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Re-designing the Division of General Surgery’s General Appointment Line
The Problem
The Results/Progress to Date
The General Surgery Line (GSL), a resource intended to streamline the appointment
scheduling process for referring provider and non-directed referral patients, was not
meeting the intended need. Schedulers could not schedule appointment without
physician office approval, causing delays and frustration. Many of the patients
scheduled often missed appointments or arrived at the wrong time. Surgeons
questioned the appropriateness of the referrals and referring provider offices were
often frustrated with the length of time it took to obtain an appointment.
The creation of the GSL and Doc-to-Doc appointment types allowed us to track and
report results. In FY13 a total of 417 new patients entered the Division via GSL
(kept appointments). Of those patient, 45 outpatient procedures were performed
(11%), and 151 OR cases completed (41%).
Aim/Goal
To improve access and communication within the Division of General Surgery,
thereby, improving customer service.
The Team
Mark P. Callery, MD- Division Chief, General Surgery; Yaramalies Davila,
Administrative Manager, Divisions of Acute Care Surgery and General Surgery;
Ailicet Montilla, Program Administrator, Division of General Surgery; Jazmin Vega,
Administrative Assistant, Division of General Surgery; all Surgeons and administrative
staff within the Division of General Surgery.
The Interventions
Creation of The GSL Guidelines and Protocol, which outlined
expectations and provided guidance on dealing with different situations
and clinical resources.
Cross training administrative staff and establishing a coverage plan for
unexpected and expected staffing shortages.
Creation of appointment intake sheet for internal communication.
CCC template review and standardization.
Reserving slots for open booking.
Surgeon support and engagement.
Creation of GSL specific reports to track DNK, patient distribution,
booking diagnosis, and surgical and procedural intervention, allowing us
to track resource volume and effectiveness.
Lessons Learned
General Surgery clinics are held on the East and West campus along with
Chelsea, Lexington, Milton and Needham; given our scope, physician support and
engagement was very important to our success.
Training and physician engagement are on going. Administrative and Faculty
meetings, along with combined bi-annual meetings are forums by which we
communicate and re-enforce our commitment to access and service excellence.
Next Steps/What Should Happen Next:
Work towards open-access booking across more sites.
For More Information Contact
Yaramalies Davila, Administrative Manager
Divisions of Acute Care and General Surgery
ydavila@bidmc.harvard.edu
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Dublin Core
The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/.
Title
A name given to the resource
Silverman Symposium
Description
An account of the resource
Each year the Silverman Symposium poster session offers BIDMC staff and affiliates the opportunity to share experiences and learn about efforts to improve Quality and Safety.
Date
A point or period of time associated with an event in the lifecycle of the resource
2021
Silverman Poster
Primary Contact
If you would like more information about this project, contact this person. Make email address clickable.
Yaramalies Davila (<a href="mailto:ydavila@bidmc.harvard.edu">ydavila@bidmc.harvard.edu</a>)
Department
Any departments listed on the poster or identified in the spreadsheet.
Surgery
General Surgery
BIDMC Location
The BIDMC location where the poster team resides if identified in spreadsheet. If not identified, choose BIDMC.
BIDMC
Project Team
Mark P. Callery
Yaramalies Davila
Ailicet Montilla
Jazmin Vega
Dublin Core
The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/.
Title
A name given to the resource
Re-designing the Division of General Surgery’s General Appointment Line
Date
A point or period of time associated with an event in the lifecycle of the resource
2014
Format
The file format, physical medium, or dimensions of the resource
pdf
Efficiency
Timeliness