Blog Posts Process Management

BPM for Medical

The current state of patient processes…

My experience with the process

my first visit to my primary physician, I filled out a several page form
providing information that he may need to treat me.  Things like surgeries, diseases, parent’s
health history, current medications, vitamins and the like.  One of his employees typed this information
into their electronic system.

had been having some back issues and we decided that I should visit a
Neurologist.  Upon that visit, I was handed
a several page form similar to the one handed to me by my primary physician.  One of their employees typed this information
into their electronic system.

Neurologist arranged for me to get an MRI done on my back.  Upon that visit, I was handed a several page
form similar to the one handed to me by my primary physician.  Unlike the last two doctors, their employee
actually typed up the information while I watched.

Some obvious problems

  –  I
could have typed in the information myself.

  –  My
physician could have sent the information ahead so that no one had anything to

There are now 3 different versions of my records in 3 different places.

  –  If I
change physicians, does my old one send his files to the new one?  Does he delete the files?  Can he legally delete the files?

Solution obstacles

Health Insurance Portability and Accountability
A major goal of the Privacy
Rule is to assure that individuals’ health information is properly protected
while allowing the flow of health information needed to provide and promote
high quality health care and to protect the public’s health and well being. The
Rule strikes a balance that permits important uses of information, while
protecting the privacy of people who seek care and healing.

medical records keeping software may not easily pass information from one to
the other.  This may require some
integration work.

processes in place are informal.  HIPAA
requires that physicians have a process in place to protect the privacy of its
patients.  An audit will require them to
prove that the process is being followed.

Customer [patient] centric solution

time is right for the larger medical centers to look at their patient processes
from a customer point of view.  There are
many things they can do to improve the patient experience that won’t cost a lot
of money.  A few suggestions include:

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