Centralized Scheduling

Centralized Scheduling

Children's Hospital's Journey

Maribeth Quinn Director, Business Process Improvement

Presentation Agenda

n Background for Columbus Children's Hospital n Project Background n Goals for Centralizing the Process n Initial Scheduling Process (Past State) n What We Wanted for the Future State n Steps We Took Along the Way

n Before Approval n After Approval n After Selection

n Outcomes Produced from the Project

Columbus Children's Hospital

n 110 year history n Teaching hospital n Strong commitment to research n 2004 statistics:

n 323 licensed beds n 48 leased off-site beds n 14,012 inpatient discharges n 15,652 surgeries n 64,851 ED visits, plus approx. 20,000 Urgent Care Visits n Approx. 47,000 off-site urgent care visits n More than 400,000 outpatient visits

Scheduling Project Background

n Completely decentralized process n Almost all our clinics require a referral from a primary

care physician (pediatrician) and most clinics were using a fax referral to schedule from n Some clinics were taking two weeks to "triage" patient information and provide an appointment back n Most clinics were then relying on the primary care physician to notify the patient of their appointment date and time

Original Scenario (2003)

Customers

(both internal and external)

Separate phone call or fax for each area with a different process to follow

* New form and process now being used to create more consistency across clinics

+50 Clinics

+15 Scheduling

& Procedures

Systems

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