1. Slide 1 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b Fundamentals of Workflow Analysis and Process Redesign Unit 10.4b Acquiring Clinical Process Knowledge

2. Slide 2 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b Acquiring Knowledge About the Practice Mission, Vision Stakeholders Publicly available or easily provided. Do your homework !

3. Slide 3 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b Stakeholders A stakeholder is an individual or group that participates in a process or organization or is impacted by it Examples of organizational stakeholders include: –Patients –Owners or shareholders –Suppliers –Payers –Employees –Regulators

4. Slide 4 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b Practice Functions Office visits Lab tests Other Diagnostic tests (depends on specialty) New patientExisting patient Billing Procedures Write prescriptions Disease management Medical Practice Referrals / consults

5. Slide 5 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b Process Inventory Identification of main clinic processes Analyst works with clinic leadership to identify high priority processes Select processes are analyzed –Some can’t be improved –Some the gain is too small –Some can be improved, but by means other than use of health IT

6. Slide 6 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b Process Value Some processes are very important and if the process is not doing what it is supposed to do, the organizational mission and certainly productivity may suffer Some are less significant in terms of the operations

7. Slide 7 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b Common Clinic Processes Patient check-in Patient visit Prescriptions Assimilating received documentation Labs Other Diagnostic Tests Referral / consult Disease Management Billing

8. Slide 8 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b Identifying Practice Processes Example By Phone Appointment Scheduling New Patient Intake and Registration – using paper chart Receiving and Communicating Lab Results – using a paper chart Routine Prescription Re-fill – no EMR

9. Slide 9 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b Identifying Practice Processes Example: Answers and Discussion Appointment Scheduling Patient check-in Patient visit Prescriptions Assimilating received documentation Labs

10. Slide 10 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b For each process Process variations used by the clinic For each of these –main activities –Roles –locations –flow –Information needs –likely exceptions

11. Slide 11 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b The act of acquiring the knowledge is just as important as the resulting diagrams.

12. Slide 12 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b Where to get the information Process participants Facility procedure manual Information used and produced in the process

13. Slide 13 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b Process Participants Clinic leadership and staff that take part in a process at a healthcare facility are a main source of knowledge about the clinic processes These are the individuals that you should observe or interview to acquire process knowledge.

14. Slide 14 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b Identifying Process Participants Example Scenario: By Phone Appointment Scheduling Patient Patty wakes up at 5:30 am for the third day in a row feeling awful, she has a roaring headache and a fever. She decides that it is time to see her primary care provider, Doctor Dan at Suburban Family Clinic. She thinks they open at 8:00 am, and sets her alarm clock for 8:00 am and goes back to sleep. At 8:00, she awakes and finds the office phone number. Receptionist Ronald answers. Patient Patty asks Receptionist Ronald for the soonest appointment with Doctor Dan. Receptionist Ronald states that 9:30 is the earliest. Patient Patty says that 9:30 is fine. Receptionist Ronald adds her to the schedule for 9:30.

15. Slide 15 Health IT Workforce Curriculum Version 1.0/Fall 2010 Component 10/Unit 4b References 1.Gaines, Brian R. (n.d.) Organizational Knowledge Acquisition. Accessed August 1, 2010. Available free from http://pages.cpsc.ucalgary.ca/~gaines/reports/KM/OKA /index.html http://pages.cpsc.ucalgary.ca/~gaines/reports/KM/OKA /index.html 2.Passive Knowledge Versus Active Knowledge, March 4, 2010. Accessed on August 2, 2010, available from http://www.beyonduni.com/2010/03/passive- knowledge-versus-active-knowledge/ http://www.beyonduni.com/2010/03/passive- knowledge-versus-active-knowledge/ 3.Milton, N.R., Knowledge Acquisition in Practice: A step by step guide. Springer, London. 2007