University Health Services: Walk-in Clinic

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University Health Services: Walk-In Clinic
Evaluation of The Triage System Implementation
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Background and Introduction
It had been 1 year after University Health Services (UHS) of Harvard implemented the triage system to improve its quality of service. During pre-triage system, the clinic got a lot of complaint from its patients mainly about the waiting time between sign-in and treatment as some patients (22%) had to wait more than 35 minutes to make first consultation with a nurse. In some cases, patients had to spent more than 55 minutes just to wait for a prescription renewal. Additionally, it was also reported that some patients cancelled their visits to the click due to long expected wait. Patients described the Walk-In Clinic as cold, inefficient and impersonal. Although the last statement could be debatable as the walk-in clinic is not intended as a personal and exclusive health services.
Service evaluation identified that some procedures in pre-triage had contributed to the bottleneck and duplicate services which had caused longer waiting time for the patients. It was Kathryn Angell who was hired as assistant director for ambulatory care at the UHS proposed the triage system in order to improve the performance of the clinic in providing services for its patients. Some changes were made to better manage the service quality including to deploy two triage coordinators (selected from highly experienced registered nurses) who would determine the patient needs. The triage system was defined as “the preliminary evaluation and referral of patients to the necessary health resource, based on decision about the nature of the patients’ problem and knowledge of the priorities and capabilities of the available health care resources”.
After one years the implementation of the triage system, Kathryn wants to conduct…...

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