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

2. 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

3. 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

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

5. 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

6. 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.

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