

Sta

nd

ard

Dev

latl

on

wit

hin

Lev

el0.

93.

31.

43.

51.

81.4

0.7

0.00

1.3

Sou

ice:

Pho

neL

ogS

tudy

Raw

Dat

aS

heet

Col

lect

ed:

2/10

/98

.3/

27/9

8

woi

ghte

dby

volu

me

ofca

lls

per

pers

on

A-4

flfl

EE

EE

flF

Efl

—.,.

EE

Dfl

Th

Pho

neLo

gSu

mm

ary

4/1/

98

Wei

ghte

dA

vera

geP

hone

Cal

lsE

ach

Hou

rP

erD

ay

By

Tea

m: Dep

artm

ent

8:00

-9:

009

:00

-10

:00

10:0

0-

11:0

011

:00-

12:0

012

:00

-1:

001:

00-

2:00

2:00

-3:

003:

00-

4:00

4:00

-5:

005:

00-

6:00

Div

isio

nA

vera

ge?

Day

TEAM

1-

.J

.

Gas

troen

tero

lgy

1.1

2.0

3.3

3.1

3.0

5.6

4.1

3.9

6.1

2.2

34.3

Infu

sion

1.0

2.3

1.3

0.5

1.4

0.2

0.2

0.2

0.0

0.3

7.4

Nep

hrol

ogy

7.4

7.2

6.4

6.0

7.3

8.3

9.1

6.5

9.2

4.8

72.1

Tea

m1

Wei

ghte

dA

vera

ge’

9.5

11.4

11.0

9.5

11.6

14.1

13.3

10.6

15.3

7.3

Per

centa

ge

8.4%

10.1

%9.

7%8.

4%10

.2%

12.4

%11

.7%

9.3%

13.5

%6.

4%

TE

AM

2..:..

jm:

......

,

Neo

nato

logy

1.3

0.6

1.0

0.1

0.5

1.3

0.5

1.1

0.4

0.0

6.7

Neu

rolo

gy3.

15.

79.

310

.46.

86.

35.

45.

85.

20.

158

.2

Tea

m2

Wel

ghte

dA

ver

ag&

4.4

6.3

10.3

10.5

7.3

7.7

5.9

6.9

5.5

0.1

Per

centa

ge

6.8%

9.8%

15.8

%16

.2%

11.3

%11

.8%

9.1%

10.6

%8.

5%0.

2%

T.M

3.-

..

..,

En

do

crin

olo

gy

2.2

4.7

2.9

4.1

1.5

1.7

1.3

1.0

1,7

0.0

21.1

Pul

mon

ary

4.6

11.8

10.3

11.8

5.4

9.3

7.0

5.1

5.8

0.3

71.4

Infu

sion

0.5

0.5

1.1

0.3

1.3

1.3

1.1

1.9

0.3

0.0

8.3

Tea

m3

Wei

ghte

dA

ver

age’

7.3

17.0

14.3

16.2

8.2

12.4

9.4

8.0

7.8

0.3

Per

centa

ge

7.8%

18.2

%15

.3%

17.3

%8.

8%13

.2%

10.1

%8.

6%8.

3%0.

3%

Ped

sWei

ghte

dA

ver

age’

21.3

34.8

35.5

36.2

27.2

34.1

28.6

25.4

28.7

7.6

Ped

sPer

centa

ge

7.6%

12.4

%12

.7%

13.0

%9.

7%12

.2%

10.2

%9.

1%10

.3%

2.7%

By

Nur

sing

Lev

el:

,

Nur

sing

Lev

el

Dep

artm

ent

8:00

-9:

009:

00-

10:0

010

:00

-11

:00

11:0

0-12

:00

12:0

0-

1:00

1:00

-2:

002:0

0-

3:00

3:00

-4:

004:

00-

5:00

5:00

-6:

00W

eigh

ted

Ave

rage

?D

ay

CN

lWei

ghte

dAve

rage

’0.

00.

12.

22.

22.

14.

73.

73.

65.

50.

424

.5

CN

lPer

centa

ge

0.0%

0.4%

9.0%

9.0%

8.6%

19.2

%15

.1%

14.7

%22

.4%

1.6%

CN

IIW

eigh

ted

Ave

rage

’4.

57.

17.

46.

56.

26.

76.

06.

04.

70.

355

.3

CN

llP

erce

nta

ge

8.2%

12.9

%13

.3%

11.8

%11

.3%

12.0

%10

.9%

10.8

%8.

4%0.

5%

CN

lllW

eighte

dA

ver

age

1.3

0.6

1.0

0.1

0.5

1.3

0.5

1.1

0.4

0.0

6.7

CN

UIP

erce

nta

ge

19.6

%8.

9%14

.3%

1.8%

7.1%

19.6

%7.

1%16

.1%

5.4%

0.0%

CN

SW

eig

hte

dA

ver

age’

3.1

8.3

6.3

3.7

1.5

3.4

1,8

1.9

3.2

2.0

35.2

CN

SP

erce

nta

ge

8.9%

23.5

%18

.0%

10.6

%4.

2%9.

7%5.

0%5.

3%9.

2%5.

7%

CC

CW

eigh

ted

Av

erag

e’4.

79.

210

.615

.48.

78.

46.

96.

25.

00.

175

.3

CcC

Per

centa

ge

6.2%

12.2

%14

.1%

20.5

%11

.6%

11.2

%9.

2%8.

3%6.

6%0.

1%

PNP

Wei

ghte

dA

vera

ge’

7.6

9.5

8.1

8.3

8.2

9.6

9.8

6.7

9.9

4.8

82.4

PN

PP

.rc.n

t.g.

9.2%

11.5

%9.

8%10

.0%

9.9%

11.7

%11

.8%

8.1%

12.0

%5.

8%

Sou

rce.

Pho

neL

ogS

tudy

Raw

Dat

aS

heet

Col

lect

ed.

2110

/98

-3/

27/9

8

wei

ghte

dby

days

per

wee

kw

orke

d(O

utof

Sda

ys)

flfl

,1.

fin

nfl

..

n—

.,

n=

.:E

F.

fin

.!

.—

By

Tea

m:

Pho

neLo

gSu

mm

ary

Wei

ghte

dA

vera

geN

umbe

rof

Cal

lsT

o!F

rom

Who

mP

erD

a4/

3/98

Div

isio

nal

Dep

artm

ent

Patie

ntlP

aren

tPh

ysic

ian

Phar

mac

ist

Lab

orat

ory

Pagi

ngN

oice

Mai

lN

urse

Secr

:tarY

/Sc

hool

Oth

er

Day

TEA

M1

..

..

.

Gas

troe

nter

olog

y20

.64.

21.

10.

31.

23.

70.

50,

32.

334

.1In

fusi

on0.

00.

61.

30.

41.

40.

81.

80.

01.

17.

4N

ephr

olog

y38

.58.

04.

94.

20.

62.

67.

20.

25.

871

.9T

eam

lWei

ghte

dAve

rage

*59

.112

.77.

34.

93.

27.

19.

50.

59.

111

3.3

Team

1Pe

rcen

tage

52.2

%11

.2%

6.5%

4.3%

2.8%

6.2%

8.3%

0.4%

8.1%

.

Neo

nato

logy

1.1

0.2

0.4

0.0

1.6

0.5

1.0

0.1

1.9

6.7

Neu

rolo

gy35

.91.

53.

82.

00.

03.

00.

60.

310

.157

.2

Tea

m2W

eigh

tedA

vera

ge37

.01.

74.

22.

01.

63.

51.

50.

412

.063

.9T

eam

2Per

cent

age

57.9

%2.

7%6.

6%3.

2%2.

4%5.

5%2.

4%0.

6%18

.8%

TEA

M3

End

ocri

nolo

gy11

.61.

41.

90.

10.

40.

52.

20.

22.

420

.7Pu

lmon

ary

22.4

12.4

5.8

1.8

11.9

1.8

3.6

0.2

11.2

71.0

Infu

sion

3.2

1.1

0.8

0.8

0.3

0.8

0.0

0.0

1.3

8.3

Tea

m3W

ight

edA

vera

ge*

37.2

14.9

8.5

2.7

12.5

3.1

5.8

0.4

14.9

100.

0T

eam

3Per

cent

age

37.2

%14

.9%

8.5%

2.7%

12.5

%3.

1%5.

8%0.

4%14

.9%

Peds

Wei

ghte

dAve

rage

*13

3.3

29.3

20.0

9.7

17.3

13.6

16.8

1.3

36.0

277.

2Pe

dsPe

rcen

tage

48.1

%10

.6%

7.2%

3.5%

6.2%

4.9%

6.0%

0.5%

13.0

%

By

Nur

sing

Lev

el:

Nur

sing

Leve

lD

epar

tmen

tPa

tient

lPar

ent

Phys

icia

nPh

arm

acis

tL

abor

ator

yPa

ging

Noi

ceM

ail

Nur

seec

rear

ySc

hool

Oth

erW

eigh

ted

Ave

rage

lD

ayC

NIA

vera

ge14

.61.

90.

60.

21.

23.

30.

50.

02.

024

.3C

NI

Per

centa

ge

60.1

%7.

8%2.

5%0.

8%4.

9%13

.6%

2.1%

0.0%

8.2%

CN

IIA

vera

ge26

.92.

64.

62.

81.

72.

91.

80.

311

.154

.7C

NII

Per

centa

ge

49.2

%4.

8%8.

4%5.

1%3.

0%5.

4%3.

3%0.

5%20

.2°/

aC

NIll

Ave

rage

1.1

0.2

0.4

0.0

1.6

0.5

1.0

0.1

1.9

6.7

CN

IllP

erce

nta

ge

16.1

%3.

6%5.

4%0.

0%23

.2%

7.1%

14.3

%1.

8%28

.6%

CN

SA

vera

ge15

.38.

51.

41.

50.

31.

62.

00.

53.

634

.6C

NS

Per

centa

ge

44.2

%24

.7%

4.0%

4.2%

.0.

8%4.

8%5.

8%1.

3%10

.4%

CC

CA

vera

ge32

.07.

96.

90.

911

.62.

43.

30.

29.

774

.8C

CC

Per

centa

ge

42.7

%10

.5%

9.2%

1.2%

15.5

%3.

1%4.

5%0.

3%12

.9%

PN

PA

vera

ge43

.58.

26.

24.

31.

02.

98.

20.

27.

082

.2P

NP

Per

centa

ge

52.9

%9.

9%7.

6%5.

2%1.

2%3.

5%9.

9%0.

2%9.

5%

EED

EE

ED

ffl

FED

EE

]E

D-

_fl

By

Tea

m:

Pho

neLo

gSu

mm

ary

Fre

quen

cyan

dP

erce

nt

of

Cal

lR

ou

tin

gan

dF

ollo

w-U

pP

erD

ay4/

3/98

Aver

age

Volu

mes

%B

reak

out

Req

uir

ing

Req

uir

ing

Fol

low

-In

com

ing

Route

dD

epar

tmen

tIn

com

ing

Cal

lsO

utg

oin

gC

alls

Route

dC

orr

ectl

yO

utg

oin

gC

alls

Fol

low

-Up

Up

Cal

lsC

orre

ctly

TEA

M1

Gas

troen

tero

log

y17

.25.

928

.233

.750

%17

%83

%99

%

Infu

sion

1.2

2.7

4.7

7.0

16%

36%

64%

95%

Nep

hro

log

y14

.711

.160

.972

.120

%15

%85

%10

0%

Tea

m1

Wei

ghte

dA

ver

age*

33.1

19.8

93.9

112.

729

%23

%77

%98

%

TE

AM

2•‘

.

Neo

nat

olo

gy

1.2

1.0

5.8

6.7

18%

14%

86%

100°

/o

Neu

rolo

gy

21.7

15.3

42.1

57.5

38%

27%

73%

100%

Tea

m2W

eighte

dA

ver

age

22.9

16.3

47.9

64.2

28%

20%

80%

100%

iE

ndocr

inolo

gy

6.3

6.9

13.8

20.0

30%

33%

67%

97%

Pulm

onar

y43

.514

.058

.570

.760

%19

%81

%98

%

Infu

sIon

0.8

1.6

6.7

8.0

10%

19%

81%

97%

Tea

m3

Wei

ghte

dA

vera

ge*

50.6

22.5

78.9

98.7

33%

24%

76%

97%

Ped

sWei

ghte

dA

ver

age*

106.

758

.622

0.7

275.

630

%23

%77

%98

%

By

Nurs

ing

Lev

el:

Ave

raci

eV

olu

mes

%B

reak

out

Req

uir

ing

..

Req

uiri

ngF

ollo

w-

Inco

min

gR

oute

dD

epar

tmen

tIn

com

ing

Cal

lsO

utg

oin

gC

alls

Route

dC

orr

ectl

yO

utg

oin

gC

alls

Fol

low

-Up

Up

Cal

lsC

orre

ctly

CN

I12

.84.

819

.624

.452

%20

%80

%10

0%

CN

II17

.516

.838

.154

.232

%31

%69

%99

%

CN

III1.

21.

05.

86.

718

%14

%86

%10

0%

CN

S10

.07.

728

.233

.928

%21

%79

%94

%

CC

C44

.914

.061

.074

.560

%19

%81

%99

%

PN

P21

.615

.369

.784

.325

%18

%82

%99

%

Sou

rce:

Pho

neL

ogS

tudy

Raw

Dat

aS

hee

tC

olle

cted

:((

iit

S

2/10

/98

.3/

27/9

8

——

——

—

__

__

——

fl

——

—-

‘ci

‘ci

1

nterview Findings vs. Data Findings

Department % Clinical Activities % Phone Care

Estimated Calculated Estimated Calculated

TEAM 1

Gastroenterology

Ronna Fogle 50% 39% 50% 11%Diane Kemp 90% 71% 19% 14%

70% 55% 35% 13%Infusion

Jennifer Steiner 50% 83% 10% 2%50% 83%

Nephroiogy

Cathy Brown 30% 23% 70% 68%Brenda Pontillo 25% 30% 75% 55%

28% 27% 73% 62%TEAM 2 4 - -

Neonatology

Anne latrow 33% 51% 25% 7%33% 51% 25% 7%

Neurology

Sue Armstrong 70% 47% 64% 36%Ann Marker 0% 7% 100% 80%Helen Murrel 100% 4% 88% 71%

57% 19% 84% 62%. .:r . .

TAM3: fEndocrinology

Kathy Clark 65% 66% 15% 7%Margy Fox 33% 39% 56% 21%Denise Garden 24% 27% 45% 27%

41% 44% 39% 18%Pulmonary

Phyllis Askew 19% 8% 29% 64%Julie Konkle 65% 51% 40% 23%Nancy Mcintosh 40% 41% 40% 13%Ermalinda Sakmar 40% 28% 0% 0%

41% 32% 27% 25%Infusion

Patricia Delameilleure 90% 71% 5% 3%nno/ 710/ ‘DO!7’J/O I I/O .J/O

*lnfusion time is included in clinical percentages.

LL

B-i

Pediatric Nursing Staff General Information

ScheduleName Level Clinic FTE Monday Tuesday Wednesday Thursday Friday

TEAM1Brown, Cathy PNP Nephrology 1.00 4 C 4 C 4 0 4 C 4 C

40 40 4C 40 40Fogle, Ronna CN I Gastroenterology 0.50 6 0 4 C ems 4 0 6 0 60

40 4CcmsKemp, Diane CNS Gastroenterology 1.00 8 0 8 C 4 0 4 0 4 0

4C 4C 4CPontillo, Brenda PNP Nephrology 1.00 4 C 4 C 4 C 4 C 4 C

40 40 40 40 40Steiner, Jennifer CN II Infusion 0.30 4 I off 8 I off off

4 off 4/mo._emsTEAM2Armstrong, Sue CCC Neurology 0.85 6 0 8 C 6 0 8 C 4 C

20latrow, Anne CN Ill Neonatology 0.60 off 8 0 4 0 off 8 0

4CMarker, Ann CN II Neurology 0.65 8 0 off 8 0

50 50Murrel, Helen CN II Neurology 1.00 8 0 8 0 8 0 8 0 8 0

••

Askew, Phyllis CCC Pulmonary 1.00 8 0 8 0 4 C 4 0 8040 4C

Clark, Kathy PNP Endocrinology 0.70 4 C 6 0 8 C off 8 C20

Delameilleure, Patricia CN II Infusion 0.80 4 C 8 I off 8 I 8 I41

Fox, Margy CNS Endocrinology 0.60 8 C off 8 diab. off 1 ems0,H 70,H

Garden, Denise CN III Endocrinology 0.75 8 C 8 0 off 8 0 2-3 04 Ed.

