IE 801 Optimization of the Front- end Appointment process at Redfern Health Centre to improve User...

IE 801

Optimization of the Front- end Appointment process at Redfern Health Centre to improve User Experience

Final Project Presentation

Aswin RavindranBrock Bass

Shruti DevrajSushmita Sen

Venkatramanan Chanchapalli Madhavan

Mission Statement: Optimizing The Front – End Process at Redfern Health Center, Clemson University

System Description The front end process of obtaining an appointment at Redfern Health Center

Benefit Proposition Improve patient satisfaction Meeting patients expectations Reduce waiting time for patients Improving quality of front end process

Key Business Goals Create awareness regarding online appointment procedures Suggest a streamlined front end system to improve the existing system

Primary Market Redfern Health Center

Secondary Market Health Services at other University Health Centers

Assumptions Only medical appointments Sensitive and Administrative sections are not included No substantial changes to the system Emergency cases will be given top priority

Stakeholders University Students Spouses of Students Visitors Employees covered by compensation Medical care providers Work study students Information Technology department Appointment desk Administrative department

Process of Product Development

Project 1Identifying customer

and user needs

Project 2Establishing Product

Specifications

Project 3Concept Generation

Project 4Detail design, testing,

refinement

33 specific needs

29 metrics

Final Concept

Delivery

Walk-in

Patient

Appointment Scheduled

My Health-e

Telephone

Calls

Appointment

Desk

Check-in Waiting Room

Nurse

Triage

Doctor

Check-Out

Check-in Waiting Room

Doctor Check-Out

Process Flow Chart

Need Statements & Importance Ratings

Needs-Metrics Matrix

Metric No. Need Nos. Metric Imp. Units

1 1, 17 Time elapsed to see the doctor 5 sec

2 2 Users understanding about the capabilities of nurse triage 5 Subj.

3 3 The number of patients that can be accommodated in the queue for

making an appointment

5 Count

4 4 The total number of appointments that can be accommodated in a day 5 Count

5 5 Time to find the appropriate place via directional signs 5 sec

6 6 Provides convenient appointment scheduling methods 5 Subj.

7 7 Time to make an online appointment 5 sec

8 7 Number of errors made during an online appointment 5 Count

9 8 Online appointment schedules are easy to decipher 5 Subj.

10 8 Time to find a specific appointment in the online scheduling system 5 sec

11 9 Maintains privacy 4.7 Subj.

12 10,11 Patients’ attention is directed to important information 4.5 Subj.

13 12 Patients’ understanding of location of waiting rooms 4.5 Subj.

14 13 Patients’ kiosk check in time 4.5 sec

15 14 Percentage of online appointments per day 4.5 %

16 15 Patients’ who are able to obtain desired provider using online

appointment scheduling system

4.5 Subj.

17 16 Number of patients deliberately misusing the online

appointment system.

4.5 Count

(Data Unavailable)

18

18 Difference in time for making an online appointment between

a frequent user and occasional user

4.4 sec

19 19 Number of patients who made multiple visits to schedule an

appointment in a day.

4.2 Count

(Data Unavailable)

20

20 Number of failed appointments per day due to inappropriate

feedback from the online appointment scheduling system

4.2 Count

21 21 System implementation cost 4 US $

22 22 System maintenance cost per year 4 US $

23 23 The appointment schedule is accessible to all the Redfern staff 4 Binary

(Need satisfied)

24 24 System meets patient’s expectations for waiting time 4 Subj.

25 25 Number of redundant steps in online check in system 3.8 Count

26 26 Patients’ understanding of parking information 3.5 Subj.

27 27 Patients’ understanding of nature of appointment types 3.5 Subj.

28 28 Time for patient to respond to appointment prompt 3.3 sec

29 29 Provides preliminary evaluation of patients 2.7 Subj.

Appointment Scheduling Appointment Check- in Patient Waiting time

A. Redesigning the website, Extra bench, Informational brochures, Appointment tablets.

B. Mobile app, multiple locations to schedule appointments, Redfern signboards on campus reconfiguring the appointment room.

C. CCIT workshop, Headsets for patients, Appointment specialist.

D. No walk in appointments (Online, telephone), Publicity via golf cart.

E. Short educational video on Redfern, Sound proof appointment rooms, Bleachers.

F. Quebec (check in through audio ), Folding bench, Airplane banner for promotion.

1. Templates for preliminary evaluation, Redesigning the kiosk interface, Privacy dividers.

2. Biometric system, Ticket issuing kiosk, Privacy screen filter.

3. Using nurse interns as appointment specialist, TV displaying check-in information, Relocating kiosk .

4. Preliminary evaluation template in kiosk, Instructional cards for operating kiosk, Privacy blinders.

a) Digital TV displaying waiting information, Improved directional signs, Gaming devices for patients, Parking lot camera.

b) Mobile app for waiting information, Kiosk displaying waiting room & waiting time information, Hiring 2 more doctor medical care providers, General information board.

c) Playing ambient music/ flash news, Patient Pager system, LED display system, Valet system.

d) Daily notice boards, “You are here” map, Not providing parking passes.

e) Handing out directional maps, Mannequins for information, Audio system for providing waiting information, general information board.

f) Additional work study students, Reserved parking spots for Redfern, Informational Posters describing waiting time.

