311 Case WCU Powerpoint

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West Coast University Student Health Services Primary Care Clinic:

West Coast University Student Health Services Primary Care Clinic Cyrus Ramos Jeff Hildreth Soyi Hyun Zack Lindberg Evan Marcus

Primary Care Clinic Operations:

Primary Care Clinic Operations Appointment / Walk-in System Number of Staff 5 full-time, 3 part-time Nurse Practitioners (NP) 5 full-time, 4 part-time Medical Doctors (MD) 6 Medical Assistants (MA)

Identifying The Problem:

Identifying The Problem Student Survey Complaints concerning waiting time Non-Users: 29.4% Favored Private Practice

Proposed Team System:

Proposed Team System Teams of MDs and NPs Teams unspecified MDs dissuaded

Goals:

Goals Total waiting time of 20 minutes or less Less than 5% of patients unable to see their specific team when they came to the walk-in clinic The maximum delay for seeing a team clinician should be one day

Identifying The Problem:

Identifying The Problem Patient Arrival Chart Number of Clinicians for each time slot Seasonality: Monday to Friday ↓ , 8am to 5pm ↓

Identifying Problem:

Identifying Problem Clinician Capacity 2.4 Patients/Hour (25 Mins/patient, per clinician) Example: Monday, 8-9, 13 Patients, 3 Clinicians 3 x 2.4 Patients/Hour = 7.2 Patients/Hour

Proper Capacity Calculation Criteria:

Proper Capacity Calculation Criteria Average Processing Time 25 Minutes per patient Average Interarrival Time

Current Number of Clinicians:

Current Number of Clinicians

Proper Capacity Calculation:

Proper Capacity Calculation

Revised Capacity Allocation:

Revised Capacity Allocation

Why?:

Why? Time slots allocated more to appointments Clinician schedule does not follow seasonality Staffing levels are not fully implemented Hourly/Salary? Fixed

Clinician Schedule Summary:

Clinician Schedule Summary

Scheduling Adjustments:

Scheduling Adjustments Utilize ALL hours Allocate 202 Walk-in hours Allocate seasonally Decrease Walk-in hours for MDs

Clinician Schedule Summary:

Clinician Schedule Summary

Creating Teams — Criteria:

Creating Teams — Criteria Teams must be available by walk-in and by appointment any day of the week Teams must be proportionate to the amount of appointments Generally, one team cannot have more appointments than another if both teams have equal amounts of hours

Creating Teams — Available Staff:

Creating Teams — Available Staff

Creating Teams:

Creating Teams

New Clinician Schedule:

New Clinician Schedule

Summary of Solutions:

Summary of Solutions Follows seasonality Adheres to Carwin’s goals Maintains the same yearly costs Utilizes all hours Ensures a team member is available any day of the week, any time