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.

1. Appointment Preparation

When do you verify insurance?

When is the chart pulled?

What is reviewed prior to visit?

2. 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?

3. Patient Intake & Review

What does the clinical support staff document prior to the Provider entering the room?

Where does the Provider review this information?

4. 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?

5. Medication Management

Is a formulary used?

Are samples dispensed?

6. Orders

Is there an in-house lab?

Do you have an information system for any of your lab vendors?

What orders are placed?

7. Charges

How is E&M coding performed? By whom?

Who reviews & submits charges?

8. Check-Out

What is the check-out procedure?

When are follow-up appointments made?

How is payment handled?

9. 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?

10. Other visits

Nurse only visits?

Psych/social work visits?

11. Reporting

What are the current reporting requirements?