10 - Fundamentals of Health Workflow Process Analysis and Redesign - Unit 4 - Acquiring Clinical Process Knowledge - Lecture B

Fundamentals of Health Workflow
Process Analysis and Redesign

Acquiring Clinical Process Knowledge
Lecture b
This material Comp10_Unit4b was developed by Duke University, funded by the Department of Health and Human Services,
Office of the National Coordinator for Health Information Technology under Award Number IU24OC000024.
Learning Objectives
2
1. Identify how the strategic goals and stakeholders for a given health care
facility can influence workflow processes in that facility (Lecture a)
2. Create an agenda for an opening meeting to discuss workflow processes
in a health care facility (Lecture b)
3. Compare and contrast different types of knowledge and their impact on
organizations (Lecture a)
4. Analyze a health care scenario according to CMMI levels (Lecture a)
5. Identify the workflow processes that are likely to be used by a healthcare
facility (Lecture b)
6. Identify the workflow processes that are essential to document and
analyze in order to determine how best to streamline the operations in a
given health care facility (Lecture b)
7. Identify key individuals with whom the analyst should meet or observe in
order to gain an understanding of the nature and complexity of their work
(Lecture b)
Health IT Workforce Curriculum
Version 3.0/Spring 2012
Fundamentals of Health Workflow Process Analysis and Redesign
Lecture b
Learning Objectives - Continued
8. Given a process observation scenario, formulate the questions that would
facilitate a productive discussion of the workflow of information, activities
and roles within that facility (Lecture c)
9. Suggest ways to successfully respond to common challenges
encountered in knowledge acquisition
(Lecture c)
10. Given a practice scenario, choose an appropriate knowledge acquisition
method (Lecture c)
11. Given a process analysis scenario including a list of observations, create
agenda for visit closing meeting and an initial meeting report (Lecture c)
12. Given a set of diagrams and observations from an information gathering
meeting draft a summary report (Lecture c)

3
Lecture b
Topics - Lecture b
Clinic information
Common clinic processes
Creating a process inventory
4
Lecture b
Acquiring Knowledge About the
Practice
Mission, Vision
Stakeholders
Publicly available or easily provided
Do your homework!

5
Lecture b
Stakeholders
Individual or group that participates in a process
or organization
Or is impacted by it
Examples of organizational stakeholders
include:
Patients
Owners or shareholders
Suppliers
Payers
Employees
Regulators

6
Lecture b
Practice Functions
7
Lecture b
Office visits
Lab tests
Other Diagnostic tests
(depends on specialty)
New patient Existing patient
Billing
Procedures
Write prescriptions
Disease management
Medical
Practice
Referrals /
consults
Process Inventory
Identification of main clinic processes
Analyst works with clinic leadership to
identify high priority processes
Select processes are analyzed
Some cant be improved
Some the gain is too small
Some can be improved, but by means other
than use of health IT

8
Lecture b
Process Value
Some processes are very important and if
the process is not doing what it is
supposed to do, the organizational mission
and certainly productivity may suffer
Some are less significant in terms of the
operations

9
Lecture b
Common Clinic Processes
Patient check-in
Patient visit
Prescriptions
Assimilating received documentation
Labs
Other diagnostic tests
Referral/consult
Disease management
Billing

10
Lecture b
Identifying Practice Processes
Example
By Phone Appointment Scheduling
New Patient Intake and Registration
Using paper charts
Receiving and Communicating Lab Results
Using a paper chart
Routine Prescription Refill
No EMR

11
Lecture b
Identifying Practice Processes
Example: Answers and Discussion
Appointment Scheduling
Patient check-in
Patient visit
Prescriptions
Assimilating received documentation
Labs

12
Lecture b
For each process
Process variations used by the clinic
For each of these
Main activities
Roles
Locations
Flow
Information needs
Likely exceptions

13
Lecture b
The Act of Acquiring Knowledge
The act of acquiring the knowledge is just as
important as the resulting diagrams.
14
Lecture b
Where to get the information
Process participants
Facility procedure manual
Information used and produced in the
process

15
Lecture b
Summary - Lecture b
Clinic information
Common clinic processes, and
Creating a process inventory

16
Lecture b
References Lecture b
17 Health IT Workforce Curriculum
Lecture b
References
Acknowledgement: Material used in this lecture comes from the following sources
Gaines, Brian R. (n.d.) Organizational Knowledge Acquisition. Accessed August 1, 2010. Available free from
http://pages.cpsc.ucalgary.ca/~gaines/reports/KM/OKA/index.html
Milton, N. R. (2007). Knowledge Acquisition in Practice: A Step-by-step Guide (Decision Engineering). London:
Springer-Verlag.
Passive Knowledge Versus Active Knowledge, March 4, 2010. Accessed on August 2, 2010, available from
http://www.beyonduni.com/2010/03/passive-knowledge-versus-active-knowledge/
Images
Slide 7: Source: Meredith Nahm, PhD.

10 - Fundamentals of Health Workflow Process Analysis and Redesign - Unit 4 - Acquiring Clinical Process Knowledge - Lecture B

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Fundamentals of Health Workflow

Process Analysis and Redesign

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