You are the supervisor of the health information management (HIM) department in a large outpatient clinic. This department manages patient records. Complaints about your department are becoming more frequent and intense than in the past. Some clinic employees have complained that the HIM department takes too long to retrieve patient records. Others have expressed dismay over the rudeness of HIM staff. You decide to talk about these problems with employees throughout the clinic. The clinic\'s receptionists respond to you defensively. They tell you that the HIM staff won\'t answer the phone and that they want some backup when they are busy with patients. You talk to the HIM staff and find their stories are just as negative. They say they are being charged with more responsibilities but have no additional help. They also complain that the receptionists transfer calls that they should be handling. The clinic\'s nurses are also upset with the HIM staff; they claim the department does not help them locate patient charts, causing long wait times for patients. The clinic\'s physicians say they cannot assume additional tasks to alleviate the situation because their days are already chaotic.
Identify and discuss two improvement tools that you could use to identify possible reasons for the increase in complaints about the HIM department.
Explain two improvement tools that you would you use to gather data to confirm the reasons for the complaints about the HIM department.
You are the supervisor of the health information management (HIM) department in a large outpatient clinic. This department manages patient records. Complaints about your department are becoming more frequent and intense than in the past. Some clinic employees have complained that the HIM department takes too long to retrieve patient records. Others have expressed dismay over the rudeness of HIM staff. You decide to talk about these problems with employees throughout the clinic. The clinic\'s receptionists respond to you defensively. They tell you that the HIM staff won\'t answer the phone and that they want some backup when they are busy with patients. You talk to the HIM staff and find their stories are just as negative. They say they are being charged with more responsibilities but have no additional help. They also complain that the receptionists transfer calls that they should be handling. The clinic\'s nurses are also upset with the HIM staff; they claim the department does not help them locate patient charts, causing long wait times for patients. The clinic\'s physicians say they cannot assume additional tasks to alleviate the situation because their days are already chaotic.
Identify and discuss two improvement tools that you could use to identify possible reasons for the increase in complaints about the HIM department.
Explain two improvement tools that you would you use to gather data to confirm the reasons for the complaints about the HIM department.
You are the supervisor of the health information management (HIM) department in a large outpatient clinic. This department manages patient records. Complaints about your department are becoming more frequent and intense than in the past. Some clinic employees have complained that the HIM department takes too long to retrieve patient records. Others have expressed dismay over the rudeness of HIM staff. You decide to talk about these problems with employees throughout the clinic. The clinic\'s receptionists respond to you defensively. They tell you that the HIM staff won\'t answer the phone and that they want some backup when they are busy with patients. You talk to the HIM staff and find their stories are just as negative. They say they are being charged with more responsibilities but have no additional help. They also complain that the receptionists transfer calls that they should be handling. The clinic\'s nurses are also upset with the HIM staff; they claim the department does not help them locate patient charts, causing long wait times for patients. The clinic\'s physicians say they cannot assume additional tasks to alleviate the situation because their days are already chaotic.
Identify and discuss two improvement tools that you could use to identify possible reasons for the increase in complaints about the HIM department.
Explain two improvement tools that you would you use to gather data to confirm the reasons for the complaints about the HIM department.
aAns.i:From the above case study, it is understood that HIM department are loaded with works due to which they are stressed and irritated. The two improvements tools that can be applied in HIM department are:
1. Sub division of the department:If the division is subdivided in to two parts i.e. a. One who provides patient records and b. One who directly handles patients ,then it will become easy to handle work.
2. Job specification and description: Dividing work among the department leads to efficiency in overall performance. Every individual should be designated particular work so that they are clear about their duties and responsibilities. There should also be proper flow of work among the staffs working in the department.
Ans.ii.Improvemet tools that woul be used to gather data to confirm the reasons for the complaints about the HIM department.
a. Feedback from employees: They should take feedback from employees about HIM department through a feedback form. It has to be filled with no personal details enclosed of the person filling the form which helps in maintaining secrecy and the feedback is unbiased.
b.Monitoring: A team should be allocated to monitor the department closely and submit a detailed report about the HIM department.
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