Konkle, Julie CCC Pulmonary 0.75 8 0 off 6 C 4 0 4 C20 4C 20

McIntosh, Nancy CNS Pulmonary 0.75 8 0 8 0 4 C 6 0 off40

Sakmar, Ermelinda CN III Pulmonary 0.88 8 Res. 8 Res. 9.2 C 4 Res. 6 C40

KEY: CN I = Clinical Nurse 1 0 = OfficeCN II = Clinical Nurse 2 C = ClinicCN III = Clinical Nurse 3 Res. = ResearchCNS = Clinical Nurse Specialist Ed. = EducationCCC = Clinical Care Coordinator I = InfusionPNP = Pediatric Nurse Practitioner H = Hospital

[1LLL

Pho

neL

ogvs

.W

orkl

oad

Pho

neC

are

4/10

/98

FTE

Tot

als

Dep

artm

ent

Tot

alFT

E’s

Pho

neL

ogFT

E’s

Wor

kloa

dP

hone

FTE

’s::

TE

AM

1.

Gas

troen

tero

logy

1.50

0.31

0.41

Infu

sion

0.30

0.00

0.01

Nep

hrol

ogy

2.00

0.77

1.22

Tea

m1

Tot

al3.

801.

081.

64

TE

AM

2.

:j

Neo

nato

logy

0.60

0.02

0.04

Neu

rolo

gy2.

500.

601.

53

Tea

m2T

ota

l3.

100.

621.

58

TE

AM

4N

’

End

ocri

nolo

gy2.

050.

190.

38

Pul

mon

ary

3.38

0.79

0.91

Infu

sion

0.80

0.07

0.02

Tea

m3

Tot

al6.

231.

051.

31

Ped

iatr

ics

13.1

32.

764.

52

Sou

rce:

Pho

neL

ogS

tudy

Raw

Dat

aS

hee

tC

olle

cted

:2/

10/9

8-

3/27

/98

B-3

Annualized FTE’s per VisitBased on Projected Visits from July 1997 to June 1998

Phone Care

# Nursing

Division # FTEs Visits/ Year Minutes/ Patient

Gastroenterology 0.41 2816 18.2Nephrology 1.22 2987 51.0Neonatology 0.04 290 17.2Neurology 1.53 3279 58.2Endocrinology 0.38 3642 13.0Pulmonary 0.91 2388 47.6

Clinical Activities (Not including Phone Care)

# Nursing

Division # FTEs Visits! Year Minutes! Patient

Gastroenterology 0.66 2816 29.3Nephrology 0.46 2987 19.2Neonatology 0.15 290 64.6Neurology 0.38 3279 14.5Endocrinology 0.64 3642 21.9Pulmonary 0.44 2388 23.0

*CIinicaI activities include:

Patient History! Assessment! Education

Treatment! Medication/ Procedures

Independent Nurse Visit

Nurse Visit with Attending

* The following divisions were not included:

Biochem Genetics

Infectious Diseases

Ado!escent

Behavioral

Consult

Psychology

Genetics

Myelodysplasia

Rheumatology

B4

Appendix C

irsing Vorlload Data Collection Detinitions

Phone Care: Time spent on the phone, preparation before the call, and documentationfollowing the call. Phone call may be with patient, physician, pharmacist.etc., regarding patient care.

Patient History! Assessment! Education: Documentation or discussion regarding thehistory, assessment, and education of the patient. excluding phone care.This may include interaction with the patient. physician, nurses. etc.

Treatment! Medication! Procedures: Administering, documenting, or discussingpatient treatment, medication, and procedures. excluding phone care. Thismay include interaction with the patient. physician, nurses. etc.

Independent Nurse Visit: All activities related to an independent nurse visit. Forexample: preparation, the visit, and post-visit documentation. Thisexcludes phone care.

Nurse Visit with Attending: All activities related to a nurse visit with an attending. Forexample: preparation, the visit, and post-visit documentation. Thisexcludes phone care.

Clinic Coordination! Communication: Activities related to maintaining the flow of theclinic. These activities include: clinic related communication (verbal,email, faxes, written letters), scheduling, rescheduling, physiciancoordination, tracking charts/labs, etc. Excluding dictation.

Non-Clinic Communication: All communication regarding non-clinical activities.Communication may be in the forms of verbal, email, faxes, written letters,etc.

Dictation: Self-explanatory.

Research: All activities related to research projects including related communication.

Tn-Patient: All activities related to in-patient care.

Travel: Time spent traveling from one location to another. For example: traveling

from the office to the Taubrnan Center.

Breaks: Time spent on break excluding lunch.

Other: All activities which are not defined above. Please list the activity in the

appropriate location on the data sheet.

Nursing Workload Data Collection

‘lame:______________________________ Time Begin:_________________

rite: Time End:_____________________

Lunch Begin:__________________

Lunch End:__________________

ease collect this information for 1 week. When the beeper sounds, make a hash mark under the frequency column

oorresponding to the activity you are currently performing. Thank you for your cooperation.

Direct Patient Carehone Care

. atient History! Assessment! Education

reatment! Medication! Procedures

‘9dependent Nurse Visit

Nurse Visit with Attending

nic Coordination/Communication

Jon-CIinic Communication

I Research

in-Patient

rravei

3reaks

Other

13.

Activity Frequency

L7.8.9.

10.

E.[ Length of Call: The approximate number of minutes the phone call lasted.

Route: Whether the phone call was incomingWoroutoin(O.

Call Type: The topic(s) of discussion during the phone conversation. A phone call canr contain more than one code if appropriate. The codes are listed at the

bottom of the data sheet. If Other (0) is used, please note the topic in thenote section.

1. Who Call: The person who is calling the nurse or being called by the nurse. Forexample: patient, physician, pharmacist, etc.

L. Appropriate Routing: Whether or not the call was routed appropriately (YIN).

[ Follow-Up Needed: Place an (x) in the box if additional action is required. Forexample: additional follow-up calls, discussion with physician, etc.

[ Call Type Codes:S=Scheduling-Any calls regarding the scheduling of patient visits.

[ TR=Test Results- Calls regarding obtaining and discussing patient test results.

PR=Pharmacy Refills-Any calls regarding refilling a prescription including follow-up with pharmacy.

SM=Symptom-Any calls regarding symptom inquiries or discussion.

VM=Voice Mail / Paging-Any non-specific checking of voice mail or returning a

[page. .

CCCase Coordination-Any non-symptom calls regarding patient coordination

p with patient or other personnel including consultations.

GW=General Work-Any type call regarding non-patient specific work, i.e.,

p computer problems, clinic forms, etc.

P=Personal-Any personal / non-work calls.

OOther-Any calls not included in the above categories (Please explain nature ofcalls in note column).

[ Note: Any additional information, which is necessa in understanding the nature of thecall.

L(

LL

PHONE TRA CKING DA TA COLLECTION

Please collect this int’ormation [or 2 eeks startin2 March 9, 1998 It is essential tor re\levIn

orkIoad distribution. Thanks t’or your help.

Route: llncomingO=Outgoi ng

Who Call: Patient/Physiciar

Pharmac I st/etc

Codes: S=SchedulingTRTest ResultsPRPharmacy Refills

SM=SvmptomVM=Voice Mail: Pa’n

CC Case Coordination

GWGeneral Work

PPersonal00the r

Name: Date:

Time of Length of Call Route Call Type Appropriate Follow-UpVv ho Call ote

Day (# of Mins) (110) (Codes) Routing? (Y/N) Needed (x)

Notes:

Li

Pediatric Multi-Specialty Clinic Interview Questions

Name___________________________________________ Date________________

I. What percentage of time do you spend performing clinical activities during anaverage day? Office activities? Inpatient activities?

2. What percentage of time do you spend performing phone care during an average day?

3. Does this list reflect the types of phone calls you receive or place?

SchedulingTest ResultsPrescription RefillsSymptomOther___________________

4. Do you feel that you can finish your work within a typical workday? Is there

variation between workdays? Please explain.

5. Do you feel that you are performing work outside of your job description? Please

explain.

6. Is there a specific area of your job that you feel could be improved? Please explain.

——

——

‘.

——

——

——

LçJ CD U

Wo

rklo

adM

easu

rem

ent

Stu

dy

Raw

Dat

aS

heet

4/8

/98

Pat

ient

Tre

ati

IInde

p.I

.I

Clin

ic

Dep

artm

ent

Res

earc

hIn

-Pat

ient

Tra

vel

Bre

aks

Oth

er

Gas

tro

ente

rolo

gy

Ron

naFo

gle

(3/9

)C

NI

173

10

00

00

00

00

0

Ron

riaF

ogle

(3/1

0)13

21

00

00

00

01

01

Ron

naFo

gle

(3/1

1)6

02

50

40

00

00

00

Ron

naFo

gle

(2/1

2)8

03

00

200

00

00

01

Ron

ria

Fogt

e(3

/13)

71

00

00

00

00

00

0

Ron

ria

Fogl

e(3

/16)

70

33

00

00

00

00

0

Ron

ria

Fogl

e(3

/17)

163

00

24

20

00

21

2

Ron

naF

ogle

(3/1

8)13

13

30

61

00

01

10

Ron

naFo

gle

(3/1

9)15

00

20

20

00

00

01

Ron

naFo

gle

(3/2

0)5

00

30

00

00

00

00

Ave

rage

Bee

psl

Day

10.7

1.0

1.3

1.6

0.2

3.6

0.3

0.0

0.0

0.0

0.4

0.2

0.5

Wei

ghte

dP

erce

nta

ge

ofT

ime

Spe

nt*

54.0

%5.

1%6.

6%8.

1%1.

0%18

.2%

1.5%

0.0%

0.0%

0.0%

2.0%

1.0%

2.5%

FTE

’sS

pen

t0.

270.

030.

030.

040.

010.

090.

010.

000.

000.

000.

010.

010.

01

Dia

neK

emp

(3/9

)C

NS

62

20

04

04

00

10

0

Dia

neK

emp

(3/1

0)

41

215

15

00

00

30

0

Dia

neK

emp

(3/1

1)4

13

153

100

60

02

00

Dia

neK

emp

(3/1

2)4

12

13.

13

311

00

00

0

Dia

neK

emp

(3/1

6)8

42

00

90

60

11

04

Dia

neK

emp

(3/1

7)3

44

183

50

30

01

00

Dia

neK

emp

(3/1

8)6

25

162

60

00

00

00

Dia

neK

emp

(3/1

9)4

39

182

80

10

00

00

Dia

neK

emp

(3/2

0)6

58

110

20

10

00

00

Av

erag

eBee

psl

Day

5.0

2.6

4.1

11.8

1.3

5.8

0.3

3.6

0.0

0.1

0.9

0.0

0.4

Wei

ghte

dP

erce

nta

ge

ofT

ime

Spe

nt*

13.9

%7.

1%11

.5%

32.8

%3.

7%16

.1%

0.9%

9.9%

0.0%

0.3%

2.5%

0.0%

1.2%

FT

E’s

Spe

nt0.

140.

070.

110.

330.

040.

160.

010.

100.

000.

000.

020.

000.

01

Div

isio

nA

ver

ageB

eeps/

Day

15.7

3.6

5.4

13.4

1.5

9.4

0.6

3.6

0.0

0.1

1.3

0.2

0.9

Div

isio

nW

eigh

ted

Per

centa

ge*

27.3

%6.

4%9.

8%24

.6%

2.8%

16.8

%1.

1%6.

6%0.

0%0.

2%2.

3%0.

3%1.

7%

Div

isio

nF

TE

’sS

pen

t0.

410.

100.

150.

370.

040.

250.

020.

100.

000.

000.

030.

010.

03

Wor

kloa

dM

easu

rem

ent

Stud

yR

awD

ata

She

et4/

8/98

Pat

ient

Tre

ati

Inde

p..

.C

linic

Pho

neH

isto

ry/

Nur

seV

isit

wI

.N

on-C

lini

cD

epar

tmen

tM

edJ

Nur

se.

Coo

rdin

.D

icta

tion

Res

earc

hIn

-Pat

ient

Tra

vel

Bre

aks

Oth

erC

are

Ass

essi

..

Att

endi

ngC

omm

.

Ed.

Pro

ced.

Vis

it/C

omm

.

Infu

sion

Jenn

ifer

Ste

iner

(3/9

)C

NII

23

00

06

00

00

01

1

Jenn

ifer

Ste

iner

(3/1

1)0

1111

32

53

01

00

03

Jenn

ifer

Ste

iner

(3/1

6)0

30

00

141

00

00

03

Jenn

ifer

Ste

iner

(3/1

8)0

811

00

62

00

00

00

Av

erag

eBee

psl

Day

0.5

6.25

5.5

0.75

0.5

7.75

1.5

00.

250

00.

251.

75

Wei

ghte

dP

erce

nta

ge

ofT

ime

Spe

nt*

2.0%

25.0

%22

.0%

3.0%

2.0%

31.0

%6.

0%0.

0%1.

0%0.

0%0.

0%1.

0%7.

0%

FT

E’s

Sp

ent

0.01

0.08

0.07

0.01

0.01

0.09

0.02

0.00

0.00

0.00

0.00

0.00

0.02

Div

isio

nA

ver

age

Bee

psl

Day

0.5

6.25

5.5

0.75

0.5

7.75

1.5

00.

250

00.

251.

75

Div

isio

nW

eigh

ted

Per

centa

ge*

2.0%

25.0

%22

.0%

3.0%

2.0%

31.0

%6.

0%0.

0%1.

0%0.

0%0.

0%1.

0%7.

0%

Div

isio

nF

TE

’sS

pen

t0.

010.

080.

070.

010.

010.

090.

020.

000.

000.

000.

000.

000.

02

Nep

hro

logy

Cat

hyB

row

n(3

/9)

PN

P15

32

04

01

00

02

00

Cat

hyB

row

n(3

/10)

200

00

90

00

10

10

0

Cat

hyB

row

n(3

/11)

213

00

40

90

00

00

0

Cat

hyB

row

n(3

/12)

173

00

80

00

00

00

0

Cat

hyB

row

n(3

/16)

180

50

00

00

30

00

0

Cat

hyB

row

n(3

/17)

200

10

50

10

50

10

0

Cat

hyB

row

n(3

/18)

260

44

00

00

00

00

0

Cat

hyB

row

n(3

/19)

250

03

30

00

20

10

0

Cat

hyB

row

n(3

/20)

409

00

00

00

00

00

0

Av

erag

eBee

psl

Day

22.4

42.

001.

330.

783.

670.

001.

220.

001.

220.

000.

560.

000.

00

Wei

ghte

dP

erce

nta

ge

ofT

ime

Spe

nt*

67.6

%6.

0%4.

0%2.

3%11

.0%

0.0%

3.7%

0.0%

3.7%

0.0%

1.7%

0.0%

0.0%

ET

Es

Sp

ent

0.68

0.06

0.04

0.02

0.11

0.00

0.04

0.00

0.04

0.00

0.02

0.00

0.00

Bre

nda

Pont

illo

(3/9

)P

NP

153

01

08

40

30

00

0

Bre

nda

Pont

illo

(3/1

0)21

44

47

36

05

01

00

Bre

nda

Pont

illo

(3/1

1)28

06

00

02

00

00

00

Bre

nda

Pont

illo

(3/1

2)21

60

00

00

02

00

10

Av

erag

eBee

ps/

Day

21.2

53.

252.

51.

251.

752.

753

02.

50

0.25

0.25

0

Wei

ghte

dP

erce

nta

geo

fTim

eSp

ent*

54.8

%8.

4%6.

5%3.

2%4.

5%7.

1%7.

7%0.

0%6.

5%0.

0%0.

6%06°/

00%

FT

E’s

Spen

t0.

550.

080.

