1. HUC Job Review & Redesign UW-Hospital and Clinics Project Final Report May 1, 2000 Team U Jeanette Amanda Agatha Chen Miko Hadikusuma Asha Ramnarine

2. IE 476 - Team UUW Hospital & Clinics2 Presentation Agenda Project Background Problem Statement Methods Results Recommendations & Expected Benefits Lessons Learned

3. IE 476 - Team UUW Hospital & Clinics3 Project Background Health Unit Coordinator (HUC) Transcription and communication of physician orders Maintenance, security and confidentiality of the medical record (a legal document) Communicate with internal & external customers Act as communication bridge between doctors and clients UW-Hospital Contacts Beth Brace, Training Officer Patricia Padjen, Nurse Manager Patrick Laemmrich, Management Engineer

4. IE 476 - Team UUW Hospital & Clinics4 Problem Statement The role of the HUC needs to be restructured to improve efficiency and effectiveness in accomplishing tasks. Examples of problems include low job satisfaction, high turnover in the position, errors, and customer dissatisfaction.

5. IE 476 - Team UUW Hospital & Clinics5 Methods Best Practices Surveyed UHC affiliations & Mayo Clinic Visited St. Mary’s Hospital Gathered alternatives

6. IE 476 - Team UUW Hospital & Clinics6 Methods Time Study & Observations 3 units-different environments & times Compare units Total of 12 hours Workload analysis Identify source of interruptions HUC Survey

7. IE 476 - Team UUW Hospital & Clinics7 Results Multi-tasking Interruptions-35.84% of time Sources: phone calls, nurses, physicians, patient’s families, patients. Variance Mondays are the busiest Weekends are less hectic Time of the day-first vs. second shift Stress due to workload Difficult to set priority

8. IE 476 - Team UUW Hospital & Clinics8 Recommendations & Benefits 1. Setting priorities  Less stress  Higher customer satisfaction 2. Splitting job (clerical vs. technical)  More effective  Target training and hiring  Reduce workload and error 3. Categorize units  Simplify staffing model  Hire people based on unit type

9. IE 476 - Team UUW Hospital & Clinics9 Recommendations & Benefits 4. Workload management courses  Reduce stress  Reduce turnover rate  Work more effectively 5. Direct-order entry by physician  Eliminate “middleman”  Reduce error

10. IE 476 - Team UUW Hospital & Clinics10 Recommendations & Benefits 6. Miscellaneous  Fixed breaktime  Headsets  Name badge

11. IE 476 - Team UUW Hospital & Clinics11 Lessons Learned Limitations of random sampling Difficulties identifying tasks Change is difficult

12. QUESTIONS OR COMMENTS? Thank you to Beth Brace, Patrick Laemmrich, Patricia Padjen, Professor Arne Thesen, and the HUCs for their contribution and support throughout the semester.