Capítulo 7 Process Analysis at Arnold Palmer Hospital
Summary
TLDRThe Arnold Palmer Hospital in Orlando, Florida, emphasizes continuous process improvement, focusing on labor and delivery processes. Utilizing tools like process flow charts, the hospital meticulously tracks and analyzes the journey of maternity patients from admission to discharge. This systematic approach, which includes pre-registration, triage, labor, and potential complications, ensures efficient service delivery and resource management. The hospital's dedication to process analysis and design is critical for enhancing organizational productivity and patient care.
Takeaways
- 🔄 Continuous improvement is essential for organizational productivity and is an ongoing process.
- 📈 Process analysis tools like flowcharts help managers understand and improve processes.
- 🏥 Arnold Palmer Hospital in Orlando uses process flow charts to improve various hospital processes.
- 🤰 The hospital focuses on labor and delivery processes, analyzing the flow of maternity patients and their paperwork.
- 📝 Registration and admitting paperwork is crucial for tracking and charging processes and materials used.
- 👶 If a baby is not yet born, the hospital uses a series of steps to assess and prepare for delivery.
- 🚫 If a patient is not ready for delivery, they may be sent home or asked to walk around to encourage progress.
- 🤗 The hospital's process design aims to improve service productivity and patient experience.
- 🌟 A global focus and common goals for continual process improvement are emphasized as keys to organizational success.
- 🛠 Process analysis tools, including time function mapping and service blueprints, are critical for organizational improvement.
Q & A
What is the significance of continuous improvement in organizational productivity?
-Continuous improvement is critical to organizational productivity as it is an ongoing process that helps organizations to increase efficiency and effectiveness, whether they are process-focused or product-focused.
What are flowcharts and how do they aid in process analysis?
-Flowcharts are graphical techniques and tools that visually represent processes. They help managers understand each process and provide insights on how to improve them.
What is the difference between process-focused and product-focused strategies in operations management?
-Process-focused strategies are used in low volume, high variety job shops and focus on optimizing the process itself. Product-focused strategies are used by high volume, low variety organizations and concentrate on the product's lifecycle and its associated processes.
Can you describe the process flow chart used by Arnold Palmer Hospital?
-The process flow chart used by Arnold Palmer Hospital is a tool that visually maps out the steps of a process, such as labor and delivery, to identify areas for improvement and efficiency gains.
How does Arnold Palmer Hospital handle maternity patients with immediate birth?
-For maternity patients with immediate birth, the mother and baby are taken by elevator to a special floor, registered and admitted at bedside, with paperwork entered into the hospital's computer system.
What is the role of barcodes and wristbands in tracking maternity patients at Arnold Palmer Hospital?
-Barcodes and wristbands are created to correctly track the mother, baby, and items used throughout the inpatient stay, ensuring accurate charging and tracking of processes and materials.
How does the hospital manage patients who are not ready for delivery?
-If a patient is not ready for delivery, such as experiencing false labor pains or contractions not being close enough, they may be sent home or asked to walk around the hospital grounds to encourage progress and return at a prescribed time.
What steps are taken when there are complications with the mother during labor and delivery?
-In case of complications, the mother is taken to an operating room or intensive care unit, and from there, she goes back to a mother-baby care room upon stabilization.
How does the hospital handle the discharge process for mothers and babies?
-When mother and baby are ready for discharge, they are taken by wheelchair to the exit for pickup. The computerized documents comprising the patient's record of stay are transferred to the billing department for completion and submission.
Why is it important for organizations to have a global focus on continuous process improvement?
-A global focus on continuous process improvement ensures that organizations have common goals and objectives, which helps prioritize areas for improvement and ultimately leads to success.
What are some of the process analysis and design tools described in the script?
-The script describes various process analysis and design tools such as traditional flowcharts, value stream mapping, time function mapping, process charts, and service blueprints.
Outlines
📈 Continuous Improvement in Healthcare: Arnold Palmer Hospital's Process Analysis
This paragraph discusses the importance of continuous improvement in organizational productivity, emphasizing that it is an ongoing process applicable to various strategies. It introduces the use of flowcharts and other tools for process analysis, which are crucial for operations management aiming to enhance organizational processes. The paragraph uses Arnold Palmer Hospital in Orlando, Florida, as a case study to illustrate how process analysis is conducted, focusing on labor and delivery processes. The hospital employs process flow charts to track and improve activities such as room turnaround time, admissions, inventory, and food service delivery. The detailed process flow for maternity patients, from check-in to discharge, is outlined, including steps for registration, triage, labor and delivery, and post-birth care. The use of barcodes and wristbands for tracking is also highlighted.
💼 Prioritizing Process Improvement for Organizational Success
The second paragraph delves into the strategic approach to process improvement, suggesting that organizations need to have a global focus and shared goals for continuous enhancement. It stresses the importance of prioritization, as it's not feasible to focus on everything. The paragraph reiterates the significance of process analysis tools, which are critical for understanding and improving organizational operations. Arnold Palmer Hospital is again used as an example, demonstrating how it produces numerous flowcharts to study and enhance its operations. The paragraph concludes by emphasizing the long-standing and varied nature of process tools, which are essential for managerial understanding and improvement of organizational processes.
