joseph slaughterbeck iii program analyst, cpht, va-case, verc
TRANSCRIPT
Patient Transport Study
AIMs & Objectives:– Shadowing– Voice of the Customer– Simulation
Analysis: – Root Cause, observation, Voice of the customer
Key Findings:– Observation, Implication & potential opportunity
– Short term to Future term
Shadowing
Objective 1:– Observe real interactions
between patients and escorts.
– See the first hand challenges patient escorts face throughout the day.
– Analyze how patient escorts interact with their environment and tools.
Voice of the Customer
Objective 2:– Gain a better understanding of current patient
transporting system.– Understand challenges hospital staff currently
face.– Discover possible opportunities for improvement.
Simulations
Objective 3:Gain an understanding of the process through the patient’s eyes.
Case 1: Isolation room to exam room Case 2: Multiple transferCase 3: ER to observation room (transfer from cart to bed) Case 4: Change of plans (exam cancelled by doctor)Case 5: Bariatric wheelchair with equipment (IV, Oxygen tank) attachedCase 6: Crowded hallway with a bedridden patient (slide-transfer from bed to cart) Case 7: Discharge
Key Findings & Implications
Key Perspectives:– Patient Perspective– System Perspective– Equipment
Perspective
Short Term
Long Term
Patient Perspective
Observation: Patients are left outside of testing rooms alone while waiting for the nurse to greet them, putting them in an awkward situation.
Implication:•Patient feels awkward waiting in non designated areas. •Patient’s experience is fragmented
Create more wheelchair and cart compatible waiting stations outside of testing rooms.
Short Term
Long Term
Patient Perspective
Observation: Patients have a lot of questions and concerns while on their journey with Patient Escorts.
Implication:•The amount of information Patient Escorts can give is limited.•Experience can be confusing and frightening
Short Term
Long Term
Prepare a pamphlet or tablet with information on procedure and the providers the patient will meet.
Equipment PerspectiveObservation:•Equipment is utilized on a by-need basis. •Personal preference for particular equipment•There is no way to update the location or condition of the equipment.
Sign in/ out sheets around the equipment.
Tracking system for the different pieces of equipment.
Short Term
Long Term
Implication:•Transactions take longer as the escort must find and assemble equipment.•Equipment is utilized even when unnecessary•Little Feedback about the use of particular equipment; therefore harder to account for wear and tear.
Implication:•Excessive wasted motion and additional wear incurred upon equipment. returning to dispatch.•Missed opportunity to complete a series of jobs located in proximity.
Equipment Perspective
Observation:•Escorts are frequently returning equipment to an arbitrary location regardless of where the next job is located.
Short Term
Long Term
Move the dispatcher to the same location as the escort waiting room.
1. Shift to a call-in based queue system.
2. Use smart phones to locate jobs in proximity. “Google maps layer”
Adopt an “air traffic control” system to plot out optimal job sequencing and pathways.
Implication: •Lack of communication between department compromise the efficiency of patient escort.
System PerspectiveObservation: •The communication of transport request between issuer and dispatcher lacks clarity at times.•Transactions are not synced between the clinical departments and patient transport team during shift changes
Short Term
Long Term
Establish unified format and time schedule for information update.
One system is used throughout the whole hospital with different levels dedicated to each department.
Include a transporter in a huddle, to brief them on patient situation.
Implication: Continuous information about current workload and upcoming jobs will enable escorts to be more adaptive to balance between efficiency and courteous service.
System Perspective Observation:Escorts must either call in or physically report to dispatch; No automatic status update regarding the current workload.
Short Term
Long Term
Utilize the functions (e.g. text message) of a cellphone to update workload status between escorts and dispatcher.
Develop stand-alone electronic application for tracking and updating escorts.
Implications: The system is not encouraging the patient escort to improve interpersonal relationship with patient.
System Perspective ObservationPerformance evaluation of a transporter is more quantitatively focused.
Short Term
Long Term
Incentivize escorts to more fully engage the patient during transportation through reward system.
Proactively gather patient’s vote to evaluate quality of transportation through digital application.
Summary/ Discussion
Goals & Objectives:– Shadowing– Voice of the Customer– Simulation
Analysis: – Root Cause
Key Findings:– Observation and
Implication
Discussion