ConsultSTAT-Triage has built-in metrics, which provide indicators of office productivity and individual staff performance. Patient EMR's or paper records contain ConsultSTAT communications threads, which give insight into patient-staff interactions. You can revisit communications word-for-word, and have objective measurements of staff workloads based on the quantity and quality of the threads generated.
Let's look at the ConsultSTAT-Triage Dashboard. The built-in metrics display the tenets of Lean-Office Processes. At the top of the screen are numerical and graphical indicators of bottlenecks in office workflow. The first graph shows the current status of each open Request. In this scenario, the graph highlights that despite email notification, there are a high number of No-Shows. It also indicates that Booking Requests are not being handled quickly enough—they are accumulating. This bar indicates that patients are not closing their Requests after their question or concern has been resolved. Finally, we see that specific types of HCP instructions are not being handled quickly enough by the secretary.
The second graph displays the number of secretary's replies within a specific status to patient, over a customizable time-period. This is extremely helpful in comparing performance when more than one secretary is interfacing with patients.
The next graph displays the number of actions taken in response to the HCP's instructions to the secretary. This provides the office manager or HCP with measurable staff performance data.
The last graph shows the average time it takes for each secretary to respond to a specific type of instruction given by the HCP on any chosen day.
Here is an example of the automatically generated performance analysis between July 1st and November 30th. When we look at the number of replies to patients from the secretary and divide each of these replies by the number of hours worked by the secretary, it provides data on which secretary is most efficient in her Portal-based communications with patients.
The same principle applies when measuring the secretary's alacrity when responding to the HCP’s instructions. Response times to specific instruction from the HCP can be used to monitor staff performance.
Lean Office Processes built into ConsultSTAT-Triage Portals automatically increase productivity and overall office efficiency.
Lean Office Processes for health care practices apply the original principles that Toyota applied to manufacturing vehicles and servicing their clients: creating measurable, reproducible, increasingly profitable systems which (i) prioritized customer satisfaction and (ii) identified and then eliminated waste and delays (bottlenecks) which negatively affected both customer satisfaction and profitability.
ConsultSTAT Portal workflow logic is based on Lean Office Processes and is the first communication system of its kind to do so. The actual day to day tab-based workflow was inspired by these principles. Using the Portal means that you have already incorporated Lean Office processes into your practice. However, tutorials devoted to Lean Office Processes will be provided to ConsultSTAT Portal subscribers.
The health care provider can inspire his staff to do better, using performance measurements combined with actual thread contents as a form of continuing staff education. If necessary, the health care provider can also use this data as evidence of termination of an employee for cause.