Workflow Analysis

Workflow Analysis

An essential & critical step to building the foundation of a successful EMR implementation is to perform an in-depth analysis of the practice. Everyone who is involved in a patient’s flow through the office, from scheduling to the patient’s exam to filing medical records, needs to be interviewed.

By documenting a practice’s current-state and working with staff to develop a standardized future-state, you will provide the practice with improved processes and help to build an efficient EMR environment for the end-user.

The following list is an example of areas to focus on when performing a current-state workflow analysis. This list is only a guide and the questions are meant to be elaborated on. Once your interviews are complete and verified by all key players, you can move forward and create a future-state based on the capabilities of the EMR application being implemented.

• Appointment Preparation
  • When do you verify insurance?
  • When is the chart pulled?
  • What is reviewed prior to visit?

• Check-In
  • What is the process?
  • What type of documentation is brought in by the patient?
  • Are there walk-ins?
  • How are no-shows handled?
  • How is clinical staff notified that patient is ready to be seen?

• Patient Intake & Review
  • What does the clinical support staff document prior to the Provider entering the room?
  • Where does the Provider review this information?

• Patient Exam
  • What does the Provider document in the chart?
  • When does the Provider complete documenting the visit?
  • Is dictation used?
  • Where does the chart go after the visit is complete?

• Medication Management
  • Is a formulary used?
  • Are samples dispensed?

• Orders
  • Is there an in-house lab?
  • Do you have an information system for any of your lab vendors?
  • What orders are placed?

• Charges
  • How is E&M coding performed? By whom?
  • Who reviews & submits charges?

• Check-Out
  • What is the check-out procedure?
  • When are follow-up appointments made?
  • How is payment handled?

• Patient Communication
  • Process for taking messages?
  • How are patients notified of lab results?
  • How are incoming patient calls handled?
    • Medical complaints?
    • Medication refill requests? Pharmacy? Patient?
    • Referral requests?
    • Billing questions?
  • Does the office send out appointment reminders?

• Other visits
  • Nurse only visits?
  • Psych/social work visits?

• Reporting
  • What are the current reporting requirements?