Driving Measurable Results | Oregon Medical Group
Meaningful Metrics Driving Measurable Results
How Oregon Medical Group leveraged real-time data to improve processes and transform experiences.
As Oregon Medical Group planned for the opening of their 46,000 square foot multi-specialty clinic in Eugene, Oregon, they knew the physical layout of the facility was going to present challenges when designing for the patient experience.
- Centralized Check-In – Patient would present at a centralized check-in on the first floor for all appointments. Registration staff would have to navigate the notification of patient arrivals to care providers, the retrieval of patients from waiting room to location of care, and notification of provider time if appointment time was delayed.
- Patient Location and Status – For patients with sequential visits, downstream departments would need to know status and location of patients in order to manage resources.
- Line of Sight – The footprint of the building did not allow for clear line of sight from 100% of workstations to all exam rooms, making a traditional flag system ineffective.
Oregon Medical Group needed a solution that would help them manage the flow of nearly 500 patients daily while optimizing resources.
After an extensive evaluation of peer groups, insight from other high-performing healthcare systems, and even some very out-of-the-box opportunities, Oregon Medical Group was introduced to real-time location system (RTLS) technology with Intelligent InSites.
After looking at a number of other opportunities, we realized the data accessibility [RTLS] provided created a real opportunity for us.”
– Megan Butler, Operations Special Projects Manager – Oregon Medical Group
The project team at Oregon Medical Group moved forward to establish business requirements, identify potential barriers to patient care or experiences, and establish key metrics for project success.
With an aggressive timeline that aligned implementation with the opening of the new facility, the team at Oregon Medical Group then worked closely with Intelligent InSites to evaluate processes, identify key milestones and design a solution to maximize patient and staff flow.
Following a phased opening of the new clinic, Oregon Medical Group’s real-time location system went live. Comprised of InSites for Clinics software, RTLS hardware and an in-house custom EHR integration app, this complete system, referred to as “ClinicTrak”, was a key component of newly implemented technology solutions designed to improve the efficiency of the patient registration process.
The RTLS implementation has dramatically changed the way Oregon Medical Group delivers patient care.
Visibility achieved through this system gives MAs immediate insight into which patients are registered, who is waiting and who needs to be seen next. Registration staff are now empowered to proactively help manage the patient experience. Using the live patient list view, registration staff can round on patients with extended wait times and update them on any impact on appointment time.
Patients are waiting less and feel like we are really taking care of them.”
-Kayla Zlotek, Registration Specialist – Oregon Medical Group
With this system in place, patient downtime between appointments is minimized. Caregivers have visibility into current patient location and statuses, enabling them to anticipate downstream patient flow and adjust patient rooming accordingly. Current and historical data can also be analyzed based on the patient’s entire visit, or broken down by individual appointment, providing insights into bottlenecks or processes causing delays in care.
This new level of visibility has allowed the clinic to move to a patient self-rooming model, where patients immediately proceed to the exam room after registration – and the waiting room is avoided altogether. When patients arrive in their exam room, the MA can see in real-time on the system’s patient list view that the patient is ready to be seen. The results achieved through their pilot in the Interventional Pain Management department have given them the data to support the implementation of patient self-rooming clinic-wide.
The efficiency it has created from the traditional way we roomed – it has improved our efficiency two-fold.”
-Josh Summerfield, Medical Assistant – Oregon Medical Group
- 75% reduction in patient wait time prior to being seen by a care provider
- 50% reduction in time spent waiting in the exam room for the physician
- 60% reduction in the number of steps taken by medical assistant daily
- 50% increase in time spent with medical assistant
- Time spent with physician increase by 5 minutes per patient
Working with Intelligent InSites, this RTLS implementation has given Oregon Medical Group the ability – through visibility – to solve key operational challenges; and access to data, intelligence and advanced reporting has enabled them to establish baselines and continuously measure improvement.
We now have accurate data to make decisions.”
-Steve Liu, Director of IT – Oregon Medical Group
Since 1988, Oregon Medical Group has been providing high quality, patient-centered care. Today, Oregon Medical Group consists of sixteen clinics located throughout the Eugene and Springfield areas. With primary care and a multitude of specialty services, Oregon Medical Group is able to provide comprehensive care to patients.
Learn more about Intelligent InSites software solutions for the healthcare industry.