SETON MEDICAL CENTER

Infusion Center

2014

Adilia Morales

PHASE ONE

*To recognize our current

process

*What are our challenges

Current Process by

assigned duties per staff

Improved process for Office coordinator:

Pre-register patients

Pre-authorization backup

Reminder phone calls

Enter charges in to AS400

Scan patient chart into chartmaxx

Resolve bill holds

Ability to schedule patient properly

Improve customer service

Office coordinator:

• Enter charges

• Scans documents to chartmaxx

• Update schedule into outlook

• Notifies nurses at the time patient

arrives

• Customer service

• Update sharepoints

Current Process by

assigned duties per staff

Improved process for Charge nurse position:

Full time position

Coordinates patients care

Assure all documentation ready for patient treatment and for billing purposes

Follow up with referring doctor if there are pending orders

Back up for patient care if needed

Responsible for EOC, infection prevention

Charge nurse:

• Rotates into position every other

week

• Resolves bill holds

• Follow up doctors orders

• Follow up on patient treatment

• Patient care average of 4-6 per

day

Current Process by

assigned duties per staff Improved process for infusion

nurses:

Bedside education

Increase patient satisfaction

Reduce number of errors

Proper documentation for

billing purposes

Increase volume, capacity and

revenue

Infusion Center Nurses:

• Provides patient care average of

4-8 patients per day

• Enroll patient into EMMI program

• Documentation of the Care plan

into patient charts

Current Process by

assigned duties per staff Improved process for Certified

Nurse Assistant:

Reduce the number of trip to

pharmacy, lab & dietary

Increase availability to nurses

Prep charts and coordinate

with charge nurse forms and

other patient information

Re-stock isolation carts

Certified Nurse Assistant:

• Currently a runner drops labs,

pick up med at the pharmacy, pick

up patients meal at the cafeteria.

• Provides assistant to all nurses

• Weights every patient before

being seated

WAIST IDENTIFICATION

•Incomplete medical records

•Chemotherapy order missing

•Consents and laboratory result not in chart

•Re-writing lost chemotherapy orders

•Repeating labs and obtaining consents

•Double/triple chart check review

•Double check of schedule

•Poor design – excessive walking

•Poor flow

•Movement between CNA and pharmacy

•Calling MD for signature

•Pharmacy drug production flow for same day

•Waiting for lab results

•Wait for CNA to take patient to be roomed and vital

Challenges Goal

1. Reduce patient waiting time by improving throughput

2. skilled office coordinator to pre-register-registers & verify insurance

3. add 1 pharmacy tech

Or build a onsite hub

4. buy a i-stat lab machine

5. EHR

6. Expand hours of operation

7. Hire Lic. Social worker & dietitian

Promote services though social media

Develop cancer support group

Offer private room

Wrist band machine

Increase patient satisfaction

1. patient waiting time

2. pre-registration

3. registration

4. medication

5. pharmacy medication preparation

6. lab services

7. charting

8. Limited hours of operation

9. Collaboration with multidisciplinary team

10. Marketing

11. Billing

12. Privacy/ HIPPA

13. Patient Safety