SERVICE LINE VISION
A. DELIVERY SYSTEM
1. Patients are scheduled with the right provider at the right time.
The roles of each provider in the treatment of a disease category are clearly defined. Decision trees are utilized to place patients with the right provider.
Decision trees identify all the information required to make appropriate screening decisions. Protocols identify all the information required by the provider prior to the patient visit.
A scheduling coordinator ensures that all screening information is available for appropriate placement decisions. A service coordinator reviews this information to make the patient placement decision.
Upon placement of a patient with a provider the patient is admitted into the program. Program admission demonstrates delivery system responsibility for bringing the patient’s problem to a resolution.
2. All information required to make an assessment and treatment plan is available at every patient encounter.
Decision trees clearly define treatment options and criteria for selections. The decision trees lead to protocols, which identify all information required by the provider prior to the patient visit. The scheduling coordinator ensures that all information is available or scheduled appropriately prior to the patient visit.
3. Every diagnostic and treatment plan is fully executed without delay.
The provider utilizes the decision tree to determine the treatment option. Each treatment option has a detailed protocol fully identifying all the services to be scheduled for the patient in the execution of that segment of care. (Note: The protocols have standard default orders that the provider can accept or adjust as he determines appropriate.)
The one step activation of a treatment option by the provider initiates a notification of the requirement and timeframes to all relevant service departments.
Service departments accept responsibility for providing the required service within the required timeframe. Service departments must confirm the scheduling of an order with the applicable service coordinator within 24 hours of the order.
The service coordinator electronically tracks all service orders and confirmations and contacts those departments which fail to provide confirmation within the established timeframe. The scheduling coordinator ensures that the results/reports on each ordered service are obtained within 48 hours of the service completion. Problems in obtaining these reports/results are immediately brought to the service coordinator.
4. Patients actively participate in the care process.
Patients are counseled on their condition and the treatment options. Patients are involved in deciding on the treatment plan for that segment of care and are expected to be active participants in the plan’s execution.
Missed appointments are followed up on to ensure all service needs and assessments occur.
Patient treatment plan compliance standards are set for the patients. Failure to comply with the standards will lead to patient being discharged from the program.
5. Outcomes are captured on every patient as an integral part of the care process.
The treatment plan sets periodic assessment points with established goals. Each provider assessment point consists of a decision tree and the corresponding information requirements. These requirements are included in the initial treatment plan orders and tracked by the service coordinator. At the completion of each assessment point, the provider initiates another treatment plan based on the patient’s status and the pre-established decision tree. The patient’s actual status in relation to the established goals is captured in the system for performance improvement management.
6. Service planning and coordination reduces service delays or excess capacity.
Pre-visit screening and protocol-based treatment plans reduce the need for the same day or urgent orders. Service departments can plan daily resource requirements and level out their workload based on the pre-scheduling of services. (Note: A minimum level of excess resources must be available in each service department to meet urgent requirements).
7. Continuous learning and improvement are integrated into operations
Department responsibilities are formalized in Service Level Agreements (SLAs), establishing clear expectations for each department’s contributions and key performance indicators (KPIs) to quantify success. The SLAs serve as the basis for monthly interdepartmental service line meetings to learn and improve from both successes and failures.
