OLD PROCESS FLOW FOR NEW PATIENT REGISTRATION Was registration packet completed and returned? Patient calls or visits clinic to enroll and be seen by a physician Initial registration completed in electronic health record (EHR) Patient is assigned to a physician and given appointment date and time Registration packet is sent by mail Yes Registration info uploaded into EHR by PSR or MA Nothing currently done No MA and physician review new patient’s medical record PSR enters the information from the registration form into the EHR Patient waits for available PSR to complete registration and check-in Patient fills out form in waiting area Physician and MA review patient’s medical information while patient is in the waiting area New patient appointment confirmed 24 hours prior to appointment Patient is a no-show No Nothing currently done No Patient waits for physician to enter & start visit Was the appointment confirmed? Does the patient have a completed registration form on file? New patient checks in for appointment (demographics, insurance and picture taken) Patient has encounter with physician Yes Yes Terminal point Process Delay Decision Improvement opportunities Document Preparation

NEW PROCESS FLOW FOR NEW PATIENT REGISTRATION Welcome letter with pre-registration prompts is mailed or handed to the patient Patient calls or visits clinic to enroll and be seen by a physician Brief registration completed in electronic health record (EHR) Phone call or visit is scheduled with new patient coordinator (NPC) Patient visit or phone call with NPC NPC enters registration information into the EHR; schedules and confirms first appointment with physician New patient checks in for appointment and picture is taken MA and physician review new patient’s medical record Patient has encounter with physician Terminal point Process Preparation