Concepts

Concept Selected

•Supplementary information (PDF) for scheduling an appointment through the online portal

•Extra seating

•Reconfiguring appointment room

•Informational brochure/business card

•Instructions to operate kiosk

•Kiosk privacy blinders

•Improved directional signs

•“You are here” map

Supplementary information for scheduling an appointment through the online portal

The associated metrics are• Time to make an online appointment• Number of errors made during an online appointment• Online appointment schedules are easy to decipher• Time to find specific appointment in online scheduling system• Patients’ who are able to obtain desired provider using online appointment scheduling system• Efficiency of the system for a frequent user• Number of failed appointments per day due to inappropriate feedback from the online appointment scheduling system• Number of redundant steps in online check in systemDeliverables• Supplementary information was provided as a PDF and will be delivered to the client• A link to the document will be available on the MyHealth – e web portal once Redfern places the link in the portal

Extra Seating

The associated metric is•The number of patients that can be accommodated in the queue for making an appointment

Deliverables•An extra bench will permanently be placed in front of the appointment scheduling room

Reconfiguring appointment room

The associated metric is•Maintains privacy

Deliverables•The appointment room was reconfigured•Paper blinds were installed to improve privacy

Information brochures/business cards

The associated metrics are •Users understanding about the capabilities of nurse triage•Patients’ understanding of nature of appointment types

Deliverables•Information brochures and business cards will be handed out to the students during orientation•Business cards will also be placed at the information desk in Redfern

Informational Brochures

Business Cards

Instructional cards to operate kiosk

The associated metrics are • Patients’ attention is directed to important information• Patients’ kiosk check in time

Deliverables•Instructional cards will be placed on top of the kiosk attached to gator board

Kiosk Instructions

Privacy blinders for kiosk

The associated metrics are

• Maintains Privacy

Deliverables

•Gator boards fitted to the dimensions of the kiosk

Privacy blinders for kiosk

Improved directional signs

The associated metrics are

• Time to find appropriate place

• Patients’ understanding of location of waiting rooms

Deliverables

•Specifications for sign wordage and placement

“You are here” MapThe associated metrics are•Patients understanding of location of waiting rooms•Time to find an appropriate place

Deliverables •Physical copies of the “You are here” map•Digital copy of the “You are here” map

Cost CalculationSystem Implementation cost: $242.84Blinders + Velcro tapes : $81Business cards : $119.84 (Card prints four color process 2/sides, no bleeds on 12 pt. C2S cover, 2 x 3.5 flat, 2000 copies, boxed)

Plots : $25Old blinder Expenses : $17

System Maintenance cost: $242.84Blinders + Velcro tapes : $81Business cards : $119.84 (Card prints four color process 2/sides, no bleeds on 12 pt. C2S cover, 2 x 3.5 flat, 2000 copies, boxed)

Plots : $25Old blinder Expenses : $17

Application of Norman’s Principles

Use of natural mappingsOnline appointment system

Problem:

In My health- e portal the ‘Confirm’ option is on the left while ‘cancel’ is on the right. Natural mapping suggests that people tend to move right to press ‘Continue’

Solution:

Due to technical difficulties we were unable to make these changes, but it might help to have ‘Confirm’ to the right and ‘Cancel’ to the left

Reconfiguring appointment rooms

Problem:

In the Iteration 1, the patient chairs were spaced as far as possible from one another (to assist with privacy). However, in one room it violated natural mapping (Because people tend to sit immediately upon arrival).

Solution:

We placed the patient chair closer to the entry point for one room, which assisted in patient understanding of where to sit (trade off between privacy and understandability)

Make things visible (visibility)

Instructions for the kiosk First iteration:

Displayed on the inner side of the kiosk blinder

Problem:

People did not notice them, and it was inconvenient to look towards the side every time

Second Iteration:

Displayed on the top of the kiosk.

Problem:

Instructions were small and visibility was decreased.

Solution (Third iteration):

Changed the design and increased size of instructions to improve visibility

Directional SignsProblem: Visibility of directional signs was low for Waiting rooms A and B

Solution: Placing of directional signs in strategic locations in each iteration to improve the visibility.

