Title of Effective Practice: - California Postsecondary Education ...

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Direct Connection to Policy Area 6 of The Illinois Commitment Open Access Clinics Project Southern Illinois University - School of Medicine What issue or need is addressed by the effective practice? The clinical office practice, or ambulatory care setting, lies at the heart of health care. Yet time required to schedule available outpatient appointments can be long. Providing high-quality care requires patient clinic systems and procedures that schedule patients as soon and as easily as possible. Description of the effective practice: The Open Access Clinics Project seeks to improve patient scheduling within the SIU Physicians & Surgeons clinics (SIU’s physician practice organization clinics) and thus enhance access to SIU’s physicians and foster greater patient satisfaction. In essence, this approach eliminates unnecessary waits for appointments by predicting and managing patient demand and better matching physician availability or “supply” to demand. An additional benefit of the Open Access Clinics model is improved continuity of care. The school’s departments of Family and Community Medicine/Springfield and Internal Medicine have piloted programs to improve patient scheduling using the Open Access Clinics model. Each has established physician teams, groups of physicians who see the same panels of patients and agree to see each others’ patients as necessary. Patients contacting the clinics are scheduled with a team member physician, and should a particular physician unexpectedly become unavailable, another on the team will see the patient. Patient schedulers work together to coordinate series of physician visits when required for the patient’s care. Further, schedulers establish and monitor a balance between same-day appointments and advanced-day appointments to maintain available open times on the physician teams’ schedules and allow patients to visit when needed. Together with implementation of the medical school’s call center and its use for patient scheduling, the Open Access Clinics model is making more efficient use of clinic resources and improves patients’ experiences in visiting SIU’s physicians. How does this practice achieve sustainability? Patient scheduling systems and business processes have been reengineered, and staffing has been adjusted to support the Open Access Clinics approach. SIU’s clinical practice and departments are committed to expanding this approach throughout the medical practice. This project exemplifies the streamlining and improving of administrative processes in support of service to the region’s citizens, objectives of Southern at 150: Building Excellence Through Commitment. What are the results/measurable outcomes? This project was undertaken to improve patient satisfaction and scheduling times for patient visits. These measures will be monitored, and additional refinement of the scheduling processes and clinic staffing will be made as necessary. Contact Information Name: Kathryn Mahaffey Email: kmahaffey@siumed.edu Phone: (217) 545-1881 210
Direct Connection to Policy Area 6 of The Illinois Commitment Productivity, Cost-effectiveness, Accountability Augustana College Description of the effective practice: Augustana is pleased to offer evidence of best-practices in each of the core areas of Policy Area Six. In regards to productivity, Augustana is mid-way through a conversion of all academic and administrative computing systems to the Datatel suite, bringing unprecedented levels of efficiency and productivity to virtually every aspect of the college’s operations, largely through the incorporation of a centralized database accessed by complimentary utilities which best serve, for example, academic advising, student registration, alumni giving, recruitment, etc. In cost-effectiveness, Augustana is nearing completion of planning for a project which combines the introduction of a new, more efficient facility and adaptive reuse of an existing, historic structure. Erland Carlsson Hall, a revered dormitory built in 1927, will be reconfigured as an academic building, which replaces the high energy demands of a round-the-clock residence hall with the more manageable consumption of a classroom/office building. The roughly 130 beds displaced by the transition are more than absorbed by the introduction of Augustana’s new Duane R. Swanson Commons, which will accommodate 240 students in a building which boasts dramatic improvement in energy efficiency. For accountability, we offer as evidence the 2006 Excellence in Academic Libraries Award from the Association of College and Research Libraries. The award recognized Augustana’s Thomas Tredway Library for its ability to be proactive, flexible and attuned to the changing needs of the college. By integrating an information literacy component into academic programs such as the first-year Liberal Studies courses, Augustana’s librarians help students learn how to access and evaluate information. In a world of ever-increasing knowledge resources, the ability to evaluate information is especially important, and this award recognizes Augustana’s accountability in providing that ability to its students. Contact Information Name: Timothy Schermer Email: ccts@augustana.edu Phone: (309) 794-7450 211
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