Key Operational Characteristics and Functionalities of a State-of-the-Art Patient Scheduling System Proceedings of a Workshop—in Brief (2019) / Chapter Skim
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Key Operational Characteristics and Functionalities of a State-of-the-Art Patient Scheduling System: Proceedings of a Workshop - in Brief
Key Operational Characteristics and Functionalities of a State-of-the-Art Patient Scheduling System: Proceedings of a Workshop - in Brief
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consensus study report3 that focused on timely scheduling within the VHA. The report included findings and recommendations regarding patterns, standards, challenges, and strategies for scheduling timely health care appointments; characterized the variability in patient needs and implications for scheduling protocols; and identified organizations with particular expertise in optimizing patient scheduling.
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He also suggested using a systemsoriented approach that focuses on the patient holistically, measures patient safety and overall health rather than just the time to an appointment, utilizes smartphones and telehealth, incorporates knowledge from behavioral economics, and uses data analytics to manage supply and demand. He also challenged workshop participants to think beyond a traditional "scheduling system" in designing ways to connect patients and health care providers.
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Panelists included Adrian Atizado, a veteran and patient advocate from Disabled American Veterans; Powers-Higgins, a scheduler from OVAC; Heyworth, a primary care physician and VA clinical lead in telehealth; Desiree Hill, a clinical profile manager at the VA; Clifford Smith, a psychologist in specialty care at the VA Office of Mental Health Operations and Mental Health Services; Lisa Arfons, an oncologist in specialty care at OVAC; David Au, a practicing pulmonologist and health services investigator at the Center of Innovation for Veteran-Centered and Value-Driven Care, VA Puget Sound Health Care System; and M Christopher Saslo, Biloxi VA Medical Center, nurse executive and acting deputy for Dr.
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Attributes of a Patient-Centered System • Multidisciplinary care coordination and scheduling, including with community care providers (Au, Heyworth, Power Higgins, Saslo) • Preferred methods of communication for appointment reminders and cancellations (Au)
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2019. Proposed Rule: Medicare and Medicaid Programs; Patient Protection and Affordable Care Act; Interoperability and Patient Access for Medicare Advantage Organization and Medicaid Managed Care Plans, State Medicaid Agencies, CHIP Agencies and CHIP Managed Care Entities, Issuers of Qualified Health Plans in the Federally Facilitated Exchanges and Health Care Providers.
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Caseload data can be used to optimize the allocation of clinician time between new and return patients. For referrals from primary to specialty care, Weber suggested building service agreements into the scheduling workflow, through which a specialist determines how to properly prepare patients for their first visit and the PCP agrees to meet the requirements.
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As an example demonstrating the clinical benefits of machine learning, Lee described an ED that experienced a 30 percent increase in workflow efficiency with reduced wait times and an increase in the number of trauma patients seen. Desiree Hill from the VA shared her perspective as a scheduler using the current scheduling system and described gaps that need to be addressed.
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Yang provided a few examples of how Medumo has been used, such as assessing care acuity before a procedure to improve resource utilization, and reducing appointment cancellations using timed, targeted reminder messages consistent with patient preferences. Spencer Cross from Change Healthcare spoke about driving patient access through coordinated digital experiences.
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BOX 2 Suggestions from Individual Participants Regarding Operational Characteristics and Functionalities of a State-of-the-Art Patient Scheduling System Design Attributes of the Scheduling System • Be veteran centric, with workflows and business processes that leverage the VA's unique programs to meet patients' needs (Davies, Halamka, Kirsh, Kizer) • Deploy multimodal communication and care strategies that incorporate patient preferences for when, where, and how they want to receive care (Au, Davies, Fogg, Vetter, Yang)
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Kizer, Chair, University of California, Davis, Schools of Medicine and Nursing; John Halamka, Harvard Medical School; Joe Kimura, Atrius Health; Amanda Lazar, University of Maryland; Eva K Lee, Georgia Institute of Technology; Mark Murray, Mark Murray & Associates, LLC; and Rachel Weber, HealthcareIE LLC.
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