Mindmap
Keywords
💡Continuous Improvement
💡Process Analysis
💡Flowcharts
💡Value Stream Mapping
💡Time Function Mapping
💡Process Charts
💡Service Blueprinting
💡Labor and Delivery
💡Barcodes and Wristbands
💡Computerized Paperwork
💡Billing Department
Highlights
Continuous improvement is essential for organizational productivity.
Process improvement strategies can be process-focused or product-focused.
Understanding and analyzing actual processes can lead to significant efficiency gains.
Flowcharts are graphical tools developed for process analysis.
Traditional flowcharts show processes with annotated boxes and interconnected lines.
Value stream mapping adds customers and suppliers to traditional flowcharts.
Time function mapping includes time on the horizontal axis of a flow diagram.
Process charts use symbols to map the flow of people or materials.
Service blueprinting focuses on customer interaction with service organizations.
Arnold Palmer Hospital in Orlando, Florida emphasizes continuous process improvement.
Process flow charts are used to analyze labor and delivery processes at Arnold Palmer Hospital.
Hundreds of processes are charted to improve activities like room turnaround time and food service delivery.
The hospital examines the flow of maternity patients and their paperwork from entry to discharge.
Process flow includes steps from check-in to discharge, with considerations for pre-registration and complications.
Barcodes and wristbands are used for tracking mother, baby, and items used during the stay.
The hospital's process design aims to improve service productivity.
Organizations should have a global focus and common goals for continual process improvement.
Process analysis tools are critical for understanding and improving organizational processes.
Arnold Palmer Hospital produces numerous flowcharts to study and improve hospital operations.
Transcripts
continuous improvement is critical to
organizations productivity improvement
is an ongoing process whether the
strategy is process focused as found in
low volume high variety job shops or
product focused as used by high volume
low variety organizations understanding
and analyzing actual processes can lead
to significant efficiency gains as part
of operations management's ongoing
effort to improve organizational
processes a number of graphical
techniques and tools referred to as
flowcharts have been developed to aid
process analysis these graphics help
managers make sense of each process and
ultimately provide insight about how the
process can be improved
among these tools are traditional flow
charts which show a process with
annotated boxes and interconnected lines
value stream mapping similar to
traditional flow charts but adds
customers and suppliers time function
mapping a flow diagram with time added
on the horizontal axis process charts
which use symbols to map the flow of
people or materials and service
blueprinting which focuses on the
customer and interaction with the
customer service organizations also
require process strategies in this video
we'll see how Arnold Palmer Hospital in
Orlando Florida performs process
analysis as part of its emphasis on
continuous process improvement by
looking at a key process labor and
delivery one of the tools the hospital
uses to analyze its processes is the
process flow chart like the one shown
here
hundreds of processes are charted by
hospital staff to help improve such
activities as vacated room turnaround
time admissions inventory and delivery
of food service lately the hospital has
been examining the flow of maternity
patients and their paperwork from the
moment they enter the hospital until
they are discharged
hopefully with their healthy baby a day
or two later the flow of maternity
patients follows these steps first the
mother-to-be enters Arnold Palmer
hospital's labor and delivery check-in
desk entrants like Tasha here if the
baby has been born in route or birth is
eminent as in the case with Sheena the
mother and baby are immediately taken by
elevator to a special floor and
registered and admitted at bedside the
paperwork from registration and
admitting is entered into the hospital's
computer system so that processes and
materials used can be charged to the
account as they are incurred barcodes
and wristbands are created so that
mother baby and items used can be
correctly tracked throughout the
inpatient stay if the baby is not yet
born as with Shannon the front desk
checks to see if she is pre registered
most are registered by the 28 to 30 week
pregnancy point but if she's not she has
taken to the registration office on the
first floor if she has already
registered prior to arrival she goes
directly to the labor and delivery
triage department on the 8th floor for
assessment if she is ready to deliver
she moves to a special labor and
delivery room on the second floor until
the baby is born if she is not ready for
example she experienced false labor
pains or there are no contractions
she'll be sent home to return on a later
date if her contractions aren't quite
close enough as with Celeste she will be
asked to walk around the hospital
grounds to encourage progress and then
we'll return to labor and delivery
triage on a prescribed time
at the nursing station here the staff is
able to access the patient's records
which have followed her to this floor if
there are complications with the mother
as with Carla she goes to an operating
room or intensive care unit from there
she goes back to a mother baby care room
upon stabilization complications where
the baby may result in a stay in the
neonatal intensive care unit before
transferred to the baby nursery near the
mother's room the computerized paperwork
is updated by the staff working in this
area as needed when mother and baby are
ready to be discharged they're taken by
wheelchair to the exit for pickup to
travel home the computerized documents
comprising the patient's record of stay
are transferred to the billing
department for completion and submission
to the appropriate parties for payment
as you can see the Arnold Palmer
Hospital has paid close attention to the
design of its processes to improve its
service productivity I think it's
important in any organization to have a
global focus and a common bond common
goals and objectives for continual
process improvement you can't possibly
focus on everything and you have to
determine what the priorities for your
specific organization are in 10 you'll
eat rye to improve in whatever those
particular areas are I think that is
ultimately going to be the success in
any organization the tools of process
analysis and design that we describe in
this chapter are critical to every
organization flowcharts by the dozens
are produced at Arnold Palmer Hospital
to study and improve every aspect of how
the hospital runs the process tools help
a manager understand what's going on and
how to improve it various versions of
process tools including time function
mapping process charts and service
blueprints have been around a long time
and are described in this chapter of
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