Patient Flow Exercise Operations Team Let by Operations Committee Chair in Month 8

Purpose Using proposed patient flow in clinic, the following tasks are created in congruence with one another: Volunteer job titles Job descriptions Policy and procedures Equipment needs Budget implications Propose plan for number and kinds of clinic volunteers needed during clinic sessions Provide information to Planning Team and Board Members to ensure appropriate overlap and coordination of responsibilities Materials: Butcher Paper Post-It Notes Markers

Steps Patient Enters Clinic Regardless of status of clinic site determination, Operations Committee members map out the “stations” a patient will visit during a routine clinic experience. Each station is named on a Post It Note and placed on a piece or two of butcher paper in the order of the patient’s visit. Group comes to agreement about stations. It is NOT critical at this stage to solidify sequence of stations. It IS helpful at this stage to keep in mind the complexity of the organizational chart you are creating and the expectations of Paid/Unpaid Executive Director role and hours. Having 30 volunteers in 12 functions each clinic session is more challenging than 10 volunteers in 4 functions. Receptionist Vitals Social Worker Patient Enters Greeter Spiritual Care Nurse Discharge PAP Provider Clinic

All essential clinic positions should be included Despite some not encountering the patient Executive Director Bookkeeper Other Medical Director Clinic

Use positions to draft crucial information Job title Job description Policy and procedures Equipment needs Budget implications Job Title: Social Worker Job Duties: Gain understanding of patient’s additional needs for support: food, clothing, shelter, hygiene needs, prescription assistance, transportation, child care, spiritual home, etc. Social worker will assist patient in applying for eligible services or making appropriate referrals. record and share information to nurse assigned to patient.   P&P: enrollment, referrals, boundaries, sharing info with treatment team, documentation, follow up Equipment Needs: Computer/EMR/internet access, desk and chair, space conducive for patient conversation Budget implications: computer, internet connection, EMR training, desk/chair, office supplies Example

Operations Operations Committee Chair can best determine if the definition to accompany each Job Title or Position should be discussed further in the Committee meeting or if some of the work is best handled by individuals outside of meeting time. Follow Up: Operations Chair will ensure stations and positions are re-assembled in a Committee meeting after details are added. Discussion will ensure concepts fit well together and are thoroughly explored before presenting to the Planning Team as a proposal for their review. Work on this exercise will be refined in months leading up to clinic opening.

Don’t forget to provide feedback to your ECHO consultant about the strengths and challenges of this exercise! Thank you!