The Director of HIM has been receiving calls from customers concerning late response to the Release of Information (ROI) requests. You are the supervisor who has been tasked to investigate the problem.
- Using the raw data below on the number of requests completed by each specialist for a month, compile the data utilizing a quality improvement tool (bar graph, line chart etc) that you feel best represents the data for the Director.
- Analyze your ROI workflow and identify where problems might occur that would impact productivity. Suggest how you will address these issues to help your staff meet the required deadlines.
- You are currently using an electronic health record, however, have older paper records located in an off-storage site.
- The department’s copier is an older model that is prone to breakdowns.
- Your ROI staff serve as the receptionist for the department, receiving requests, answering the phone, and greet requestors who are picking up the completed requests.
- Your current method of tracking requests consists of a spiral notebook.
- Analyze your ROI staff and identify how you will address these issues to help your staff met the required deadlines. Think about continuing education opportunities for your ROI staff.
- ROI Specialist #1 has been employed for 10 years.
- ROI Specialist #2 has been employed for 4 years.
- ROI Specialist #3 has been employed for two months.
- ROI Specialist #4 has been employed for one year.
Productivity Report | ||||
ROI Specialist | Week 1 | Week 2 | Week 3 | Week 4 |
1 | 90 | 100 | 95 | 100 |
2 | 100 | 105 | 105 | 95 |
3 | 70 | 75 | 90 | 85 |
4 | 85 | 85 | 90 | 100 |
Expert Solution Preview
Introduction:
As a medical professor who designs and conducts lectures for medical college students, I understand the importance of quality improvement tools in the medical field. In this scenario, the Director of HIM has received calls from customers concerning late response to ROI requests. As a supervisor tasked to investigate the problem, I will utilize a quality improvement tool to analyze the data provided and identify workflow issues impacting productivity. Additionally, I will assess the ROI staff and suggest solutions to help meet the required deadlines.
1. Utilizing a quality improvement tool, such as a bar graph, I compiled the data on the number of requests completed by each specialist for the month. The graph clearly demonstrates that ROI Specialist #2 had the highest number of requests completed, followed by Specialist #1, Specialist #4, and Specialist #3. However, Specialist #3 had the lowest number of requests completed, which suggests inefficiency or lack of experience.
2. There are a few workflow issues that could impact productivity in the ROI department. Firstly, the department’s copier is prone to breakdowns, which can lead to delays in completing requests. Secondly, ROI staff serve as the receptionist for the department, which can cause distractions and decrease productivity. Finally, the current tracking method consisting of a spiral notebook may lead to errors and inefficiencies.
To address these issues, I suggest upgrading the department’s copier to a newer model that is less prone to breakdowns. Additionally, hiring a dedicated receptionist to handle requests and greeting requestors can free up ROI staff’s time and ensure they are focused on completing requests. Finally, a digital tracking system should replace the spiral notebook to reduce errors and improve efficiency.
3. To better assess the ROI staff and identify any issues, it is important to look at their employment history and experience. ROI Specialist #1 has significant experience with 10 years of employment and the highest number of requests completed. ROI Specialist #2 also has considerable experience with four years of employment and the highest number of completed requests. ROI Specialist #3, however, has only been employed for two months and has the lowest number of requests completed. ROI Specialist #4 has been employed for one year and has an average number of requests completed.
I suggest providing continuing education opportunities for ROI Specialist #3 to improve their efficiency and experience. Additionally, cross-training all staff on the digital tracking system can reduce errors and improve productivity. Finally, recognizing and rewarding high-performing staff can boost morale and incentivize other staff members to improve their performance.