060.

030.

050.

070.

080.

000.

060.

000.

010.

010

00

Div

isio

nA

ver

age

Bee

ps/

Day

43.6

95.

253.

832.

035.

422.

754.

220.

003.

720.

000.

810.

250.

00

Div

isio

nW

eigh

ted

Per

centa

ge

61.2

%7.

2%5.

2%2.

8%7.

8%3.

5%5.

7%0.

0%5.

1%0.

0%1.

2%0.

3%0.

0%

Div

isio

nF

TE

’sS

pen

t1.

220.

140.

100.

060.

160.

070.

110.

000.

100.

000.

020.

010.

00

Tea

m1

FTE

’sS

pen

t1.

640.

320.

320.

430.

200.

420.

150.

100.

100.

000.

060.

010.

05

Tea

miW

eIghte

dP

erce

nta

ge*

43.1

%8.

3%8.

4%11

.4%

5.4%

10.9

%3.

9%2.

6%2.

7%0.

1%1.

5%0.

4%12

%

EE

EE

..

fl

...

ri

J—

—‘

1—

—]

—

EE

]

Wor

kloa

dM

easu

rem

ent S

tudy

Raw

Dat

aSh

eet

4/8/

98

Dep

artm

ent

Res

earc

hIn

-Pat

ien

tT

rave

lB

reak

sO

ther

Ann

ela

trow

(3/1

1)C

NIII

00

00

911

30

00

20

0

Ann

ela

trow

(3/1

3)5

34

00

510

02

14

00

Ann

ela

trow

(3/1

7)3

20

00

104

00

00

03

Ann

ela

trow

(3/1

8)2

70

06

710

00

11

06

Ann

ela

trow

(3/2

0)0

40

10

56

00

04

04

Ave

rage

Bee

psl

Day

23.

20.

80.

23

7.6

6.6

00.

40.

42.

20

2.6

Wei

ghte

dP

erce

nta

ge

ofT

ime

Spe

nt*

6.9%

11.0

%2.

8%0.

7%10

.3%

26.2

%22

.8%

0.0%

1.4%

1.4%

7.6%

0.0

%9.

0%

FTE

’sS

pen

t0.

040.

070.

020.

000.

060.

160.

140.

000.

010.

010.

050.

000.

05

Div

isio

nA

ver

ageB

eeps/

Day

3.64

3.52

1.12

0.63

3.20

8.02

6.75

0.10

0.50

0.40

2.26

0.01

2.65

Div

isio

nW

eIghte

dP

erce

nta

ge*

6.9%

11.0

%2.

8%0.

7%10

.3%

26.2

%22

.8%

0.0%

1.4%

1.4%

7.6%

0.0%

9.0%

Div

isio

nF

TE

’sS

pen

t0.

040.

070.

020.

000.

060.

160.

140.

000.

010.

010.

050.

000.

05

Neu

rolo

gyS

ueA

rmst

rong

(3/9

)C

CC

100

20

00

12

00

00

0

Sue

Arm

stro

ng(3

/10)

151

72

17

10

21

10

5

Sue

Arm

stro

ng(3

/12)

82

37

71

31

10

30

1

Sue

Arm

stro

ng(3

/13)

63

36

46

11

00

10

3

Sue

Arm

stro

ng(3

/16)

102

20

00

10

00

00

0

Sue

Arm

stro

ng(3

/17)

102

25

03

10

00

00

0

Sue

Arm

stro

ng(3

/18)

90

20

05

00

00

00

0

Sue

Arm

stro

ng(3

/19)

40

30

66

30

30

10

1

Sue

Arm

stro

ng(3

/20)

80

21

02

00

00

00

0

Av

erag

eBee

psl

Day

8.89

1.11

2.89

2.33

2.00

3.33

1.22

0.44

0.67

0.11

0.67

0.00

1.11

Wei

ghte

dP

erce

nta

ge

ofT

ime

Spe

nt*

35.9

%4.

5%11

.7%

9.4%

8.1%

13.5

%4.

9%1.

8%2.

7%0.

4%2.

7%0.

0%4.

5%

FT

E’s

Spen

t0.

300.

040.

100.

080.

070.

110.

040.

020.

020.

000.

020.

000.

04

Ann

Mar

ker

(3/9

)C

NII

173

10

01

20

00

00

0

Ann

Mar

ker

(3/1

1)18

20

00

07

00

00

00

Ann

Mar

ker

(3/1

3)29

01

00

01

00

20

00

Ann

Mar

ker

(3/1

7)29

00

00

00

00

01

00

Ann

Mar

ker

(3/1

9)28

00

00

08

00

01

00

Ann

Mar

ker

(3/2

0)25

00

50

01

00

00

00

Aver

age

Bee

psl

Day

24.3

30.

830.

330.

830.

000.

173.

170.

000.

000.

330.

330.

000.

00

Weig

hte

dP

erc

enta

geofT

imeS

pent

80.2

%2.

7%1.

1%2.

7%0.

0%0.

5%10

.4%

0.0%

0.0%

1.1%

1.1%

0.0%

0.0%

FT

E’s

Sp

ent

0.52

0.02

0.01

0.02

0.00

0.00

0.07

0.00

0.00

0.01

0.01

0.00

0.00

TE

AL

2N

eona

tolo

gy—

-—

.-..,—

...

1.

EE

E...

—

_

—..

—-

.-

.1

Wor

kloa

dM

easu

rem

ent

Stud

yR

awD

ata

She

et4/

8/98

Pat

ient

Tre

ati

Inde

p..

.C

linic

Pho

neH

isto

ry!

Nur

seV

isit

wI

.N

on-C

linic

Dep

artm

ent

Med

JN

urse

.C

oord

in.

Dic

tatio

nR

esea

rch

In-P

atie

ntT

rave

lB

reak

sO

ther

Car

eA

ssess

i.

.A

tten

ding

Com

m.

Ed.

Pro

ced.

Vis

itIC

omm

.

Hel

enM

urie

l(3

/17)

CN

II27

10

00

00

00

00

00

Hel

enM

urie

l(3

/18)

105

30

00

00

00

00

0

Hel

enM

urie

l(3

/19)

150

00

00

70

00

00

0

Hel

enM

urie

l(3

/20)

220

00

00

120

00

00

0

Hel

enM

urre

l(3

/23)

120

00

00

50

00

00

0

Hel

enM

urre

l(3

/24)

150

00

00

20

00

00

0

Hel

enM

urre

l(3

/25)

120

00

00

50

00

00

0

Hel

enM

urie

l(3

/26)

140

00

00

60

00

00

0

Hel

enM

urie

l(3

/27)

110

00

00

110

00

00

0

Ave

rage

Bee

ps!

Day

15.3

30.

670.

330.

000.

000.

005.

330.

000.

000.

000.

000.

00000

Wel

ghte

dP

erce

nta

geo

fTlm

eSp

ent*

70.8

%3.

1%1.

5%0.

0%0.

0%0.

0%24

.6%

0.0%

0.0%

0.0%

0.0%

0.0%

0.0%

FTE

’sS

pen

t0.

710.

030.

020.

000.

000.

000.

250.

000.

000.

000.

000.

000.

00

Div

isio

nA

ver

ageB

eepsl

Day

48.5

62.

613.

563.

172.

003.

509.

720.

440.

670.

441.

000.

001.

11

Div

isio

nW

eigh

ted

Per

cent

age*

61.4

%3.

5%4.

9%3.

9%2.

7%4.

7%14

.2%

0.6%

0.9%

0.4%

1.2%

0.0%

1.5%

Div

isio

nF

it’s

Sp

ent

1.53

0.09

0.12

0.10

0.07

0.12

0.36

0.02

0,02

0.01

0.03

0.00

0.04

Tea

m2

FTE

’sS

pen

t1.

580.

150.

140.

100.

130.

280.

490.

020.

030.

020.

080.

000.

09

Tea

m2

Wei

ghte

dP

erce

nta

ge*

50.8

%4.

9%4.

5%3.

3%4.

2%8.

9%15

.9%

0.5%

1.0%

0.6%

2.4%

0.0%

3.0%

Wor

kloa

dM

easu

rem

ent

Stu

dyR

awD

ata

She

et4/

8/98

In-P

atie

nt

Tra

vel

Bre

aks

Oth

er

.M

i3

End

ocri

nolo

gyK

athy

Cla

rk(2

/16)

PNP

03

30

02

00

11

0

Kat

hyC

lark

(2)1

7)5

10

00

40

00

20

Kat

hyC

lark

(211

8)2

116

92

00

03

20

Kat

hyC

lark

(2)2

0)1

00

131

00

00

20

Kat

hyC

lark

(2/2

4)0

10

12

00

00

10

Kat

hyC

lark

(2)2

5)3

00

62

00

02

00

Kat

hyC

lark

(2/2

7)0

00

185

00

01

00

Av

erag

eBee

ps/

Day

1.57

2.29

1.29

6.71

1.71

3.86

3.43

0.86

0.00

0.00

1.00

1.14

0.00

We,g

hte

dp

erc

en

tag

eo

fTim

eS

pen

t*6.

6%9.

6%5.

4%28

.1%

7.2%

16.2

%14

.4%

3.6%

0.0%

0.0%

4.2%

4.8%

0.00

/o

FT

Es

Spen

t0.

050.

070.

040.

200.

050.

110.

100.

030.

000.

000.

030.

030.

00

Mar

gyFo

x(2

/16)

CN

S3

60

013

107

00

00

01

Mar

gyFo

x(2

/18)

180

00

03

40

20

20

0

Mar

gyFo

x(2

/20)

70

010

05

10

50

10

6

Mar

gyFo

x(2

/23)

20

00

159

20

00

00

0

Mar

gyFo

x(2

/25)

90

00

03

30

36

12

0

Mar

gyFo

x(2

/27)

20

00

01

00

025

10

4

Av

erag

eBee

ps/

Day

6.83

1.00

0.00

1.67

4.67

5.17

2.83

0.00

1.67

5.17

0.83

0.33

1.83

Wei

ghte

dP

erce

nta

ge

ofT

ime

Spe

nt*

21.4

%3.

1%0.

0%5.

2%14

.6%

16.1

%8.

9%0.

0%5.

2%16

.1%

2.6%

1.0%

5.7%

FT

E’s

Spen

t0.

130.

020.

000.

030.

090.

100.

050.

000.

030.

100.

020.

010.

03

Den

ise

Gar

den

(2/1

6)C

NIll

15

10

55

10

00

00

2

Den

ise

Gar

den

(2)1

7)11

00

00

02

00

132

03

Den

ise

Gar

den

(2/1

9)8

03

00

18

00

03

00

Aver

age

Bee

ps!

Day

6.67

1.67

1.33

0.00

1.67

2.00

3.67

0.00

0.00

4.33

1.67

0.00

1.67

Wei

ghte

dP

erce

nta

ge

ofT

ime

Spe

nt*

27.0

%6.

8%5.

4%0.

0%6.

8%8.

1%14

.9%

0.0%

0.0%

17.6

%6.

8%0.

0%6.

8%

FT

E’s

Spen

t0.

200.

050.

040.

000.

050.

060.

110.

000.

000.

130.

050.

000.

05

Div

isio

nA

ver

ageB

eeps/

Day

15.0

74.

952.

628.

388.

0511

.02

9.93

0.86

1.67

9.50

3.50

1.48

3.50

Div

isio

nW

eig

hte

dP

erce

nta

ge*

18.4

%6.

7%3.

8%11

.1%

9.2%

13.2

%12

.9%

1.2%

1.5%

11.2

%4.

7%1.

9%4.

1%

Div

isio

nF

TE

’sS

pen

t0.

380.

140.

080.

230.

190.

270.

270.

030.

030.

230.

100.

040.

09

Dep

artm

ent

2 5 4 3 0 9 4

2 9 3 2 3 5 0

E..

EE

Ffl

EE

EE

Wor

kloa

dM

easu

rem

ent

Stud

yR

awD

ata

She

et4/

8/98

Pat

ien

tT

reat

iin

dep

.C

lini

cP

ho

ne

His

tory

lN

urs

eV

isit

WI

.N

on-C

lini

cD

epar

tmen

tM

edJ

Nurs

e.

Coord

in.

Dic

tati

onR

esea

rch

in-P

atie

nt

Tra

vel

Bre

aks

Oth

erC

are

Ass

ess

i.

.A

tten

din

gC

omm

.E

d.P

roce

d.

Vis

itIC

omm

.

Pul

mon

ary

Phyl

lisA

skew

(2/1

6)C

CC

150

00

01

00

00

00

2

Phyl

lisA

skew

(2/1

7)9

00

00

02

00

00

01

Phyl

lisA

skew

(2/1

8)21

00

00

54

00

00

00

Phyl

lisA

skew

(2/1

9)6

90

00

00

10

00

03

Phyl

lisA

skew

(2/2

0)12

00

00

02

00

00

00

Phyl

lisA

skew

(2/2

3)14

00

00

04

00

00

09

Phyl

lisA

skew

(2/2

4)8

00

00

00

00

02

04

Phyl

lisA

skew

(2/2

6)23

00

00

32

00

00

22

Phyl

lisA

skew

(2/2

7)19

00

00

03

00

00

00

Phyl

lisA

skew

(3/2

)17

00

00

04

00

00

00

Phyl

lisA

skew

(3/5

)7

00

00

02

00

00

018

Ave

rage

Bee

ps/

Day

13.7

30.

820.

000.

000.

000.

822.

090.

090.

000.

000.

180.

183.

55W

eighte

dP

erce

nta

geo

fTlm

eSp

ent*

64.0

%3.

8%0.

0%0.

0%0.

0%3.

8%9.

7%0.

4%0.

0%0.

0%0.

8%0.

8%16

.5%

FT

E’s

Spen

t0.

640.

040.

000.

000.

000.

040.

100.

000.

000.

000.

010.

010.

17

Julie

Kon

kle

(2/1

6)C

CC

70

20

05

40

00

01

4

Julie

Kon

kle

(2/1

8)0

113

00

41

00

01

00

Julie

Kon

kle

(2/1

9)9

60

02

35

00

32

10

Juli

eK

onkl

e(2

/20)

214

40

45

10

01

20

0

Juli

eK

onkl

e(2

/23)

82

00

010

60

40

11

0

Juli

eK

onkl

e(2

/25)

110

20

15

10

00

00

0

Juli

eK

onki

e(2

/26)

58

20

35

80

00

01

2

Juli

eK

onkl

e(2

/27)

40

20

11

20

00

00

0

Aver

age

Bee

ps/

Day

5.75

5.13

1.88

0.00

1.38

4.75

3.50

0.00

0.50

0.50

0.75

0.50

07

5

Wei

ghte

dP

erce

nta

ge

ofT

ime

Spe

nt*

22.7

%20

.2%

7.4%

0.0%

5.4%

18.7

%13

.8%

0.0%

2.0%

2.0%

3.0%

2.0%

30%

FT

E’s

Spen

t0.

170.

150.

060.

000.

040.

140.

100.

000.

010.

010.

020.

010.

02

Nan

cyM

cint

osh

(2/1

6)C

NS

61

00

05

130

30

00

6

Nan

cyM

cint

osh

(2/1

7)2

42

00

31

00

00

05

Nan

cyM

cint

osh

(2/1

9)0

20

00

80

00

00

02

Nan

cyM

cint

osh

(2/2

3)0

51

00

22

00

00

04

Nan

cyM

cint

osh

(2/2

4)2

00

00

55

00

00

012

Nan

cyM

cint

osh

(2/2

5)6

33

00

20

00

00

02

Nan

cyM

cint

osh

(212

6)0

04

00

02

00

00

00

Av

erag

eBee

psl

Day

2.29

2.14

1.43

0.00

0.00

3.57

3.29

0.00

0.43

0.00

0.00

0.00

4.43

Wei

ghte

dP

erce

nta

ge

ofT

ime

Spe

nt*

13.0

%12

.2%

8.1%

0.0%

0.0%

20.3

%18

.7%

0.0%

2.4%

0.0%

0.0%

0.0%

25.2

%

FT

E’s

Spen

t0.

100.

090.

060.

000.

000.

150.

140.

000.

020.

000.

000.

