Planned Parenthood of Wisconsin Work Flow Analysis

Dates: 2012-2013

State: Wisconsin

Client(s): Planned Parenthood of Wisconsin, Inc.

Service: Health Care & Public Health Planning

Technical Expertise: Safety Net

In an economic downturn, clinics often struggle with how to maximize limited resources to apply evidence-based guidelines and recommendations to clients. Fortunately, there are processes to help clinics identify ways to leverage their resources and streamline workflow in order to provide the highest quality of care to as many clients as possible.

JSI was contracted by Planned Parenthood of Wisconsin (PPWI) to evaluate workflow and increase efficiency within three PPWI sites. JSI used the clinic efficiency model, which takes a family planning-specific approach to patient visit re-design and PDSA (plan-do-study-act) cycles of improvement. The analysis process was primarily qualitative, but includes key quantitative metrics such as number of patients seen by providers, times, cycle times, non-value-added time (patient waiting times), and patient stops and/or hand-offs.

This model strives to enhance three key factors that are important to the long-term sustainability of family planning clinics: 1) clinic capacity; 2) fiscal sustainability; and 3) quality of care, including clinical indicators and patient and staff satisfaction. The clinic efficiency model can also inform the necessary evaluation phase prior to implementation of an electronic medical record (EMR) system.

The overarching goals of the workflow analysis and improvement process were to:
. Reduce patient wait time in the health center reception and front desk areas
. Increase patient satisfaction in wait time and reception to the health center
. Maximize efficiency of front desk staff in triaging phone calls and in-person registration
. Optimize clinician productivity by examining workflow and potential bottlenecks in the 'back office' clinical area
. Examine the roles of all center staff for potential redundancy, refinement, and improvement
. Analyze the potential role of unnecessary services provided to patients and the impact on workflow
. Examine clinical workflow in a current state in preparation for electronic health record implementation in late 2012
. Improve staff satisfaction in providing services to patients