CLINIC EFFICIENCY WEBINAR #2: Increasing Capacity to Provide Quality Family Planning Services

1. Welcome!Audio:Stream through your computer or call 888.299.7210; 281322Audio will begin when webinar starts on the hourTech Support:Please email fpntc@jsi.comChat:Click on the in the bottom left corner of your screen CLINIC EFFICIENCY WEBINAR #2: Increasing Capacity to Provide Quality Family Planning Services

2. CLINIC EFFICIENCY WEBINAR #2: Increasing Capacity to Provide Quality Family Planning Services July 25, 2017

3. Objectives By the end of this webinar, you will be able to: Describe the importance of clinic efficiency at family planning service sites Engage clinic staff in two activities to identify systems ‘waste’ and causes for inefficiency List at least three strategies to improve staff productivity, clinic flow, and clinic systems, to increase efficiency.

4. Quality Care According to the Provider

5. Quality Care According to the Patient To what extent were patient expectations met?

6. Quality Care According to the Patient To what extent were patient expectations met? Expectations met = Effective

7. Effective & Efficient Care Effectiveness= extent to which patient expectations are met Efficiency = resources needed to provide effective care • What you put in vs. what you get out • Do more with existing resources without compromising quality

8. Effective & Efficient Care Effectiveness= extent to which patient expectations are met Work smarter, not harder! Efficiency = resources needed to provide effective care • What you put in vs. what you get out • Do more with existing resources without compromising quality

9. Effective & Efficient Care Clinic flow • Capacity and demand • Staff utilization and productivity • Clinic flow

10. Demand and Capacity Demand – patient requests for care • Influenced by appointment systems, reputation, outreach, patient experience, etc.

11. Demand and Capacity Demand – patient requests for care • Influenced by appointment systems, reputation, outreach, patient experience, etc. Capacity – ability to meet those requests

12. Demand and Capacity Demand – patient requests for care • Influenced by appointment systems, reputation, outreach, patient experience, etc. Capacity – ability to meet those requests • Influenced by appointment systems, staff utilization and productivity, clinic flow

13. Demand and Capacity Identify your capacity and match it to your demand - Too much capacity, not enough demand? - Too much demand, not enough capacity? CAPACITY DEMAND

14. Demand and Capacity Identify your capacity and match it to your demand • Match resources/staff with predictable variations in demand • Assess capacity through data – not through appointment system CAPACITY DEMAND

15. Clinic Efficiency Dashboard Clinic Efficiency Dashboard: www.clinicefficiency.com

16. Clinic Efficiency Dashboard Clinic Efficiency Dashboard: www.clinicefficiency.com

17. Staff Utilization and Productivity Data

18. Staff Utilization and Productivity Increase clinician support • Create broad work roles and cross-train staff • Have all staff work to the top of their license • Encourage teamwork

19. Staff Utilization and Productivity Increase clinician support • Shadow staff • Improve communication between clinicians and other staff • Optimize EHR for efficiency

20. Staff Utilization and Productivity Productivity standards and goals… one size does not fit all • National Family Practice: 2.74/hour average • 2-3? • 3-4? • 4-6? Common goal: 3-4 per hour http://bphc.hrsa.gov/uds/datacenter.aspx?q=tall&year=2013&state http://www.washingtonpost.com/news/to-your-health/wp/2014/05/22/how-many-patients-should-your-doctor-see-each-day/

21. Clinic Flow “Lean” Process Improvement: Minimize waste and maximize value What’s waste? • Time spent waiting on people or processes • Non-utilized skills/knowledge • Extra movement around the clinic • Unused inventory • Extra processing • Defective equipment

22. Clinic Flow Minimize waste (Lean Process Improvement) Tool: Waste Walk Worksheet

23. Clinic Flow Minimize waste (Lean Process Improvement) • Review and update policies • Reduce documentation and paperwork • Verify patient information • Cross-train staff and avoid duplication

24. Clinic Flow: Wait Time Video: Reducing Patient Wait Time

25. Clinic Flow

26. Clinic Flow Start all appointments on time • Include in job descriptions • Ensure that staff arrive well before the time of the first scheduled visit – in the morning and after lunch • Clinician can take the first patient back

27. Clinic Flow Move around your patients instead of moving them • Arrange care and services around the patient • Organize your space around the patient Coleman and Associates https://colemanassociates.com/tool/principles-of-redesign/

28. Clinic Flow Spaghetti Diagram Activity

29. Patient Visit Tracking

30. Patient Visit Tracking Tool: Patient Visit Tracking Sheet

31. Clinic Flow Be prepared! • Two or more rooms per provider • Stock all rooms ahead • Stock all rooms the same • Use labels and checklists • Anticipate, anticipate, anticipate

32. Clinic Flow Communicate directly and clearly • Be clear, brief, and direct • Consider huddles

33. Clinic Flow Streamline revenue cycle management systems • Use efficient check-in and check-out processes • Utilize technology

34. Clinic Flow Eliminate all unnecessary work • Follow evidence-based practice recommendations • Eliminate services that are no longer recommended • Reduce duplication

35. Resources

36. Work smarter, not harder! Efficiency

37. Resource Links Family Planning Clinic Efficiency Dashboard (website) www.clinicefficiency.com Reducing Patient Wait Time (video) https://www.fpntc.org/training-and-resources/reducing-patient-wait-time Patient Visit Tracking Sheet (job aid) https://fpntc.org/training-and-resources/patient-visit-tracking-sheet Using Data to Increase Clinic Efficiency: A Quality Improvement Guide (toolkit) https://www.fpntc.org/training-and-resources/using-data-to-increase-clinic-efficiency-a-quality-improvement-guide

38. Questions or comments? Please use the chat! Thank you! fpntc@jsi.com www.FPNTC.org

39. Coming up… CLINIC EFFICIENCY WEBINAR #3 Using Data to Maximize Clinic Efficiency August 23rd 12pm – 1:30pm ET Register at fpntc.org!