000

19

Wor

kloa

dM

easu

rem

ent

Stud

yR

awD

ata

She

et4/

8/98

Pat

ient

Tre

atJ

Inde

p..

.C

linic

Pho

neH

isto

ry!

Nur

seV

isit

w/

.N

on-C

lini

cD

epar

tmen

tM

edJ

Nur

se.

Coo

rdin

.D

icta

tion

Res

earc

hIn

-Pat

ient

Tra

vel

Bre

aks

Oth

erC

are

Ass

ess

i.

.A

tten

ding

Com

m.

Ed.

Pro

ced.

Vis

itlC

omm

.

Erm

elin

daS

akm

ar(2

/16)

CN

III0

00

00

00

018

00

06

Erm

elin

daS

akm

ar(2

117)

00

00

00

00

140

00

0

Erm

ehnd

aS

akm

ar(2

118)

00

00

028

00

00

00

0

Erm

elin

daS

akm

ar(2

119)

00

00

00

00

230

00

0

Erm

elin

daS

akm

ar(2

/23)

00

00

05

00

150

00

1

Erm

elin

daS

akm

ar(2

/24)

00

00

00

20

180

00

1

Erm

elin

daS

akm

ar(2

/25)

00

00

00

00

180

00

0

Erm

elin

daS

akm

ar(2

/26)

00

00

00

00

120

00

0

Erm

elin

daS

akm

ar(2

/27)

00

00

017

00

00

00

0

Ave

rage

Bee

psl

Day

0.00

0.00

0.00

0.00

0.00

5.56

0.22

0.00

13.1

10.

000.

000.

000.

89

Wei

ghte

dP

erce

nta

ge

ofT

ime

Spe

nt*

0.0%

0.0%

0.0%

0.0%

0.0%

28.1

%1.

1%0.

0%66

.3%

0.0%

0.0%

0.0%

4.5%

FTE

’sS

pent

0.00

0.00

0.00

0.00

0.00

0.25

0.01

0.00

0.58

0.00

0.00

0.00

0.04

Div

isio

nA

ver

ageB

eeps/

Day

21.7

68.

093.

300.

001.

3814

.70

9.10

0.09

14.0

40.

500.

930.

689.

61

Div

isio

nW

eIgh

ted

Per

cen

tag

e*26.8

%8.3

%3.

4%0.

0%1.

2%17

.1%

10.4

%0.

1%18

.2%

0.4%

0.9%

0.7%

12.3

%

Div

isio

nF

TE

’sS

pen

t0.

910.

280.

120.

000.

040.

580.

350.

000.

620.

010.

030.

020.

42

Infu

sion

Patr

icia

Del

amei

lleu

re(2

/16)

CN

II0

83

00

08

05

01

00

Patr

icia

Del

amei

lleu

re(2

/17)

00

120

012

30

00

10

0

Patr

icia

Del

amei

lleu

re(2

/19)

02

50

07

90

00

41

0

Patr

icia

Del

amei

lleu

re(2

/24)

10

10

011

00

00

00

0

Patr

icia

Del

amei

lleu

re(2

/26)

35

00

125

00

00

10

0

Av

erag

eBee

ps/

Day

0.80

3.00

4.20

0.00

0.20

11.0

04.

000.

001.

000.

001.

400.

200.

00

Wei

ghte

dP

erce

nta

ge

ofT

ime

Spe

nt*

3.1%

11.6

%16

.3%

0.0%

0.8%

42.6

%15

.5%

0.0%

3.9%

0.0%

5.4%

0.8%

0.0%

FTE

’sS

pen

t0.

020.

090.

130.

000.

010.

340.

120.

000.

030.

000.

040.

010.

00

Div

isio

nA

ver

ageB

eeps/

Day

0.80

3.00

4.20

0.00

0.20

11.0

04.

000.

001.

000.

001.

400.

200.

00

Div

isio

nW

eigh

ted

Per

cent

age*

3.1%

11.6

%16

.3%

0.0%

0.8%

42.6

%15

.5%

0.0%

3.9%

0.0%

5.4%

0.8%

0.0%

Div

isio

nF

TE

sS

pen

t0.

020.

090.

130.

000.

010.

340.

120.

000.

030.

000.

040.

010.

00

Tea

m3

FT

E’s

Spen

t1.

310.

510.

320.

230.

241.

190.

740.

030.

680.

240.

170.

070.

50

Tea

m3

Wei

ghte

dP

erce

ntag

e*21

.0%

8.2%

5.2%

3.7%

3.8%

19.1

%11

.9%

0.5%

10.9

%3.

9%2.

7%1.

1%8.

0°/o

FI

Er.

EE

]:

E.;

...J

.J

Pho

neL

ogR

awD

ata

She

etA

vera

oeV

olum

eof

Cal

ls

Tes

tP

har

mac

yV

oice

Cas

eG

ener

alD

epar

tmen

tS

ched

uli

ng

Sym

pto

mR

esu

lts

Ref

ills

Mai

l/P

agin

gC

oord

inat

ion

Wor

k

TE

1

_______

jT

h4/

9/98

Per

son

alO

ther

Tot

al

Gas

tro

ente

rolo

gy

Ron

naF

ogle

(211

6)C

NI

64

02

011

00

225

Ron

naF

ogle

(211

7)4

111

20

40

00

22

Ron

naF

ogle

(211

8)15

22

52

30

00

29

Ron

naF

ogle

(2/1

9)18

85

91

50

03

49

Ron

naF

ogle

(2/2

0)0

71

40

30

01

16

Ron

naF

ogle

(2/2

3)17

23

70

20

06

37

Ron

naF

ogle

(2/2

4)3

10

70

00

04

15

Ron

naF

ogle

(2)2

5)5

10

20

00

00

8

Ron

naF

ogle

(2/2

6)1

22

100

00

00

15

Ron

naFo

cile

f2/2

74

21

30

00

08

18

Tot

al73

4015

513

280

024

234

Aver

age

Nu

mb

erof

Cal

ls!

Day

74

25

03

00

223

.40

Dia

neK

emp

(2/1

0)C

NS

10

13

01

00

06

Dia

neK

emp

(2/1

1)1

00

50

00

00

6

Dia

neK

emp

(2/1

2)1

31

00

10

00

6

Dia

neK

emp

(2/1

8)1

01

50

31

00

11

Dia

neK

emp

(2)1

9)4

00

30

31

00

11

Dia

neK

emp

(212

0)1

00

40

100

00

15

Dia

neK

emp

(2/2

3)1

00

30

40

00

8

Dia

neK

emp

(2/2

4)0

01

80

60

00

15

Tot

al10

34

310

282

00

78

Aver

age

Nu

mb

erof

Cal

ls!

Day

10

14

04

00

09.

75

Div

isio

nT

otal

8343

1982

356

20

2431

2

Div

isio

nal

Wei

ghte

dA

ver

age/

Day

52

16

05

00

121

.45

Infu

sion

Jenn

ifer

Ste

iner

(2)1

6)C

NII

00

00

21

20

16

Jenn

ifer

Ste

iner

(2/1

8)0

04

05

214

31

29

Jenn

ifer

Ste

iner

(2/2

3)1

01

01

17

03

14

Jenn

ifer

Ste

iner

(2/2

5)1

09

16

21

04

24

Tot

al2

014

114

624

39

73

Aver

age

Nu

mb

erof

Cal

ls!

Day

10

40

42

61

218

.25

Div

isio

nT

otal

20

141

146

243

973

DIv

isio

nal

Wel

ghte

dA

ver

age/

Day

0.2

0.0

1.1

0.1

1.1

0.5

1.8

0.2

0.7

5.48

r.ii

Th

,rç,,

(FT

F

.,.E

E.

CE

:..

..j

..

——

in

Pho

neL

ogR

awD

ata

She

et4/

9/98

Ave

rane

Vol

ume

ofC

alls

.T

est

Phar

mac

yV

oice

Cas

eG

ener

alD

epar

tmen

tS

ched

uli

ng

Sym

pto

mP

erso

nal

Oth

erT

otal

Res

ult

sR

efil

lsM

ail/

Pag

ing

Coord

inat

ion

Wor

k

Nep

hro

log

yC

athy

Bro

wn

(2/1

6)P

NP

013

50

041

10

060

Cat

hyB

row

n(2

/17)

06

310

012

00

031

Cat

hyB

row

n(2

/18)

86

17

010

00

032

Cat

hyB

row

n(2

/19)

01

04

017

00

022

Cat

hyB

row

n(2

/20)

014

510

036

00

065

Cat

hyB

row

n(2

123)

012

01

04

00

017

Cat

hyB

row

n(2

/24)

05

27

02

00

016

Cat

hyB

row

n(2

/25)

014

16

09

30

033

Cat

hyB

row

n(2

/26)

08

15

018

10

235

Cat

hyB

row

n(2

/27)

014

51

020

40

347

Tot

al8

9323

510

169

90

535

8

Aver

age

Nu

mb

erof

Cal

ls?

Day

19

25

017

10

135

.80

Bre

nda

Pont

illo

(211

7)P

NP

10

41

37

70

1134

Bre

nda

Pont

illo

(2/1

8)0

11

10

285

01

37

Bre

nda

Pont

illo

(2/1

9)5

32

41

222

08

47

Bre

nda

Pont

illo

(2/2

3)1

612

90

124

04

48

Bre

nda

Pont

illo

(2/2

4)0

12

10

170

01

22

Bre

nda

Pont

illo

(2/2

5)2

02

00

274

08

43

Bre

nda

Pont

illo

(2/2

6)0

40

00

140

05

23

Tot

al9

1523

164

127

220

3825

4

Av

erag

eN

um

ber

of

Cal

ls!

Day

12

32

118

30

536

.29

Div

isio

nT

otal

1710

846

674

296

310

4361

2

Div

isio

nal

Wei

ghte

dA

ver

age/

Day

211

67

135

40

672

.09

II

rr

.1..*

d

ED

EE

[j

Ci.

)_]

-•‘

--

nP

hone

Log

Raw

Dat

aS

heet

Ave

raqe

Vol

ume

ofC

alls

4/9/

98

.T

est

Ph

arm

acy

Voi

ceC

ase

Gen

eral

Dep

artm

ent

Sch

eduli

ng

Sym

pto

mP

erso

nal

Oth

erT

otal

Res

ult

sR

efil

lsM

ail/

Pag

ing

Coord

inat

ion

Wor

k

TEAM

2..

:3z

Neo

nat

olo

gy

Ann

ela

trow

(2/1

8)C

NIII

20

41

55

12

020

Ann

ela

trow

(2/2

0)0

00

03

18

10

13A

nne

latr

ow(2

/24)

30

00

37

11

217

Ann

ela

trow

(2/2

5)0

00

02

10

00

3A

nne

latr

ow(2

/27)

10

00

02

00

03

Tot

al6

04

113

1610

42

56A

ver

age

Num

ber

of

Cal

ls!

Day

10

10

33

21

011

20

Div

isio

nT

otal

60

41

1316

104

256

Div

isio

nal

Wei

ghte

dA

ver

age!

Day

s1

00

02

21

00

6.72

Neu

rolo

gy

Sue

Arm

stro

ng(2

/17)

CC

C1

52

60

81

02

25S

ueA

rmst

rong

(2/1

8)0

20

41

81

00

16S

ueA

rmst

rong

(2/1

9)0

20

10

41

02

10S

ueA

rmst

rong

(2/2

0)0

20

50

20

02

11S

ueA

rmst

rong

(2/2

3)0

23

30

121

02

23S

ueA

rmst

rong

(2/2

4)0

31

00

82

01

15S

ueA

rmst

rong

(2/2

5)0

16

10

42

02

16S

ueA

rmst

rong

(2/2

6)1

00

11

130

00

16S

ueA

rmst

rong

(2/2

7)0

43

31

140

02

27T

otal

221

1524

373

80

1315

9A

ver

age

Nu

mb

erof

Cal

ls!

Day

02

23

08

10

117

.67

Ann

Mar

ker

(2/1

6)C

NII

02

00

04

00

06

Ann

Mar

ker

(2/1

9)0

16

170

30

01

28A

nnM

arke

r(2

/20)

00

27

00

00

312

Ann

Mar

ker

(2/2

4)1

12

120

00

02

18A

nnM

arke

r(2

/25)

02

31

08

00

620

Ann

Mar

ker

(2/2

6)0

53

140

60

05

33A

nnM

arke

r(2

/27)

02

511

05

00

124

Tot

al1

1321

620

260

018

141

Aver

age

Num

ber

of

Cal

ls!

Day

02

39

04

00

320

.14

hr

r,,it

Tii

nF

ri,

Ii’’

9ln

nt

(ET

F

f\

Pho

neL

ogR

awD

ata

She

et4/

9/98

Ave

raci

eV

olum

eof

Cal

ls

Tes

tP

har

mac

yV

oice

Cas

eG

ener

alD

epar

tmen

tS

ched

uli

ng

Sym

pto

mP

erso

nal

Oth

erT

otal

Res

ult

sR

efil

lsM

ail/

Pag

ing

Co

ord

inat

ion

Wor

k

Hel

enM

urre

l(2

)16)

CN

Il0

53

110

21

05

27

Hel

enM

urre

l(2

117)

01

614

00

00

1031

Hel

enM

urre

l(2

118)

03

510

03

00

526

Hel

enM

urre

l(2

/19)

03

33

02

00

314

Hel

enM

urre

l(2

/20)

01

33

00

00

512

Hel

enM

urre

l(2

/23)

07

59

02

00

730

Tot

al0

2025

500

91

035

140

Aver

age

Nu

mb

erof

Cal

ls!

Day

03

48

02

00

623

.33

Div

isio

nT

otal

354

6113

63

108

90

6644

0

Div

isio

nal

Wel

ghte

dA

ver

age/

Day

07

816

011

10

951

.44

Ir,i$

IFT

F

1..

I,E

-T

h-

Pho

neL

ogR

awD

ata

She

et

Ave

raci

eV

olum

eof

Cas

4/9/

98

.T

est

Ph

arm

acy

Voi

ceC

ase

Gen

eral

Dep

artm

ent

Sch

edu

ling

Sym

pto

mP

erso

nal

Oth

erT

otal

Res

ult

sR

efil

lsM

ail/

Pag

ing

Co

ord

inat

ion

Wor

k

.,

TEA

M3

En

do

crin

olo

gy

Kat

hyC

lark

(3/9

)P

NP

00

26

02

10

011

Kat

hyC

lark

(3/1

0)0

10

140

07

10

23

Kat

hyC

lark

(3/1

1)0

02

10

51

11

11

Kat

hyC

lark

(3/1

3)1

00

40

00

00

5

Kat

hyC

lark

(3/1

6)0

06

31

01

00

11

Kat

hyC

lark

(3/1

7)3

01

61

27

00

20

Kat

hyC

lark

(3/1

8)1

20

91

14

00

18

Kat

hyC

lark

(3/2

0)0

00

01

20

01

4

Tot

al5

311

434

1221

22

103

Aver

age

Nu

mb

erof

Cal

ls!

Day

10

15

12

30

012

.88

Mar

gyFo

x(3

/13)

CN

S0

00

40

20

02

8

Mar

gyFo

x(3

/18)

140

00

02

20

119

Mar

gyFo

x19

03

00

22

00

26

Tot

al33

03

40

64

03

53

Aver

age

Num

ber

of

Cal

ls!

Day

110

11

02

10

117

.67

Div

isio

nT

otal

383

1447

418

252

515

6

Div

isio

nal

Wei

ghte

dA

ver

age/

Day

’7

02

50

23

01

19.6

1

Pulm

on

ary

Phyl

lisA

skew

(3/2

4)C

CC

63

68

80

10

133

Phyl

lisA

skew

(3/2

5)6

210

2012

19

02

62

Phyl

lisA

skew

(3/2

6)1

02

16

01

00

11

Phyl

lisA

skew

(3/2

7)0

02

22

11

00

8

Tot

al13

520

3128

212

03

114

Aver

age

Num

ber

of

Cal

ls!

