BOOKS OF RtfiDIfGS - PAHO/WHO

.Recomme;tded systenz
- 161 -
.;any of the clinic's problems, identified earlier, are concemed
with information flow. Problems arise when information is not
readily available or is not transmitted properly.
In respon - ' to, these problems, a patient flow information data
bank was recommended. This information bank should contain
all information relevant to the patient flow processes and should
be easily and quickl;- ,~cessible. This information would include
appointment availabilities for all doctors and central file of
scheduled appointments. In addition to receiving, the data bank
would be responsible for distribution of all information regarding
patient flow, such as billing, scheduled appointments, and
demographic information.
In the recommended system all doctors' appoir.tments would
be made at the departments, with the exception of consults, reports,
and special exams which would be held by the routing
area. This is, in fact, what was presently being done at the clinic.
After an appointment is made, all informatloiU, regarding it
should be sent to an appointment processing area. This area
would be responsible for all paperwork associated with appointments
and updating ¡i¡e central file of appointments as well
as appointment availabilit es. Further, by checking the central
file of scheduled appointments, this area would easily locate appointments,
make cancellations, catch duplicate appoin¿n.^nts,
and coordinate multiple appointments, multiple cancellations,
and rescheduling.
In the recommended system, appointment information would
be updated both at the departments and in the appointment processing
area. When a doctor or a department is not specified, the
call will be directed to the Appointment Service Desk where a
triage is made. Some patient triage situations are too corrplex to
be properly handled by a person with non-medical training. In
response to this problem, a Physician Triage Officer should be
established. It could possibly be implemented by providing
physicians' consultative services (on a rotating basis) to handle
these triaging of non-routine patients. With such a service available,
a non-medical - orson who does triaging of patients would
HOSPITAL & HEALTH SERVICES ADMINISTRATION 1 WINTER 1978