Flowchart: Scenario Instructions: ANNE: I always use the computer. Read the scenario and create a flowchart for making routine follow-up appointments based on the staff members' dia- logue. Draw the flowchart on flipchart paper, making sure it RYAN: When patients come to me, I ask for the last name reflects how the process is, not how it should be.Instructions: and look the patients' record up in the computer. When the Read the scenario and create a flowchart for making routine amount of weeks is not entered I ask the patient when the follow-up appointments based on the staff members' dia- doctor said that they should come back. logue. Draw the flowchart on flipchart paper, making sure it reflects how the process is, not how it should be. ANNE: What do you do if the patient does not know? Background RYAN: Then I have to leave the sign-out area to find the doctor and ask him/her directly. Sometimes it takes me 10 A project team has been formed to improve a facility's process minutes to find the provider. for making follow-up routine medical appointments. The team members include: MARK: But I give a piece of paper to all of my patients. Dr. Mark Jensen-Medical Director Anne Nicholson, RNHIV Nurse RYAN: Once I have the information, I go into our scheduling Ryan Clark-Sign-Out Clerk system and look up whether we have appointments for the requested week. I tell the patient a date. When patients are After initial data collection, the team meets to flowchart the unavailable for this date, I try to find another date for them. process. Three members describe the process as follows. Dialogue ANNE: Don't we print out reminder cards that include our new address for future appointments? ANNE: When patients leave the exam rooms, providers enter the number of weeks for the follow-up appointments in our new electronic medical record system. That's our policy. RYAN: We do, but the printer does not always work. Then we write the date down, and give the information to the patient. MARK: When my patients leave, I normally finish my patient notes and I could not figure out how to access the specific computer screen to enter the number of weeks. Usually, I write the weeks on a piece of paper and give it to the patient to show to the sign-out clerk. Flowchart: Scenario Instructions: ANNE: I always use the computer. Read the scenario and create a flowchart for making routine follow-up appointments based on the staff members' dia- logue. Draw the flowchart on flipchart paper, making sure it RYAN: When patients come to me, I ask for the last name reflects how the process is, not how it should be.Instructions: and look the patients' record up in the computer. When the Read the scenario and create a flowchart for making routine amount of weeks is not entered I ask the patient when the follow-up appointments based on the staff members' dia- doctor said that they should come back. logue. Draw the flowchart on flipchart paper, making sure it reflects how the process is, not how it should be. ANNE: What do you do if the patient does not know? Background RYAN: Then I have to leave the sign-out area to find the doctor and ask him/her directly. Sometimes it takes me 10 A project team has been formed to improve a facility's process minutes to find the provider. for making follow-up routine medical appointments. The team members include: MARK: But I give a piece of paper to all of my patients. Dr. Mark Jensen-Medical Director Anne Nicholson, RNHIV Nurse RYAN: Once I have the information, I go into our scheduling Ryan Clark-Sign-Out Clerk system and look up whether we have appointments for the requested week. I tell the patient a date. When patients are After initial data collection, the team meets to flowchart the unavailable for this date, I try to find another date for them. process. Three members describe the process as follows. Dialogue ANNE: Don't we print out reminder cards that include our new address for future appointments? ANNE: When patients leave the exam rooms, providers enter the number of weeks for the follow-up appointments in our new electronic medical record system. That's our policy. RYAN: We do, but the printer does not always work. Then we write the date down, and give the information to the patient. MARK: When my patients leave, I normally finish my patient notes and I could not figure out how to access the specific computer screen to enter the number of weeks. Usually, I write the weeks on a piece of paper and give it to the patient to show to the sign-out clerk