Day

31

58

71

30

128

.50

Juli

eK

onkl

e(3

/11)

CC

C0

03

916

92

10

40

Juli

eK

onkl

e(3

/12)

00

16

715

10

030

Juli

eK

onkl

e(3

/13)

00

05

78

50

025

Juli

eK

onkl

e(3

/16)

00

76

69

31

032

Juli

eK

onkl

e(3

/18)

01

47

1310

60

142

Juli

eK

onkl

e(3

/19)

00

611

29

30

031

Juli

eKon

kle(

3/20

)0

07

1213

112

00

45

Tot

al0

128

5664

7122

21

245

Aver

age

Nu

mb

erof

Cal

ls!

Day

00

48

910

30

035

.00

rrr

Efl

EE

flE

__

Pho

neL

ogR

awD

ata

She

et4/

9/98

Ave

raae

Vol

ume

ofC

alls

.T

est

Phar

mac

yV

oice

Cas

eG

ener

alD

epar

tmen

tS

ched

uli

ng

Sym

pto

mP

erso

nal

Oth

erT

otal

Res

ult

sR

efil

lsM

ail/

Pag

ing

Coord

inat

ion

Wor

k

Nan

cyM

cint

osh

(3/1

6)C

NS

11

03

72

10

419

Nan

cyM

cint

osh

(3/1

7)3

00

05

140

04

26

Nan

cyM

cint

osh

(3/1

9)0

00

31

30

03

10

Tot

al4

10

613

191

011

55

Aver

age

Nu

mb

ero

fC

alls

)D

ay1

00

24

60

04

1833

Div

isio

nT

otal

177

4893

105

9235

215

414

Div

isio

nal

Wei

ghte

dA

ver

age/

Day

42

815

1713

60

468

.50

Infu

sion

Pat

rici

aD

elam

eill

eure

(3/2

7)C

NII

00

00

10

70

08

Pat

rici

aD

eiam

eiii

eure

(3/3

0)0

11

01

70

00

10

Pat

rici

aD

elam

eill

eure

(3/3

1)0

00

00

112

00

13

Tot

al0

11

02

819

00

31

Aver

age

Num

ber

of

Cal

ls/D

ay0.

00.

30.

30.

00.

72.

76.

30.

00.

010

Div

isio

nT

otal

01

10

28

190

031

Div

isio

nal

Wei

ghte

dA

ver

age/

Day

0.0

0.3

0.3

0.0

0.5

2.1

5.1

0.0

0.0

8.27

hn

htr

’rl

FiII

Tj,

uc

Fni

ivI’

nt

(FT

FI

fl

....

....

..-

-—

-m

--n

Pho

neL

ogR

awD

ata

She

et4/

9/98

Ave

rage

Len

gth

ofC

alls

(mm

.)

.T

est

Phar

mac

yV

oice

Cas

eD

epar

tmen

tS

ched

uli

ng

.S

ympt

om.

..

.G

ener

alW

ork

Per

sonal

Oth

erA

vera

geR

esult

sR

efil

lsM

aili

Pag

inC

oord

inat

ion

TE

AM

1-

Gas

tro

ente

rolo

gy

Ron

naF

ogle

(2/1

6)C

NI

6.8

2.3

-11

.0-

3.9

--

5.0

5.8

Ron

naF

ogle

(2/1

7)3.

05.

04.

5-

5.0

--

0.0

3.5

Ron

naF

ogle

(211

8)3.

14.

02.

03.

01.

01.

0-

--

2.3

Ron

naF

ogIe

(2/1

9)2.

94.

12.

46.

0-

2.2

--

36.0

8.9

Ron

naF

ogle

(2/2

0)-

1.9

2.0

3.0

-5.

0-

--

3.0

Ron

naF

ogle

(2/2

3)5.

84.

04.

33.

8-

3.0

--

3.5

4.1

Ron

naF

ogle

(2/2

4)4.

34.

0-

7.4

--

--

4.0

4.9

Ron

naF

ogle

(2/2

5)6.

02.

07.

0-

--

-5.

05.

0

Ron

naF

ogle

(2/2

6)5.

06.

51.

55.

0-

--

--

4.5

Ron

naF

ogle

(2/2

7)5.

33.

52.

010

.3-

--

2.6

4.7

Ave

rage

Len

gth

ofC

alls

4.7

3.7

2.4

6.1

1.0

3.3

--

8.0

Dia

neK

emp

(2/1

0)C

NS

10.0

-10

.018

.3-

15.0

--

-13

.3

Dia

neK

emp

(2/1

1)15

.0-

-18

.0-

--

--

16.5

Dia

neK

emp

(2)1

2)25

.010

.010

.0-

-15

.0-

--

15.0

Dia

neK

emp

(2/1

8)5.

0-

5.0

10.0

-18

.320

.0-

-11

.7

Dia

neK

emp

(2/1

9)5.

0-

-8.

3-

8.3

5.0

--

6.7

Dia

neK

emp

(2/2

0)5.

0-

-9.

3-

9.2

--

-7.

8

Dia

neK

emp

(2/2

3)15

.0-

-6.

7-

11.3

--

-11

.0

Dia

neK

emp

(2/2

4)-

-20

.07.

5-

10.3

--

-12

.6

Ave

rage

Len

gth

ofC

alls

11.4

10.0

11.3

11.2

-12

.512

.5-

-

Wei

gh

ted

Div

isio

nal

Ave

rage

s2.

72.

12.

14.

01.

04.

012

.5-

8.0

Infu

sion

Jenn

ifer

Ste

iner

(2/1

6)C

NII

--

--

1.0

1.0

1.0

-3.

01.

5

Jenn

ifer

Ste

iner

(2/1

8)-

-1.

00.

00.

81.

51.

21.

31.

01.

0

Jenn

ifer

Ste

iner

(2/2

3)1.

0-

-0.

50.

70.

31.

3-

2.4

1.0

Jen

nit

erS

tein

er(2

/25)

1.0

-2.

91.

01.

80.

61.

01.

01.

3

Ave

rage

Len

gth

ofC

alls

1.0

-1.

90.

51.

10.

81.

11.

31.

8

Wei

ghte

dD

ivis

iona

lA

vera

ge*

1.0

-1.

90.

51.

10.

81.

11.

31.

8

*Wel

ghte

dby

vo

lum

eof

call

sp

erp

erso

n,-

,IIo,t

cd

‘)I1

fll(

flth

rni,

nh

V97

IclR

fj

,.J

L1E

.:

]T

hfl

EF

.

Pho

neL

ogR

awD

ata

She

et4/

9/98

Ave

rage

Len

gth

ofC

alls

(mm

.)

.T

est

Phar

mac

yV

oice

Cas

eD

epar

tmen

tS

ched

uli

ng

Sy

mp

tom

..

..

Gen

eral

Wor

kP

erso

na)

Oth

erA

vera

geR

esult

sR

efil

lsM

aill

Pag

ing

Co

ord

inat

ion

Nep

hro

log

yC

athy

Bro

wn

(2/1

6)P

NP

-6.

56.

4-

-5.

32.

0-

-5.

1

Cat

hyB

row

n(2

/17)

-9.

012

.79.

6-

7.8

--

9.8

Cat

hyB

row

n(2

118)

2.8

9.0

5.0

10.7

-5.

6-

--

6.6

Cat

hyB

row

n(2

/19)

-10

.0-

11.3

-5.

5-

--

8.9

Cat

hyB

row

n(2

/20)

-7.

85.

89.

0-

5.8

--

-7.

1

Cat

hyB

row

n(2

/23)

-7.

9-

10.0

-6.

3-

--

8.1

Cat

hyB

row

n(2

/24)

6.6

7.5

15.7

12.5

--

-10

.6

Cat

hyB

row

n(2

/25)

-10

.75.

011

.3-

6.9

5.0

--

7.8

Cat

hyB

row

n(2

/26)

-8.

110

.012

.0-

5.3

5.0

-7.

58.

0

Cat

hyB

row

n(2

)27)

-6.

07.

010

.06.

93.

0-

12.7

7.6

Ave

rage

Len

gth

ofC

alls

2.8

8.2

7.4

11.1

-6.

83.

8-

10.1

Bre

nda

Pont

illo

(2/1

7)P

NP

3.0

-1.

89.

01.

35.

02.

9-

4.4

3.9

Bre

nda

Pont

illo

(2/1

8)-

2.0

1.0

5.0

-4.

73.

8-

2.0

3.1

Bre

nda

Pont

illo

(2/1

9)7.

81.

33.

07.

31.

04.

03.

0-

3.1

3.8

Bre

nda

Pont

illo

(2/2

3)3.

03.

32.

56.

34.

81.

5-

3.0

3.5

Bre

nda

Pont

illo

(2/2

4)-

5.0

3.0

4.0

-5.

6-

-3.

04.

1

Bre

nda

Pont

illo

(2/2

5)3.

0-

2.5

--

4.9

3.3

-2.

63.

2

Bre

nda

Pont

iNo

(2/2

6)-

3.3

--

-4.

0-

-4.

84.

0

Ave

rage

Len

gth

ofC

alls

4.2

3.0

2.3

6.3

1.2

4.7

2.9

-3.

3

Wei

ghte

dD

ivis

iona

lA

vera

g&1.

83.

72.

45.

01.

22.

91.

6-

2.0

Wel

ghte

dby

volu

me

ofca

lls

per

per

son

,$o

4‘)

f-j

,C1

Ith

rr,

,r,h

1197,g

R

..

EE:.r

.:

Pho

neL

ogR

awD

ata

She

et4/

9/98

Ave

rage

Len

gth

ofC

alls

(mm

.)

.T

est

Pha

rmac

yV

oice

Cas

eD

epar

tmen

tS

ched

ulin

g.

Sym

ptom

..

..

Gen

eral

Wor

kP

erso

nal

Oth

erA

vera

geR

esul

tsR

efil

lsM

aillP

ain

Coo

rdin

atio

n

TEA

M2

Neo

nat

olo

gy

Ann

ela

trow

(211

8)C

NIII

3.5

-1.

83.

01.

810

.22.

03.

5-

3.7

Ann

ela

trow

(212

0)-

--

-1.

03.

01.

42.

0-

1.8

Ann

ela

trow

(2/2

4)1.

0-

--

1.0

5.3

3.0

5.0

1.0

2.7

Ann

ela

trow

(2/2

5)-

•-

-1.

03.

0-

--

2.0

Ann

ela

trow

(2/2

7)4.

0-

--

-2.

5-

--

3.3

Ave

rage

Len

gth

ofC

aNs

2.8

-1.

83.

01.

24.

82.

13.

51.

0

Wei

gh

ted

Div

isio

nal

Ave

rage

’2.

8-

1.8

3.0

1.2

4.8

2.1

3.5

1.0

Neu

rolo

gy

Sue

Arm

stro

ng(2

/17)

CC

C-

5.5

2.0

7.7

-4.

516

.0-

3.0

6.4

Sue

Arm

stro

ng(2

/18)

-2.

5-

8.3

-3.

82.

0-

4.1

Sue

Arm

stro

ng(2

/19)

-1.

5-

6.0

-3.

38.

0-

3.5

4.5

Sue

Arm

stro

ng(2

/20)

-3.

0-

8.0

-3.

5-

4.0

4.6

Sue

Arm

stro

ng(2

/23)

-3.

51.

56.

7-

3.4

4.0

-1.

03.

3

Sue

Arm

stro

ng(2

/24)

-1.

75.

0-

4.0

7.5

-1.

03.

8

Sue

Arm

stro

ng(2

/25)

-3.

03.

317

.0-

5.8

3.0

-3.

05.

8

Sue

Arm

stro

ng(2

/26)

5.0

--

7.0

1.0

4.5

--

1.0

3.7

Sue

Arm

stro

ng(2

/27)

-2.

82.

76.

34.

03.

9-

-2.

53.

7

Ave

rage

Len

gth

otC

alls

5.0

2.9

2.9

8.4

2.5

4.0

6.8

-2.

4

Ann

Mar

ker

(2/1

6)C

Nii

-3.

5-

--

4.8

--

-4.

1

Ann

Mar

ker

(2/1

9)-

-4.

311

.9-

5.0

--

2.0

5.8

Ann

Mar

ker

(2/2

0)-

-4.

012

.4-

7.0

--

4.7

7.0

Ann

Mar

ker

(2/2

4)2.

07.

07.

315

.2-

--

-2.

36.

8

Ann

Mar

ker

(2/2

5)-

7.5

5.7

7.0

-9.

3-

-2.

26.

3

Ann

Mar

ker

(2/2

6)-

3.8

2.8

5.4

7.9

--

5.4

5.1

Ann

Mar

ker

(2/2

7)-

1.3

4.2

7.5

-6.

6-

-2.

04.

3

Ave

rage

Len

gth

ofC

alls

2.0

4.6

4.7

9.9

-6.

8-

-3.

1

WeI

gh

ted

byv

olu

me

ofca

lls

per

per

son

fli

l,rn

nrr

t(H

i‘)

!lfl

Iqth

rni

rhv

97

fq

Pho

neL

ogR

awD

ata

Shee

t4)

9/98

Ave

rage

Len

gth

ofC

alls

(mm

.)

Tes

tP

harm

acy

Voi

ceC

ase

Dep

artm

ent

Sch

edul

ing

Sym

ptom

Gen

eral

Wor

kP

erso

nal

Oth

erA

vera

geR

esul

tsR

efil

lsM

ait/

Pag

ing

Coo

rdin

atio

n

Hel

enM

urie

l(2

/16)

CN

II-

75.

56.

91-

2.33

10-

46.

0

Hel

enM

urie

l(2

117)

-7

6.6

12.9

3-

--

6.63

8.3

Hel

enM

urie

l(2

/18)

-9.

335

10.7

-6.

67-

-9.

68.

3

Hel

enM

urre

l(2

/19)

-6

39.

33-

12-

-11

83

Hel

enM

urre

l(2

/20)

-6

3.5

17.2

5-

--

-8.

48.

8

Hel

enM

urie

l(2

/23)

-6.

75.

7514

.67

-7

--

5.83

8.0

Ave

rage

Len

gth

ofC

alls

-7.

04.

912

.0-

7.0

10.0

-7.

6

Wei

ghte

dD

ivis

iona

lA

vera

ges

2.0

1.6

1.4

3.5

2.5

1.6

3.6

-1.

8

aWei

ghte

dby

vo

lum

eof

call

spe

rp

erso

n

fla

troll

rtd

2110

198

thro

iiq

h31

2719

8

:E

E]

fl

Pho

neL

ogR

awD

ata

She

et4/

9/98

Ave

rage

Len

gth

ofC

alls

(mm

.)

.T

est

Pha

rmac

yV

oice

Cas

eD

epar

tmen

tS

ched

ulin

g.

Sym

ptom

.G

ener

alW

ork

Per

sona

lO

ther

Ave

rage

Res

ults

Ret

ills

Mai

UP

agin

Coo

rdin

atio

n

TEA

M3

En

do

crin

olo

gy

Kat

hyC

lark

(3/9

)P

NP

--

1.5

3.3

-1.

57.

0-

-3.

3

Kat

hyC

lark

(3/1

0)-

1.0

-2.

4-

-2.

71.

0-

1.8

Kat

hyC

lark

(3/1

1)-

-2.

04.

0-

1.8

2.0

1.0

1.0

2.0

Kat

hyC

lark

(3/1

3)2.

0-

-7.

0-

--

--

4.5

Kat

hyC

lark

(3/1

6)-

-2.

75.

74.

0-

1.0

--

3.3

Kat

hyC

lark

(3/1

7)3.

3-

2.0

4.5

2.0

1.5

3.1

--

2.7

Kat

hyC

lark

(3/1

8)4.

08.

0-

3.7

3.0

2.0

2.0

--

3.8

Kat

hyC

lark

(3/2

0)-

--

-6.

01.

5-

-1.

02.

8

Ave

rage

Len

gth

ofC

alls

3.1

4.5

2,0

4.4

3.8

1.7

3.0

1.0

1.0

Mar

gyFo

x(3

/13)

CN

S-

--

5.3

-2.

0-

-2.

03.

1

Mar

gyFo

x(3

/18)

10.4

--

--

5.0

4.5

-2.

05.

5

Mar

gyFo

x8.

9-

3.0

--

2.5

3.0

--

4.3

Ave

rage

Len

gth

ofC

alls

9.6

-3.

