Clinic Speeds Up Care, Slashes Patient Waits

A modest sized clinic tied to a hospital system was able to achieve such dramatic results in Houston that it made front page news in the Houston Chronicle. This case study is a reprint of the article. We thank reporter Leigh Hopper for her accurate depiction of this clinic's work.

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Small Office Redesign

Small Office Redesign is optimized for sites with 20 staff or less. Using the Coleman Associates Team Selection methodology, you will be led to select a small team of four superb reengineers from within your own staff.

Because we know that small offices have limited resources and different needs from larger sites, this redesign program is specially tailored for you. Our Patient Visit Redesign™ trainers and coaches work with staff to transform the patient experience. All levels of staff are involved in the redesign process.

Over three months, two Learning Sessions are conducted which all team members are required to attend. Learning Session One is 1.5 days in length, while Learning Session Two is one day long. The first Learning Session is followed by an eight-week Action Period when the team applies concepts learned in the training session. The program includes a very strong coaching component throughout the entire process.

The redesign team is relieved of their regular duties for six hours per week, so they can test the new redesign model. (Some of the "offline" time is spent seeing patients during tests of the new redesign model, which typically proves more productive than the current process.)

In the smallest sites (ten staff members or less) the whole staff is engaged in the redesign effort. Working side by side every day, the team hones the model, integrating improvements seamlessly. This is a smooth and efficient way to develop a model.

Once you have made the decision to engage in a Small Office Redesign Program, here's what happens:

• The Coleman Associates trainer sends the Coleman Associates Team Selection Advisory to your top manager. The trainer collaborates with management to select the best possible team. In sites of ten people or less, the whole staff is the redesign team.
• The trainer sends the team the Coleman Associates Step.by.Step Guide for Learning Session One. Preparation for LS1 includes conducting patient visit trackings and mappings and collecting baseline data. It takes the team up to four weeks to complete this work.
• Learning Session One. The team discovers the deficiencies within current processes and how to redesign them in a 1.5-day training session.
• Action Period One. During this eight-week period, the team is actively coached through Rapid Redesign Tests (RRTs) via email and conference calls. Team members meet and run RRTs six hours weekly.
• Learning Session Two. The team prepares to implement and sustain the redesigned process, during this one-day training session.

The price of this three-month program is $10,900 including travel and materials.

What Small Office Redesign Program participants have said:

• "I enjoyed the enthusiasm from Team Venus [the Coleman Associates Training Team]. I left motivated to change the clinic to meet the needs of our clients."
• "A lot of information was given and shared in the short time allotted. It was time efficiently used."
• "I learned a lot of new things about how processes can be made better. It reinforced my belief that patients are the most important part of what we do."
• "What I liked best was the knowledge of the trainer. As I thought of a question or concern, the trainer answered it."
• "I learned a lot about myself personally and professionally. I feel I really grew and found my strengths and weaknesses. Thank you."
• "It brought me to another dimension to see things more clearly. It was as if a third eye grew on me."

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