Mike Schmidt and Mary Alice Ehrlich
Define best practices first. NAOHP has six pillars of excellence. These are administrative and organizational, operational infrastructure, staffing resources, clinical services, quality monitoring, and sales and marketing.
- What is the best monitor for operational review? Weekly staff meetings to discuss all facets for clinic management. Review customer and patient satisfaction and retention.
- Who should be responsible for developing monitors? The responsibility is on administration, medical leadership, and clinical management. Staff rounding is an excellent tool to check staff functioning and identify issues and problems.
- How do we improve flow when we have so many walk-ins? Care mapping is an excellent tool for defining what process a patient follows for all the procedures within the clinic services. Clinic coordinators should review the time parameters per patient to identify any bottlenecks.
- We have walk-in drug screens. How can we get clients to schedule? All staff members are certified, so assign staff in case of overflow. The clinic manager is best to evaluate the schedule to make sure there’s sufficient staff to handle the scheduled patients. The work environment is an important area to look at, so you have the space available for overflow.
- What is the best approach to staffing onsite services? Discuss with the client the necessity for marketing the service to get the maximum employees done in the least amount of time. Planning ahead is key to success. Communication with the client is necessary.
How do we determine scheduling time with many providers at different sites? Central scheduling is a big advantage for the coordination of services and staff at the different sites. Providers need to be trained on your software to appropriately document the services provided.