05.

3-

3.2

3.8

-2.

0

Wei

ghte

dD

ivis

iona

lA

vera

ges

4.4

4.5

1.1

2.2

3.8

1.1

1.5

1.0

0.8

Pu

lmo

nar

yP

hyll

isA

skew

(3/2

4)C

CC

5.4

2.7

6.0

5.1

1.0

-1.

0-

6.0

3.9

Phyl

lisA

skew

(3/2

5)1.

86.

02.

26.

71.

78.

053

-2.

04.

2

Phyl

lisA

skew

(3/2

6)1.

0-

4.0

22.0

1.7

-11

.0-

-7.

9

Phyl

lisA

skew

(3/2

7)-

-7.

02.

03.

518

.02.

0-

-6.

5

Ave

rage

Len

gth

ofC

alls

2.8

4.3

4.8

8.9

2.0

13.0

4.8

-4.

0

aWei

ghte

dby

vo

lum

eof

call

spe

rp

erso

n.

,.,

.I

.1I1flI

flf

lt),r,,,r,h

‘!‘)

7IC

)fl

n1.

F...

[—

—

Pho

neL

ogR

awD

ata

Shee

tA

vera

geL

engt

hof

Cal

ls(m

m.)

4/9

/98

.T

est

Pha

rmac

yV

oice

Cas

eD

epar

tmen

tS

ched

ulin

g.

Sym

ptom

..

.G

ener

alW

ork

Per

sona

lO

ther

Ave

rage

Res

ults

Ref

ills

Mai

l/P

agin

gC

oord

inat

ion

Juli

eK

onkl

e(3/

11)

CC

C-

-2.

09.

31.

16.

32.

02.

0-

3.8

Juli

eK

onkl

e(3

/12)

--

10.0

7.7

1.1

4.0

2.0

--

5.0

Juli

eK

onkl

e(3

/13)

--

-10

.81.

03.

92.

4-

-4.

5

Juli

eK

onkl

e(3

/16)

-4.

76.

01.

23.

42.

33.

0-

3.4

Juli

eK

onki

e(3

/18)

-2.

03.

06.

01.

24.

53.

3-

2.0

3.2

Juli

eK

onki

e(3

/19)

--

4.2

7.7

1.0

7.1

7.3

--

5.5

Juli

eK

onkl

e(3

/20)

--

4.6

7.8

1.9

6.8

2.5

--

4.7

Ave

rage

Len

gth

ofC

alls

-2.

04.

77.

91.

25.

23.

12.

52.

0

Nan

cyM

cInt

osh

(3/1

6)C

NS

3.0

4.0

-4.

31.

72.

02.

0-

3.0

2.9

Nan

cyM

cint

osh

(3/1

7)3.

3-

--

2.0

3.3

--

3.0

2.9

Nan

cyM

cint

osh

(3/1

9)-

--

6.0

1.0

3.0

--

3.0

3.3

Ave

rage

Len

gth

ofC

alls

3.2

4.0

-5.

21.

62.

82.

0-

3.0

Wei

ghte

dD

ivis

iona

lA

vera

ges

1.4

1.3

2.4

2.7

0.5

1.6

1.2

2.5

1.0

Pat

rici

aD

elam

eill

eure

(3/2

7)C

NII

--

--

1-

4.14

--

2.6

Pat

rici

aD

elam

eill

eure

(3/3

0)-

105

-1

7.14

--

-5.

8

Pat

rici

aD

elam

eill

eure

(3/3

1)-

--

-5

4.75

--

4.9

Ave

rage

Len

gth

ofC

alls

-10

.05.

0-

1.0

6.1

4.4

--

Wei

ghte

dD

ivis

iona

lA

vera

g&-

10.0

5.0

-1.

06.

14.

4-

-

*Wel

ghte

dby

volu

me

ofca

lls

per

per

son

r+.

.....ii

,‘!

flH

lflth

rr

‘I’)

7!q

R

—-

E-:r

—j

Pho

neL

ogR

awD

ata

She

et4/

9/98

Num

ber

ofC

alls

Eac

hH

our

Per

Day

Dep

artm

ent

8:00

-9:

009:

00-

10:0

010

:00

-11

:00

11:0

0-12

:00

12:0

0-

1:00

1:00

-2:

002:0

0-3

:00

3:00

-4:

004:

00-

5:00

5:00

-6:

00

Nep

hro

log

yC

athy

Bro

wn

(2/1

6)P

NP

07

69

67

115

63

Cat

hyB

row

n(2

/17)

25

55

65

21

00

Cat

hyB

row

n(2

/18)

104

20

00

44

62

Cat

hyB

row

n(2

/19)

00

10

00

62

76

Cat

hyB

row

n(2

120)

67

99

102

65

65

Cat

hyB

row

n(2

/23)

16

00

05

00

32

Cat

hyG

row

n(2

/24)

24

50

30

20

00

Cat

hyB

row

n(2

/25)

28

30

43

17

50

Cat

hyB

row

n(2

/26)

61

00

04

66

75

Cat

hyB

row

n(2

/27)

81

41

86

45

55

Ave

rage

Num

ber

ofC

alls

/Ho

ur

3.7

4.3

3.5

2.4

3.7

3.2

4.2

3.5

4.5

2.8

Bre

nda

Pont

illo

(2/1

7)P

NP

34

03

43

52

82

Bre

nda

Pont

illo

(2/1

8)1

25

11

77

66

1

Bre

nda

Pont

illo

(2/1

9)2

108

79

62

11

1

Bre

nda

Pont

illo

(2/2

3)5

30

62

116

49

2

Bre

nda

Pont

illo

(2/2

4)5

00

01

04

54

3

Bre

nda

Pont

illo

(2/2

5)4

16

75

62

25

5

Bre

nda

Pont

illo

(2/2

6)6

01

13

38

10

0

Ave

rage

Num

ber

of

Cal

ls/H

ou

r3.

72.

92.

93.

63.

65.

14.

93.

04.

72.

0

Wei

ghte

dD

ivis

iona

lA

vera

ge*

7.4

7.2

6.4

6.0

7.3

8.3

9.1

6.5

9.2

4.8

*Wei

ghte

dby

day

spe

rw

eek

wor

ked

(out

ot5

days

)D

ata

coll

ecte

d21

10/9

8th

roug

h3/

27/9

8

••L

.••i

,•,

n-

•J

Th

Pho

neL

ogR

awD

ata

She

et4/

9/98

Num

ber

ofC

afls

Eac

hH

our

Per

Day

Dep

artm

ent

8:0

0-

9:00

9:00

-10

:00

10:0

0-

11:0

011

:00-

12:0

012

:00

-1:

001

:00

-2:0

02:

00-

3:00

3:00

-4:

004:0

0-

5:00

5:0

0-6

:00

TEA

M1

Gas

troen

tero

logy

Ron

naF

ogle

(2/1

6)C

NI

01

76

02

14

60

Ron

naF

ogle

(2/1

7)0

00

00

76

17

1

Ron

naF

ogle

(2/1

8)0

00

18

55

36

0

Ron

naF

ogle

(211

9)0

012

115

64

56

2

Ron

naF

ogle

(2/2

0)0

00

00

51

19

1

Ron

naF

ogle

(2/2

3)0

03

45

74

68

0

Ron

naF

ogle

(2/2

4)0

00

03

23

52

0

Ron

naF

ogle

(2/2

5)0

00

00

62

40

0

Ron

naF

ogle

(2/2

6)0

00

00

42

37

0

Ron

naF

ogle

(2/2

7)0

00

00

39

44

0

Ave

rage

Num

ber

ofC

alls

/Ho

ur

00.

12.

22.

22.

14.

73.

73.

65.

50.

4

Dia

neK

emp

(2/1

0)C

NS

10

01

30

00

01

Dia

neK

emp

(2/1

1)2

21

00

01

00

0

Dia

neK

emp

(2/1

2)2

30

00

01

00

0

Dia

neK

emp

(2/1

8)0

22

24

00

00

1

Dia

neK

emp

(2/1

9)0

20

20

00

00

7

Dia

neK

emp

(2/2

0)2

51

00

10

05

1

Dia

neK

emp

(2/2

3)1

15

00

10

00

0

Dia

neK

emp

(2/2

4)1

00

20

51

20

4

Ave

rage

Num

ber

ofC

alls

/Ho

ur

1.1

1.9

1.1

0.9

0.9

0.9

0.4

0.3

0.6

1.8

Wei

ghte

dD

ivis

iona

lA

vera

ge*

1.1

2.0

3.3

3.1

3.0

5.6

4.1

3.9

6.1

2.2

Infu

sion

Jenn

ifer

Ste

iner

(2/1

6)C

NII

03

10

20

00

00

Jenn

ifer

Ste

iner

(2/1

8)4

67

18

10

10

1

Jenn

ifer

Ste

iner

(2/2

3)1

102

11

00

00

0

Jenn

ifer

Ste

iner

(2/2

5)5

43

33

12

10

2

Ave

rage

Num

ber

ofC

alls

/Ho

ur

2.5

5.8

3.3

1.3

3.5

0.5

0.5

0.5

0.0

0.8

Wei

ghte

dD

ivis

iona

lA

vera

ge*

1.0

2.3

1.3

0.5

1.4

0.2

0.2

0.2

0.0

0.3

*Wei

ghte

dby

day

sper

wee

kw

orke

d(o

utof

5day

s)

Dat

aco

llec

ted

2110

/98

thro

ugh

3/27

/98

D..

.:

..j

..]

Th

Pho

neLo

gR

awD

ata

She

et4/

9/98

Num

ber

ofC

alls

Eac

hH

our

Per

Day

Dep

artm

ent

8:00

-9:

009

:00

-10

:00

10:0

0-

11:0

011

:00-

12:0

012

:00

-1:

001:

00-

2:00

2:00

-3:

003:

00-

4:00

4:0

0-

5:00

5:00

-6:

00

-—

-JE

AM

2.

—-

____________________

-

Neo

nat

olo

gy

Ann

eIa

trow

(2/1

8)C

NII

I9

12

12

10

22

0

Ann

ela

trow

(2/2

0)0

24

02

20

21

0

Ann

ela

trow

(2/2

4)2

12

00

72

30

0

Ann

ela

trow

(2/2

5)0

10

00

00

20

0

Ann

ela

trow

(2/2

7)0

00

00

12

00

0

Ave

rage

Num

ber

ofC

alls

/Hour

2.2

11.

60.

20.

82.

20.

81.

80.

60

Wei

ghte

dD

ivis

iona

lA

vera

ge*

1.3

0.6

1.0

0.1

0.5

1.3

0.5

1.1

0.4

0.0

Neu

rolo

gy

Sue

Arm

stro

ng(2

/17)

CC

C0

15

40

44

65

0

Sue

Arm

stro

ng(2

/18)

02

33

62

00

00

Sue

Arm

stro

ng(2

/19)

00

23

10

03

10

Sue

Arm

stro

ng(2

/20)

00

14

51

00

00

Sue

Arm

stro

ng(2

/23)

02

89

41

00

00

Sue

Arm

stro

ng(2

/24)

00

54

30

03

00

Sue

Arm

stro

ng(2

/25)

04

74

01

00

00

Sue

Arm

stro

ng(2

/26)

12

55

30

00

11

Sue

Arm

stro

ng(2

/27)

02

36

82

25

00

Ave

rage

Num

ber

ofC

alls

/Ho

ur

0.1

1.4

4.3

4.7

3.3

1.2

0.7

1.9

0.8

0.1

Ann

Mar

ker

(2/1

6)C

NII

00

16

00

00

00

Ann

Mar

ker

(2/1

9)0

23

51

47

24

0

Ann

Mar

ker

(2/2

0)0

00

04

15

20

0

Ann

Mar

ker

(2/2

4)0

23

31

21

34

0

Ann

Mar

ker

(2/2

5)0

00

02

92

52

0

Ann

Mar

ker

(2/2

6)0

34

42

34

211

0

Ann

Mar

ker

(2/2

7)0

02

66

15

40

0

Ave

rage

Num

ber

ofC

alls

/Ho

ur

0.0

1.0

1.9

3.4

2.3

2.9

3,4

2.6

3.0

0.0

WeI

ghte

dby

day

sp

erw

eek

wor

ked

(out

of5

day

s)

Dat

aco

llec

ted

2110

/98

thro

ugh

3/27

/98

Pho

neL

ogR

awD

ata

She

et4/

9/98

Num

ber

ofC

alls

Eac

hH

our

Per

Day

Dep

artm

ent

8:0

0-9

:00

9:0

0-1

0:0

010:0

0-1

1:0

011

:00-

12:0

012:0

0-1

:00

1:0

0-2

:00

2:0

0-3

:00

3:0

0-4

:00

4:0

0-5

:00

5:0

0-6

:00

Hel

enM

urre

l(2

/16)

CN

II2

52

30

63

51

0

Hel

enM

urie

l(2

/17)

73

53

05

22

40

Hel

enM

urie

l(2

/18)

44

24

11

43

30

Hel

enM

urie

l(2

/19)

13

32

41

00

00

Hel

enM

urie

l(2

/20)

22

22

31

00

00

Hel

enM

urre

l(2

/23)

24

74

23

31

40

Ave

rage

Num

ber

ofC

aIIs

JH

our

3.0

3.5

3.5

3.0

1.7

2.8

2.0

1.8

2.0

0.0

Wei

ghte

dD

ivis

iona

lA

vera

ge*

3.1

5.7

9.3

10.4

6.8

6.3

5.4

5.8

5.2

0.1

awei

gh

ted

byday

sper

wee

kw

ork

ed(o

utof

5d

ays)

Dat

aco

llec

ted

2110

/98

thro

ugh

3/27

/98

Pho

neL

ogR

awD

ata

She

et4/

9/98

Num

ber

ofC

alls

Eac

hH

our

Per

Day

Dep

artm

ent

8:00

-9:

009:

00-

10:0

010

:00

-11

:00

11:0

0-12

:00

12:0

0-

1:00

1:00

-2:

002:

00-

3:00

3:00

-4:

004:

00-

5:00

5:0

0-

6:00

TA

IA

’.

‘.

;rm.

-_

L4

En

do

crin

olo

gy

Kat

hyC

lark

(3/9

)P

NP

23

01

03

20

00

Kat

hyC

lark

(3/1

0)0

65

00

74

10

0

Kat

hyC

lark

(3/1

1)0

11

41

20

02

0

Kat

hyC

lark

(3/1

3)0

31

10

00

00

0

Kat

hyC

lark

(3/1

6)0

41

60

00

00

0

Kat

hyC

lark

(3/1

7)0

23

95

10

00

0

Kat

hyC

lark

(3/1

8)0

25

22

01

15

0

Kat

hyC

lark

(3/2

0)0

21

01

00

00

0

Ave

rage

Num

ber

of

Cal

ls/H

ou

r0.

32.

92.

12.

91.

11.

60.

90.

30.

90.

0

Mar

gyFo

x(3

/13)

CN

S3

22

00

00

00

0

Mar

gyFo

x(3

/18)

48

30

00

23

00

Mar

gyFo

x3

21

93

21

15

0

Ave

rage

Num

ber

ofC

alls

/Ho

ur

3.3

4.0

2.0

3.0

1.0

0.7

1.0

1.3

1.7

0.0

Wei

ghte

dD

ivis

iona

lA

vera

ge*

2.2

4.7

2.9

4.1

1.5

1.7

1.3

11.

