Managing Business Operations

Feb 3rd, 2012
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Contents: Pre-Triage Problems

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Managing Business OperationsCase 2University Health Services: Walk-In ClinicGroup MembersEng Jui GoyChaweewan GatepithayaHui Man Yin MerinaKwa Hwee Lay ClarieMichael Ong Question 1: Pre-Triage Problems:1. Waiting Time between sign-in and treatment is longa. Everyone, regardless of urgency, ha to see the nurse before consultation with physician. Urgent cases b. 22% of the patients had to wait for more than 35mins before first contact with a nurse. Patients who requested specific physicians waited an average of 40 minutes to see the desired physicianc. Length of wait was not related to the nature of the visit. (Prescription renewal or referral cases)d. Linear processes with no diversification of tasks. MDs were unable to handle the incoming cases as fast as other resource (NPs, Receptionist).2. Inconsistency and variation in treatment due to different skills and experience level of individual nursesa. urses individually decide extent of care for a patient Patients with similar illness might be treated differentlycaus reduction in confidence or dissatisfaction among patients.3. duplicated efforts or resources in terms of time spent, questions asked and answered, also physical examinations for patient who would eventually see the MD.Triage System Success:1. require Patients who warrant immediate care are able to receive prompt attention and treatment, triage system significantly shorten their waiting time.2. Workload on the nurses a

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