DOQ-IT Workflow Assessment Guide

Hours of Operation / Hours of Operation
Monday / 9 AM – 9 PM / Friday / 9 AM – 4 PM
Tuesday / 9 AM – 5 PM / Saturday / 9 AM – 2 PM
Wednesday / 9 AM – 9 PM / Sunday / N/A
Thursday / 1 PM – 9 PM
Provider Name / Daily Schedule / # of Patients/Day / Accepting New Pts.
Dr. Winifred Oniah / See / 28 – 32 / Yes
Dr. Novera Inam / Attached / 28 – 32 / Yes
Gene Brown, FNP / Schedule / 21 – 24 / Yes
Robert Dawson, FNP / 12 – 15 / Yes
Staff Member Name / Job Responsibility / Full/Part Time
Shannel Johnson / Lead Intake Specialist – Intake, Billing and Insurance, supervision of front desk, LMT / Full
Christy Davis / Intake Specialist – Intake, Appt. Scheduling, Medicaid Eligibility / Full
Josette DeLuna / Clerk/Receptionist – Appt. Scheduling, Check in and out of pts. / Full
Marsha Pace / Clerk/Receptionist – Appt. Scheduling, Check in and out of pts., referrals, pt. assistance programs / Full
Rachel Hanley / Clerk/Receptionist – Appt. Scheduling, Check in and out of pts. / Full
Paula Sills / File Clerk – Prep charts, file records / Full
Larry Kardatzke / COP Case Manager – client social services, coordinate COP program, LMT / Full
Winter Baker, LPN / Program Nurse – dispense meds, supervise clinic staff, triage, lab, LMT, orders / Full
Larry Young, LPN / Clinic Nurse – dispense meds, check out charts, triage, lab / Full
Erica Abbott, LPN / Clinic Nurse – dispense meds, check out charts, triage, lab / Full
Geraldine Messersmith / M.A. – triage, lab, immunizations / Full
Sabine Owens / M.A. – triage, lab, immunizations / Full
Carlos Blanchard / M.A. – triage, lab, immunizations / Full
Laura Medows / Practice Manager – clinic management, orders, front desk, etc. / Full
Dr. Winifred Oniah / Site Medical Director, M.D., LMT / Full
Dr. Novera Inam / Provider, M.D. / Full
Gene Brown, FNP / Provider, FNP / Full
Robert Dawson, FNP / Provider, FNP / Part
Questions / Details
General Layout / Number of Exam Rooms: 7
Number of Work Stations: 20
Number of Offices: 5
Identify Project Leader / Laura Medows, PM
Chart Confidentiality: Current Policies related to security of PHI/chart storage/access to PHI / Current P&P’s are already in place.
Home office to complete any necessary ammendments
Current PC use by staff: Staff familiarity with Windows technology? Need for Windows training? / Provide Windows training CD for staff who need it based on computer evaluation tool (completed by all staff)
Renovation Plans: Any plans for future construction, relocation, renovation of office? What is timeframe? / There are no current renovation plans for Marion.
Known staff changes: Any plans to add new staff? Are any existing staff expected to leave in near future? / A vacancy in case management is expected to be filled by the end of the year. No vacancies exist, and no current FTE’s are planning to vacate their positions.
IT Support: What IT support is available? On-site or contracted? List name and contact information / No on-site support is currently available
Remote Access: Will providers or other staff need access to system remotely? Any remote access in use currently? / Providers will require remote access from the hospital and their residences. We currently do not have any remote access available.
Exam Rooms/Workstations: Will workstations be placed in exam rooms? Is additional furniture or mounting devices needed? / Workstations will not be placed in exam rooms, however, access ports will be installed for provider use.
No additional furniture is needed.
Triage and Clinical phone calls: Include Rx renewal processes / Marion does not have an automated phone system. An answering machine is used to record patient’s refill requests. Nursing staff relay communication between provider and patients, and return patient calls appropriately.
Other phone calls: How are messages communicated to staff? / Written messages are used to relay communication for staff phone calls. Voice mail messaging is available.
Medical Records: When and by whom are charts pulled? Who files information in charts? What is filed in the chart? What’s done about missing charts? / Charts are pulled and prepped daily by the file clerk. The file clerk is also responsible for filing patient information and records. All records are filed in the charts, including correspondence, insurance information, history and physical, progress notes, etc. In the rare event that we cannot locate a chart, a partial chart can be made in order for the patient to receive care.
Describe Pre-visit tasks: Include printing of fee slip, chart preparation, pre-visit appt. confirmation / Superbills are printed by front desk staff upon intake. Chart preparation is completed by the file clerk prior to the encounter. Reminder calls are made by an appointed staff member.
Billing: Include onsite billing vs. billing services / No billing takes place on site. Daily batches are sent to the home office where billing takes place.
Plans for a wireless network? Type of device? (tablet PC’s laptops or handheld devices) / Tablet PC’s to be used by providers and program nurse in exam areas. Handheld devices for direct medical support staff would be beneficial. Desktop workstations will be used for all other staff.
Scanning technology: Does practice currently use scanning software to store pt. information? If not, plans to implement? Capable of multiple documents? / Marion does not use any scanning technology. Scanning technology will be needed for the intake process. Documents from existing patient medical files will also need to be scanned into the new system.
Patient registration process / New Patient: Forms used include, new patient information form, income certification form, authorization for treatment, history and physical, and consent for release of information. Proof of income is collected for all applicable patients as well as any insurance information. All attempts are made to collect this information prior to the new patient encounter. At the time of the encounter all information is entered in to the AS400 registration system and a new file record. Ideally, insurance is verified prior to the encounter except when the encounter is after normal business hours. Appropriate co-pays are collected prior to the encounter. We currently do not require the patient to submit identification or have their picture taken. New patients and existing patients alike manually sign a clipboard at the front desk to communicate their arrival.
Existing Patient: For all existing patients, demographics information is updated at each encounter. Every six months, patients are also required to fill out the income certification form as well as authorization for treatment. Insurance, income, and demographic information is updated in the AS400 by intake staff. Applicable fees and co-pays are collected prior to the encounter.
Appointment scheduling: Who makes appointments, % of same day appts., % of new patients/day or month? Allow walk-ins? Hours for walk-ins? / Clerks/Receptionists schedule appointments via the telephone and upon exiting of patients. Percentage of same-day appointments varies, but approximately five percent or less of appointments are made same-day. Percentage of new patients also varies, however, Marion averages about 12-15 new patients daily. Walk-ins are accepted based the need that is presented. Suggested times to accept walk-ins are at 9:00 AM and 1:00 PM on a business day with normal hours. Times vary for other days. Most appointments are scheduled via the telephone, however, approximately 25 follow-up appointments are scheduled daily upon exiting the client.