Category: Federal Forum Posters
Purpose: Clinical pharmacy specialists at Wade Park Primary Care (WPPC) within the VA Northeast Ohio Healthcare System provide patients with chronic disease state management. The pharmacist clinic at WPPC has a very high pre-schedule utilization rate average of 89%, meaning clinic slots are booked weeks in advance. In contrast, the clinic’s actual utilization rate average is 69%, meaning only 69% of those scheduled attend their appointment. The difference in these two rates is due to patient “no-shows”. The purpose of this project is to increase the clinic’s actual utilization rate by utilizing the smartbooking tool.
Methods: This Lean Six Sigma process improvement project will assess the use of the smartbooking tool, a locally-designed, site-specific tool to identify patients who are at a high-risk for “no-showing” their appointments. If a patient is identified by the tool as high risk for “no-showing", another patient can then be double-booked in the appointment spot. Clinic data, including pre-schedule utilization rate, actual utilization rate, percentage of new patients seen more than 30 days from preferred date of first appointment and percentage of established patients seen more than 30 days from preferred date of follow-up appointment will be analyzed using available VA dashboards. Data collection will be prospective. Barriers to successful implementation of the smartbooking tool will be assessed and used to direct improvements of use of the tool.
Results: not applicable
Conclusion: not applicable
Katie Neighbors– PGY2 Ambulatory Care Pharmacy Resident, VA Northeast Ohio Healthcare System, Cleveland, OH