70

Pu

lmo

nar

yPh

yllis

Ask

ew(3

/24)

CC

C0

20

42

96

46

0

Phyl

lisA

skew

(3/2

5)6

98

64

68

69

0

Phyl

lisA

skew

(3/2

6)4

00

61

10

00

0

Phyl

lisA

skew

(3/2

7)0

03

50

00

00

0

Ave

rage

Num

ber

ofC

alls

!H

our

2.5

2.8

2.8

5.3

1.8

4.0

3.5

2.5

3.8

0.0

Julie

Kon

kle

(3/1

1)C

CC

17

58

56

05

20

Juli

eK

onkl

e(3

/12)

00

311

82

42

10

Juli

eK

onkl

e(3

/13)

15

19

90

00

00

Juli

eK

onkl

e(3

/16)

56

25

08

51

00

Juli

eK

onkl

e(3

/18)

314

96

43

30

00

Juli

eK

onkl

e(3

/19)

46

24

43

53

00

Juli

eK

onkl

e(3

/20)

46

95

26

75

10

Ave

rage

Num

ber

ofC

alls

/Ho

ur

2.6

6.3

4.4

6.9

4.6

4.0

3.4

2.3

0.6

0.0

Wei

gh

ted

byday

sp

erw

eek

work

ed(o

utof

5day

s)

Dat

aco

llec

ted

2110

198

thro

ugh

3/27

/98

Pho

neL

ogR

awD

ata

She

et4/

9198

Num

ber

ofC

alls

Eac

hH

our

Per

Day

Dep

artm

ent

8:0

0-9

:00

9:00

-10

:00

10:0

0-

11:0

011

:00-

12:0

012

:00

-1:

001:

00-

2:00

2:00

-3:

003:

00-

4:00

4:00

-5:

005:

00-

6:00

Nan

cyM

cint

osh

(3/1

6)C

NS

08

62

03

00

00

Nan

cyM

cint

osh

(3/1

7)0

67

20

50

06

0

Nan

cyM

cint

osh

(3/1

9)0

12

00

03

30

1

Ave

rage

Num

ber

ofC

alls

/Ho

ur

0.0

5.0

5.0

1.3

0.0

2.7

1.0

1.0

2.0

0.3

Wei

ghte

dD

ivis

iona

lA

vera

ge*

4.6

11.8

10.3

11.8

5.4

9.3

7.0

5.1

5.8

0.3

infu

sion

Pat

rici

aD

elam

eill

eure

(3/2

7)C

NII

02

10

02

11

10

Pat

rici

aD

elam

eill

eure

(3/3

0)0

00

02

23

30

0

Pat

rici

aD

elam

eill

eure

(3/3

1)2

03

13

10

30

0

Ave

rage

Num

ber

of

Cal

ls/H

ou

r0.

70.

71.

30.

31.

71.

71.

32.

30.

30.

0

Wei

ghte

dD

ivis

iona

lA

vera

ge*

0.5

0.5

1.1

0.3

1.3

1.3

1.1

1.9

0.3

0.0

Wei

gh

ted

byd

ays

per

wee

kw

orke

d(o

utof

5da

ys)

Dat

aco

llec

ted

2110

/98

thro

ugh

3/27

/98

‘.1

:,j

Pho

neL

ogR

awD

ata

She

et4/

9/98

Num

ber

ofC

alls

To/

Fro

mW

hom

Per

Day

Pag

ing

Noic

eS

ecre

tary

?D

epar

tmen

tP

atie

nt/

Par

ent

Phy

sici

anP

har

mac

ist

Lab

orat

ory

Mai

lN

urse

Cle

rkS

choo

lO

ther

TEA

M1

Gas

troen

tero

logy

Ron

naF

ogle

(2/1

6)C

NI

213

00

01

00

1

Ron

naF

ogle

(2/1

7)13

00

00

80

01

Ron

naF

ogle

(211

8)15

60

06

30

00

Ron

naF

ogle

(2/1

9)28

41

12

84

03

Ron

naF

ogle

(2/2

0)11

21

01

00

02

Ron

naF

ogle

(2/2

3)20

13

00

60

07

Ron

naF

ogle

(212

4)9

20

01

20

01

Ron

naF

ogle

(212

5)6

00

01

10

02

Ron

naF

ogle

(212

6)12

10

11

00

01

Ron

naF

ogle

(2/2

7)11

01

00

41

02

Ave

rage

Num

ber

ofC

alls

!D

ay14

.61.

90.

60.

21.

23.

30.

50

2

Dia

neK

emp

(2/1

0)C

NS

41

10

00

00

0

Dia

neK

emp

(2/1

1)5

00

00

10

00

Dia

neK

emp

(2/1

2)5

01

00

00

00

Dia

neK

emp

(2/1

8)7

31

00

00

00

Dia

neK

emp

(2/1

9)9

20

00

00

00

Dia

neK

emp

(2/2

0)6

60

10

10

01

Dia

neK

emp

(2/2

3)5

10

00

00

20

Dia

neK

emp

(2/2

4)7

51

00

10

01

Ave

rage

Num

ber

ofC

alls

!D

ay6.

02.

30.

50.

10.

00.

40.

00.

30.

3

Div

isio

nal

Wei

gh

ted

Av

erag

eCal

ls/D

ay*

20.6

4.2

1.1

0.3

1.2

3.7

0.5

0.3

2.3

Infu

sion

Jenn

ifer

Ste

iner

(2/1

6)C

NII

01

01

21

10

0

Jenn

ifer

Ste

iner

(2/1

8)0

04

24

38

08

Jenn

ifer

Ste

iner

(2/2

3)0

22

02

26

01

Jenn

ifer

Ste

iner

(2/2

5)0

37

16

23

02

Ave

rage

Num

ber

ofC

alls

!D

ay0.

01.

53.

31.

03.

52.

04.

50.

02.

8

Div

isio

nal

Wei

ghte

dA

ver

age

Cal

ls!

Day

*0.

00.

61.

30.

41.

40.

81.

80.

01.

1

aWei

ghte

db

yd

ays

per

wee

kw

ork

ed(o

utof

5d

ays)

Dat

aco

llec

ted

2110

/98

thro

ugh

3/27

/98

DE

EE

_

1

Pho

neL

ogR

awD

ata

She

et4/

9/98

Num

ber

ofC

alls

To/

Fro

mW

hom

Per

Day

Pag

ing/

Voi

ceS

ecre

tary

lD

epar

tmen

tP

atie

ntl

Par

ent

Phy

sici

anP

har

mac

ist

Lab

orat

ory

Mai

lN

urse

Cle

rkS

choo

lO

ther

Nep

hro

log

yC

athy

Bro

wn

(2/1

6)P

NP

329

38

06

21

0

Cat

hyB

row

n(2

/17)

222

33

01

00

0

Cat

hyB

row

n(2

/18)

195

11

01

30

2

Cat

hyB

row

n(2

/19)

127

00

00

00

3

Cat

hyB

row

n(2

/20)

3715

41

00

41

1

Cat

hyB

row

n(2

/23)

131

03

00

00

0

Cat

hyB

row

n(2

/24)

130

21

00

00

0

Cat

hyB

row

n(2

/25)

235

11

03

00

0

Cat

hyB

row

n(2

/26)

263

11

00

00

4

Cat

hyB

row

n(2

/27)

214

37

02

40

5

Ave

rage

Num

ber

ofC

aIIs

/D

ay21

.85.

11.

82.

60

1.3

1.3

0.2

1.5

Bre

nda

Pont

illo

(2/1

7)P

NP

41

50

32

130

6

Bre

nda

Pont

illo

(2/1

8)23

31

00

24

04

Bre

nda

Pont

illo

(2/1

9)20

42

31

58

04

Bre

nda

Pont

illo

(2/2

3)23

211

30

08

01

Bre

nda

Pont

illo

(2)2

4)17

31

00

00

01

Bre

nda

Pori

tillo

(2/2

5)19

62

00

07

09

Bre

nda

Pont

illo

(2/2

6)11

10

50

01

05

Ave

rage

Num

ber

ofC

alls

/D

ay16

.72.

93.

11.

60.

61.

35.

90.

04.

3

Div

isio

nal

Wei

ghte

dA

ver

age

Cal

ls/

Day

*38

.58.

04.

94.

20.

62.

67.

20.

25.

8

*Wei

ghte

dby

day

sp

erw

eek

wor

ked

(out

of5

day

s)D

ata

coll

ecte

d21

10/9

8th

rough

3/27

/98

rD.1

fl

Pho

neLo

gR

awD

ata

She

et4/

9/98

Num

ber

ofC

alls

To/

Fro

mW

hom

Per

Day

Pag

ingN

oice

Sec

reta

ry/

Dep

artm

ent

Pat

ient

lPar

ent

Phy

sici

anP

harm

acis

tL

abor

ator

yM

ail

Nur

seC

lerk

Scho

olO

ther

TE

AM

2N

eonat

olo

gy

Ann

ela

trow

(2/1

8)C

NII

I6

03

05

11

04

Ann

ela

trow

(212

0)0

00

03

31

06

Ann

ela

trow

(2/2

4)2

10

03

05

15

Ann

ela

trow

(2/2

5)0

00

02

00

01

Ann

ela

trow

(2/2

7)1

10

00

01

00

Ave

rage

Num

ber

ofC

alls

/D

ay1.

80.

40.

60

2.6

0.8

1.6

0.2

3.2

Div

isio

nal

Wei

ghte

dA

ver

age

Cal

ls!

Day

*1.

10.

20.

40.

01.

60.

51.

00.

11.

9

Neu

rolo

gyS

ueA

rmst

rong

(2/1

7)C

CC

200

00

08

00

0S

ueA

rmst

rong

(2/1

8)13

00

00

01

01

Sue

Arm

stro

ng(2

/19)

70

00

02

00

1S

ueA

rmst

rong

(2/2

0)6

30

00

00

02

Sue

Arm

stro

ng(2

/23)

161

22

01

00

1S

ueA

rmst

rong

(2/2

4)10

01

00

12

01

Sue

Arm

stro

ng(2

/25)

71

60

00

00

2S

ueA

rmst

rong

(2/2

6)14

00

00

20

02

Sue

Arm

stro

ng(2

/27)

170

32

01

20

3A

ver

age

Num

ber

ofC

alls

/D

ay12

.20.

61.

30.

40.

01.

70.

60.

01.

4

Ann

Mar

ker

(2/1

6)C

NII

40

02

00

00

0A

nnM

arke

r(2

119)

180

31

01

01

3A

nnM

arke

r(2

/20)

90

02

00

00

0A

nnM

arke

r(2

/24)

120

21

01

00

0A

nnM

arke

r(2

/25)

80

32

01

00

6A

nnM

arke

r(2

/26)

141

34

00

00

11A

nnM

arke

r(2

/27)

140

52

00

00

3A

ver

age

Num

ber

ofC

alls

/Day

11.3

0.1

2.3

2.0

0.0

0.4

0.0

0.1

3.3

awei

gh

ted

byd

ays

per

wee

kw

ork

ed(o

utof

5day

s)D

ata

coll

ecte

d2/1

0/9

8th

rough

3/27

/98

Pho

neL

ogR

awD

ata

She

et4/

9/98

Num

ber

ofC

alls

To/

Fro

mW

hom

Per

Day

Dep

artm

ent

Pat

ient/

Par

ent

Ph

ysi

cian

Ph

arm

acis

tL

abora

tory

Pag

ing/

Voi

ceN

urs

eS

ecr:

tary

/S

cho

ol

Oth

er

Hel

enM

urre

l(2

/16)

CN

II16

20

00

00

18

Hel

enM

urre

l(2

/17)

160

00

06

00

9

Hel

enM

urre

l(2

/18)

172

10

00

00

6

Hel

enM

urre

l(2

/19)

90

20

00

00

3

Hel

enM

urre

l(2

/20)

100

00

00

00

2

Hel

enM

urre

l(2

/23)

201

10

00

00

8

Ave

rage

Num

ber

ofC

alls

!D

ay14

.70.

80.

70.

00.

01.

00.

00.

26.

0

Div

isio

nal

Wei

ghte

dA

ver

age

Cal

ls!

Day

*35

.91.

53.

82.

00.

03.

00.

60.

310

.1

Wei

ghte

dby

day

spe

rw

eek

wor

ked

(out

of5

days

)D

ata

coll

ecte

d2/

10/9

8th

rough

3/27

/98

EE

EE

L.J

CE

.—

F.1

CE

.

Pho

neLo

gR

awD

ata

She

et4/

9/98

Num

ber

ofC

alls

To/

Fro

mW

hom

Per

Day

Pag

ing/

Voi

ceS

ecre

tary

/D

epar

tmen

tP

atie

nt/P

aren

tP

hysi

cian

Pha

rmac

ist

Lab

orat

ory

.N

urse

Sch

ool

Oth

erM

ail

Cle

rk

TA

}L3

*—

-

En

do

crin

olo

gy

Kat

hyC

lark

(3/9

)P

NP

80

20

00

00

1K

athy

Cla

rk(3

/10)

130

00

01

10

8K

athy

Cla

rk(3

/11)

20

20

02

20

3K

athy

Cla

rk(3

/13)

31

00

00

10

0K

athy

Cla

rk(3

/16)

50

50

10

00

0K

athy

Cla

rk(3

/17)

100

10

10

10

7K

athy

Cla

rk(3

/18)

91

31

10

20

1K

athy

Cla

rk(3

/20)

00

00

10

30

0A

ver

age

Num

ber

ofC

alls

!D

ay6.

30.

31.

60.

10.

50.

41.

30.

02.

5

Mar

gyFo

x(3

/13)

CN

S2

10

00

03

01

Mar

gyFo

x(3

/18)

113

00

01

21

1M

argy

Fox

202

30

00

10

0A

vera

geN

umbe

rof

Cal

ls!

Day

11.0

2.0

1.0

0.0

0.0

0.3

2.0

0.3

0.7

Div

isio

nal

Wei

gh

ted

Av

erag

eCal

ls/D

ay*

11.6

1.4

1.9

0.1

0.4

0.5

2.2

0.2

2.4

Pulm

on

ary

Phyl

lisA

skew

(3/2

4)C

CC

129

40

60

00

2Ph

yllis

Ask

ew(3

/25)

218

81

70

50

12Ph

yllis

Ask

ew(3

/26)

50

00

40

20

0Ph

yllis

Ask

ew(3

/27)

30

10

20

00

2A

vera

geN

umbe

rof

Cal

ls!

Day

10.3

4.3

3.3

0.3

4.8

0.0

1.8

0.0

4.0

Julie

Kon

kle

(3/1

1)C

CC

123

30

161

20

3Ju

lieK

onkl

e(3

/12)

105

00

75

30

1Ju

lieK

onkl

e(3

/13)

73

00

70

20

6Ju

lieK

onkl

e(3

/16)

113

30

40

00

11Ju

lie

Kon

kle

(3/1

8)12

73

213

01

13

Julie

Kon

kle

(3/1

9)17

16

02

00

14

Julie

Kon

kle

(3/2

0)14

55

011

01

09

Avera

geN

um

bero

fC

all

s/D

ay

11.9

3.9

2.9

0.3

8.6

0.9

1.3

0.3

5.3

*wel

ghte

dby

day

sp

erw

eek

work

ed(o

utof

5d

ays)

Dat

aco

llec

ted

2110

198

thro

ugh

3/27

/98

Pho

neL

ogR

awD

ata

She

et4/

9/98

Num

ber

ofC

alls

To/

Fro

mW

hom

Per

Day

Dep

artm

ent

Pat

ient/

Par

ent

Physi

cian

Ph

arm

acis

tL

abora

tory

Pag

ing

/Voic

eN

urs

eS

ecr:

tary

lS

cho

ol

Oth

er

Nan

cyM

cInt

osh

(3/1

6)C

NS

17

13

10

20

4

Nan

cyM

cint

osh

(3/1

7)7

80

20

21

05

Nan

cyM

cint

osh

(3/1

9)2

40

00

20

02

Ave

rage

Num

ber

ofC

alls

!D

ay3.

36.

30.

31.

70.

31.

31.

00.

03.

7

Div

isio

nal

Wei

gh

ted

Av

erag

eCal

ls/D

ay*

22.4

12.4

5.8

1.8

11.9

1.8

3.6

0.2

11.2

Infu

sion

Pat

rici

aD

elam

eill

eure

(3/2

7)C

NII

00

01

11

00

5

Pat

rici

aD

elam

eill

eure

(3/3

0)7

21

00

00

00

Pat

rici

aD

elam

eill

eure

(3/3

1)5

22

20

20

00

Ave

rage

Num

ber

ofC

alls

!D

ay4.

01.

31.

01.

00.

31.

00.

00.

01.

