Date of Award

Winter 2022

Project Type

Clinical Doctorate

College or School

UNHM

Program or Major

DNP

Degree Name

Other

First Advisor

Gene Harkless

Second Advisor

Tina Curtis

Third Advisor

Cathleen Colleran

Abstract

BACKGROUND: Patients having timelyaccess to healthcare services is the entryway to quality of care and patient safety. Timely access is essential in cancer treatment and often requires complex scheduling requiring multiple, highly coordinated, time sensitive appointments. To facilitate optimal clinical care, timely appointment scheduling must be patient-centered. With the heavy scheduling workload growing at the the Cancer Network at Froedtert & the Medical College of Wisconsin and recognition of timely scheduling as a quality indicator, the need to examine the workflow and improve the process became apparent.

METHODS: The goal of the quality improvement project was to provide patients with individualized and timely scheduling of appointments. The development and implementation of a standardized oncology scheduling bundle began with a SWOT analysis and the use of Donebedian Model to organize the improvement process. A scheduling bundle that included consistent scheduling practices and staff education to drive patient satisfaction scares and scheduling staff productivity metrics was developed. As well, a productivity dashboard was developed.

RESULTS: The implementation of a standardized oncology scheduling bundle showed positive results with both quantative and qualitative metrics. There was positive shift in average scheduling staff productivity and staff turnover decreased pre and post implementation. Additionally, there was positive changes in feedback from patients, staff, and physicians.

CONCLUSION: With the implementation of the standardized oncology scheduling bundle, patients are receiving timely, optimal, individualized clinical care. Additionally, there is now a standardized process for scheduling staff creating efficient and effective workflows.

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