Make Things Visible (Continued)

Kiosk blinders Problem: Patients sometimes walked by the kiosk without seeing it

Solution: The kiosk blinders actually solved a latent need that was unknown before testing

Feedback

Problem: Patients sometimes fail to successfully complete online appointments due to confusionSolution: The PDF shows a step by step account of correctly scheduling an appointment. The user’s attention is directed to important information by using red arrows (visibility).

Results

Metric Solution

Units

Current value

Marginal

value

Idealvalue

Iteration 1(3/25/13)

Iteration 2

(4/1/13)



1

Users understanding about the

capabilities of nurse triage

Information Brochures/

Business card

Subj.

2

≥3

≥4

2

3.28

3.7

4.2

2

The number of patients that can be

accommodated in the queue for making an

appointment

Extra seating

Count

5

≥7

≥11

6

6

7

7

3

Time to find

appropriate place

Improved

directional signs, You are here map

Sec

22.3

≤ 18

≤10

48 (waiting room

A)20.2(waiting

room B)=30.1

35.78

31.02

(waiting room A)

7.22(waiting room B)= 19.12

26.13

(waiting room A)

2.06(waiting room B)=14.09

4

Time to make an

online appointment

Supplementary information for scheduling an online appt.

Sec

94

≤120

≤100

124

110.1

121.8

118.4

5

Number of errors

made during an online appointment


Count

2/11

≤1

0

0.8

0.5

0.5

0.33

6

Online appointment schedules are easy to

decipher


Subj.

3

≥4

≥4.5

3

3.5

4.2

4.5

7

Time to find specific appointment in online

scheduling system


Sec

11.7

≤9

≤7

25.62

21.35

20.31

19.24

8

Maintains privacy

Reconfiguring appointment

room, Privacy blinders

Subj.

3.5

≥4

≥4.5

4.4 (Kiosk)4 (Room)

3.75 (Kiosk)3.5 (Room)

4.5 (Kiosk)4 (Room)

4.5 (Kiosk)4 (Room)

9

Patients’ attention is directed to important

information

Instructional cards

to operate kiosk

Subj.

2.8

≥3.5

≥4.5

1.6

3

4.5

4

10

Patients’

understanding of location of waiting

rooms

"You are here" map, Improved directional signs

Subj.

2.4

≥3

≥3.5

3.6

4

4.2

4.5

11

Patients’ kiosk check

in time

Instructional

cards to operate kiosk

Sec

34.2

≤28

≤25

26.75

22.85

21.75

18.6

12

Efficiency of the system for a frequent

user


Subj.

3.1

≥3.5

≥4

4

4.5

4.5

4.5

13 Patients’ understanding of

parking information

Existing

parking system

Subj.

2

2

2

2

2

2

2

14 Patients’ understanding of

nature of appointment types

Information Brochures/

Business card

Subj.

3.1

≥3.8

≥4.5

3.1

3.6

3.8

4.2

15

System implementation

cost

US $

500

≤ 400

≤ 300

3

17

(Blinders)

$223.40( Total)$36.40

(Blinders)$150

(Business cards)$20

(Velcro tapes) 17 (Blinders)

$242.84( Total)

$80 (Blinders)$119.84

(Business cards)$17

(Blinders)$25 (Plots)

16 System maintenance cost

US $

500

≤ 500

≤ 300

$3

$17

(Blinders)

$37 (Total)

$20 (Velcro Tapes)

$17 (Paper blinders)

$242.84( Total)

$80 (Blinders)$119.84

(Business cards)$17

(Blinders)$25 (Plots)

Understanding about the capabilities of nurse triage

Ideal Value

Online appointment schedules are easy to decipher

Ideal Value

Patients’ understanding of location of waiting rooms

Maintains privacy

Ideal Value

Patients’ kiosk check in time

Discussion• 15 out of 16 metrics have crossed their marginal values

• 6 out of these 15 metrics have crossed ideal values

• 1 metric did not reach the marginal value (trade- off between ease of use (# of errors) vs. time)

Further Steps• Handing over all the soft copies (PDFs, Publisher docs) of the

concepts to the clients

• Submitting the recommendations for future improvements at Redfern Health Center

Breakdown of Implementation

Concepts that were implemented

•Supplementary information for scheduling an appointment through the online portal•Extra seating •Reconfiguring appointment room •Instructional cards to operate kiosk •Privacy blinders

Concepts to be implemented

•Information brochures/business card•Improved directional signs •“You are here” map

Thank you

IE 801 Optimization of the Front- end Appointment process at Redfern Health Centre to improve User...

Documents

Transcript of IE 801 Optimization of the Front- end Appointment process at Redfern Health Centre to improve User...