7

Div

isio

nal

Wei

ghte

dA

vera

geC

alls

!D

ay*

3.2

1.1

0.8

0.8

0.3

0.8

0.0

0.0

1.3

*Wel

ghte

dby

day

spe

rw

eek

wor

ked

(out

of5

days

)D

ata

coll

ecte

d21

10/9

8th

rough

3/27

198

Pho

neLo

gR

awD

ata

She

etC

all

Rou

ting

san

dFo

llow

-Up

4/9/

98

Num

ber

.N

umbe

rN

umbe

rN

umbe

rR

oute

dP

erce

nt

Req

uiri

ngP

erce

ntP

erce

nt

Per

cen

tR

oute

dD

epar

tmen

tR

equi

ring

Fol

low

-Up

Inco

min

gC

alls

Out

goin

gC

alls

Cor

rect

lyF

ollo

w-U

pIn

com

ing

Cal

lsO

utgo

ing

Cal

lsC

orre

ctly

.4- G

astr

oen

tero

logy

Ron

naF

ogle

(2/1

6)C

NI

154

2226

58%

15%

85%

100%

Ron

naF

ogle

(2/1

7)12

121

2255

%5%

95%

100%

Ron

naF

ogle

(2/1

8)19

921

3063

%30

%70

%10

0%R

onna

Fog

le(2

/19)

2619

3251

51%

37%

63%

100%

Ron

naF

ogle

(2/2

0)6

314

1735

%18

%82

%10

0%R

onna

Fog

le(2

/23)

214

3337

57%

11%

89%

100’

/R

onna

Fog

le(2

/24)

84

1115

53%

27%

73%

100%

Ron

ria

Fog

le(2

/25)

41

910

40%

10%

90%

100%

Ror

ina

Fog

le(2

/26)

82

1416

50%

13%

88%

100%

Ron

naF

ogle

(2/2

7)9

119

2045

%5%

95%

100%

Ave

rage

Cal

ls!

Day

12.8

4.8

19.6

24.4

51%

17%

83%

100%

Dia

neK

emp

(2/1

0)C

NS

64

26

100%

67%

33%

100%

Dia

neK

emp

(2/1

1)4

15

667

%17

%83

%10

0%D

iane

Kem

p(2

/12)

31

56

50%

17°/a

83%

100%

Dia

neK

emp

(211

8)4

110

1136

%9%

91%

100%

Dia

neK

emp

(2/1

9)2

011

718

%0%

100%

64%

Dia

neK

emp

(2/2

0)8

114

1553

%7%

93%

100%

Dia

neK

emp

(2/2

3)2

17

825

%13

%88

%10

0%D

iane

Kem

p(2

/24)

60

1515

40%

0%10

0%100%

Ave

rage

Cal

ls!

Day

4.4

1.1

8.6

9.3

49%

16%

84%

95°/

a

Div

isio

nal

Wei

ghte

dA

vera

geC

alls

!D

ays

17.2

5.9

28.2

33.7

Infu

sion

Jenn

ifer

Ste

iner

(2/1

6)C

NII

22

46

33%

33%

67%

100%

Jenn

ifer

Ste

iner

(2/1

8)1

920

273%

31%

69%

93%

Jenn

ifer

Ste

iner

(2/2

3)5

96

1533

%60

%40

%10

0%Je

nnif

erS

tein

er(2

/25)

47

1722

17%

29%

71%

Av

erag

eCal

ls/D

ay3.

06.

811

.817

.522

%38

%62

%96

°/a

Div

isio

nal

Wei

ghte

dA

vera

geC

alls

!D

ays

1.2

2.7

4.7

7.0

*Wei

ghte

dby

days

per

wee

kw

orke

d(o

utof

5da

ys)

Dat

aco

llec

ted

2/10

/98

thro

ugh

3/27

/98

Pho

neLo

gR

awD

ata

She

et4/

9/98

Cal

lR

outi

ngs

and

Follo

W-U

p

Num

ber

..

Num

ber

Num

ber

Num

ber

Rou

ted

Per

cen

tR

equi

ring

Per

cen

tP

erce

nt

Per

cent

Rou

ted

Oep

artm

ent

Req

uiri

ng.

Fol

low

-Up

Inco

min

gC

alls

Out

goin

gC

alls

Cor

rect

lyF

ollo

w-U

pIn

com

ing

Cal

lsO

utgo

ing

Cal

lsC

orre

ctly

Nep

hrol

ogy

Cat

hyB

row

n(2

/16)

PN

P22

1050

6037

%l7

%83

%10

0%

Cat

hyB

row

n(2

)17)

107

2431

32%

23%

77%

100%

Cat

hyB

row

n(2

/18)

82

3032

25%

6%94

%10

0%

Cat

hyB

row

n(2

/19)

63

1922

27%

14%

86%

100%

Cat

hyB

row

n(2

120)

145

6065

22%

8%92

%10

0%

Cat

hyB

row

n(2

/23)

40

1717

24%

0%10

0%10

0%

Cat

hyB

row

n(2

/24)

83

1316

50%

19%

81%

100%

Cat

hyB

row

n(2

/25)

105

2833

30%

15%

85%

100%

Cat

hyB

row

n(2

/26)

98

2735

26%

23%

77%

100%

Cat

hyB

row

n(2

/27)

57

4047

11%

15%

85%

100%

Ave

rage

Cal

ls/D

ay9.

65

30.8

35.8

28%

14%

86%

100%

Bre

nda

Pont

illo

(2/1

7)P

NP

05

2934

0%15

%85

%10

0°/o

Bre

nda

Pont

illo

(2/1

8)8

631

3722

%16

%84

%10

0%

Bre

nda

Pont

illo

(2/1

9)9

740

4719

%15

%85

%10

0%

Bre

nda

Pont

illo

(2/2

3)2

741

484%

15%

85%

100%

Bre

nda

Pont

illo

(2/2

4)6

616

2227

%27

%73

%10

0%

Bre

nda

Pont

illo

(2/2

5)7

538

4316

%12

%88

%100%

Bre

nda

Pont

illo

(2/2

6)4

716

2317

%30

%70

%10

0%

Ave

rage

Cal

lsI

Day

5.1

6.1

30.1

36.3

15%

19%

81%

100%

Div

isio

nal

Wei

ghte

dA

vera

geC

alls

!D

ay*

14.7

11.1

60.9

72.1

Wei

ghte

dby

days

per

wee

kw

orke

d(o

utof

5da

ys)

Dat

aco

llec

ted

2/10

/98

thro

ugh

3/27

/98

Pho

neLo

gR

awD

ata

She

et4/

9/98

Cal

lR

outi

ngs

and

Follo

w-U

p

Num

ber

..

Num

ber

Num

ber

Num

ber

Rou

ted

Per

cent

Req

uiri

ngP

erce

nt

Per

cen

tP

erce

ntR

oute

dD

epar

tmen

tR

equi

ring

.

Fol

low

-Up

Inco

min

gC

alls

Out

goin

gC

alls

Cor

rect

lyF

ollo

w-U

pIn

com

ing

Cal

lsO

utgo

ing

Cal

lsC

orre

ctly

TEA

M2

Neo

nat

olo

gy

Ann

ela

trow

(2/1

8)C

NIII

32

1820

15%

10%

90%

100%

Ann

ela

trow

(2/2

0)1

112

138%

8%92

%10

0%A

nne

latr

ow(2

/24)

34

1317

18%

24%

76%

100%

Ann

ela

trow

(2/2

5)3

12

310

0%33

%67

%10

0%A

nne

latr

ow(2

/27)

00

33

0%0%

100%

100%

Ave

rage

Cal

lsI

Day

21.

69.

611

.228

%15

%85

%10

0%

Div

isio

nal

Wei

ghte

dA

vera

geC

alIs

iD

ay*

1.2

1.0

5.8

6.7

Neu

rolo

gyS

ueA

rmst

rong

(2/1

7)C

CC

1512

1628

54%

43%

57%

100%

Sue

Arm

stro

ng(2

/18)

60

1515

40%

0%10

0%10

0%S

ueA

rmst

rong

(2/1

9)1

19

1010

%10

%90

%10

0%S

ueA

rmst

rong

(212

0)4

38

1136

%27

°/a

73%

100%

Sue

Arm

stro

ng(2

/23)

92

2123

39%

9%91

%10

0%S

ueA

rmst

rong

(2/2

4)5

015

1533

%0%

100%

100%

Sue

Arm

stro

ng(2

/25)

13

1316

6%19

%81

%10

0%S

ueA

rmst

rong

(2/2

6)9

315

1850

%17

%83

%10

0%S

ueA

rmst

rong

(2/2

7)6

226

2821

%7%

93%

100%

Ave

rage

Cal

LsI

Day

6.2

2.9

15.3

18.2

32%

15%

85%

100%

Ann

Mar

ker

(2/1

6)C

NII

50

66

83%

0%10

0%10

0%A

nnM

arke

r(2

/19)

207

2128

71%

25%

75%

100%

Ann

Mar

ker

(2/2

0)0

211

130%

15%

85%

100%

Ann

Mar

ker

(2/2

4)4

315

1822

%17

%83

%10

0%A

nnM

arke

r(2

/25)

23

1720

10%

15%

85%

100%

Ann

Mar

ker

(2/2

6)13

231

3339

%6%

94%

100%

Ann

Mar

ker

(2/2

7)13

321

2454

%13

%88

%1

00

%A

ver

ageC

alls

lDay

8.1

2.9

17.4

20.3

40%

13%

87%

100%

Wei

ghte

dby

days

per

wee

kw

orke

d(o

utof

5da

ys)

Dat

aco

llec

ted

2/10

/98

thro

ugh

3/27

/98

Ph

on

eL

og

Raw

Dat

aS

heet

4/9

/98

Cal

lR

outi

ngs

and

Fo

llo

w-U

p

Num

ber

..

Num

ber

Num

ber

Num

ber

Rou

ted

Per

cent

Req

uiri

ngP

erce

nt

Per

cen

tP

erce

ntR

oute

dD

epar

tmen

tR

equi

ring

Fol

low

-Up

Inco

min

gC

alls

Out

goin

gC

alls

Cor

rect

lyF

ollo

w-U

pIn

com

ing

Cal

lsO

utgo

ing

Cal

lsC

orre

ctly

Hel

enM

urr

el(2

/16)

CN

II14

81

927

52

%30%

70%

100%

Hel

enM

urr

el(2

/17)

13

16

14

30

43%

53%

47

%100%

Hel

enM

urr

el(2

/18

)7

91

625

28%

36%

64%

1000

/o

Hel

enM

urr

el(2

/19

)5

68

14

36

%43%

57%

100%

Hel

enM

uri

el(2

120)

66

61

25

0%

50%

50%

100%

Hel

enM

uri

el(2

/23

)9

16

14

30

30

%53%

47%

100%

Ave

rage

Cal

lsI

Day

9.0

10.2

12.8

23.0

40

%4

4%

56%

100%

Div

isio

nal

Wei

ghte

dA

vera

geC

alls

ID

ays

21.7

15.3

42.1

57.5

‘Wei

ghte

db

ydays

per

week

work

ed(o

ut

of5

day

s)

Dat

acoll

ecte

d2/

10/9

8th

rough

3/27

/98

:j

‘.

Pho

neLo

gR

awD

ata

She

et4/

9/98

Cal

lR

outi

ngs

and

Follo

w-U

pN

umbe

r.

.N

umbe

rN

umbe

rN

umbe

rR

oute

dP

erce

nt

Req

uiri

ngP

erce

nt

Per

cen

tP

erce

ntR

oute

dD

epar

tmen

tR

equi

ring

.V

Fol

low

-Up

Inco

min

gC

alls

Out

goin

gC

alls

Cor

rect

lyF

ollo

w-U

pIn

com

ing

Cal

lsO

utgo

ing

Cal

lsC

orre

ctly

-TE

AM

3E

ndocr

inolo

gy

Kat

hyC

lark

(3/9

)P

NP

85

611

73%

45%

55%

100%

Kat

hyC

lark

(3/1

0)13

518

2257

%22

%78

%96

%K

athy

Cla

rk(3

/11)

35

610

27%

45%

55%

91%

Kat

hyC

lark

(3/1

3)3

05

560

%0%

100%

100%

Kat

hyC

lark

(3/1

6)6

38

1155

%27

%73

%10

0%K

athy

Cla

rk(3

/17)

104

1619

50%

20%

80%

95%

Kat

hyC

lark

(3/1

8)10

810

1756

%44

%56

%94

%K

athy

Cla

rk(3

/20)

23

13

50%

75%

25%

75%

Ave

rage

Cal

ls!

Day

6.9

4.1

8.8

12.3

53%

35%

65%

94%

Mar

gyFo

x(3

/13)

CN

S1

25

714

%29

%71

%10

0%M

argy

Fox

(3/1

8)3

810

1717

%44

%56

%94

%M

argy

Fox

08

1927

0%30

%70

%10

0%A

vera

geC

alls

!D

ay1.

36.

011

.317

.010

%34

%66

%

Div

isio

nal

Wei

ghte

dA

vera

geC

alls

/D

ays

6.3

6.9

13.8

20.0

Pul

mon

ary

Phyl

lisA

skew

(3/2

4)C

CC

295

2833

88%

15°/

a85

%10

0%Ph

yllis

Ask

ew(3

/25)

4114

4861

66%

23%

77%

98%

Phyl

lisA

skew

(3/2

6)8

210

1267

%17

%83

%10

0%Ph

yllis

Ask

ew(3

/27)

60

88

75%

0%10

0%10

0%A

vera

geC

alls

!D

ay21

5.25

23.5

28.5

74%

14%

86%

100%

Juli

eK

onkl

e(3

/11)

CC

C29

931

4073

%23

°/a

78%

100%

Julie

Kon

kle

(3/1

2)20

822

2967

%27

%73

%97

%Ju

lieK

onkl

e(3

/13)

169

1625

64%

36%

64%

100%

Julie

Kon

kle

(3/1

6)17

626

3253

%19

°/o

81%

100%

Juli

eK

onkl

e(3

/18)

337

3542

79%

17%

83%

100%

Julie

Kon

kle

(3/1

9)19

229

3061

%6%

94%

97%

Julie

Kon

kle

(3/2

0)21

1035

4547

%22

%78

%10

0%A

vera

geC

alls

!D

ay22

.17.

327

.734

.763

%21

%79

%99

%

Wei

ghte

dby

days

per

wee

kw

orke

d(o

utof

5da

ys)

Dat

aco

llec

ted

2/10

/98

thro

ugh

3/27

/98

Pho

neLo

gR

awD

ata

She

et4/

9/98

Cal

lR

outi

ngs

and

Follo

w-U

p

Num

ber

..

Num

ber

Num

ber

Num

ber

Rou

ted

Per

cen

tR

equi

ring

Per

cen

tP

erce

ntP

erce

ntR

oute

dD

epar

tmen

tR

equi

ring

Fol

low

-Up

Inco

min

gC

alls

Out

goin

gC

alls

Cor

rect

lyF

ollo

w-U

pIn

com

ing

Cal

lsO

utgo

ing

Cal

lsC

orre

ctly

Nan

cyM

cint

osh

(3/1

6)C

NS

75

1418

37%

74%

95%

Nan

cyM

cint

osh

(3/1

7)8

426

2627

%13

%87

%87

%N

ancy

Mci

ntos

h(3

/19)

32

810

30%

200/

o80

%10

0%

Ave

rage

Cal

ls!

Day

6.0

3.7

16.0

18.0

31%

20%

80%

94%

Div

isio

nal

Wei

ghte

dA

vera

geC

aIls

ID

ays

43.5

14.0

58.5

70.7

Infu

sion

Pat

rici

aD

elam

eill

eure

(3/2

7)C

NII

12

67

13%

25%

75%

88%

Pat

rici

aD

elam

eill

eure

(3/3

0)2

19

1020

%10

0/0

90%

100%

Pat

rici

aD

elam

eill

eure

(3/3

1)0

310

130%

23%

77%

100%

Av

erag

eCal

ls!D

ay1.

02.

08.

310

.0

Div

isio

nal

Wei

ghte

dA

vera

geC

alls

!D

ays

0.8

1.6

6.7

8.0

Wei

ghte

dby

days

per

wee

kw

orke

d(o

utof

5da

ys)

Dat

aco

llec

ted

2/10

/98

thro

ugh

3/27

/98