Scheduling System Optimization Project Chater Draft 04 13 11
- 1. Scheduling System Optimization Project St. Joseph’s Hospital Family Medicine Residency Program Project Charter Mariana Sabeva Graduate Student - Intern Masters of Health Sector Management W. P. Carey School of Business Arizona State University Faculty Advisor: Marjorie Baldwin, PhD Site Supervisor: Robert Garcia, MD Associate Director, St. Joseph’s Family Medicine Residency Program
- 2. Scheduling System Optimization Project – Project Charter Table of Contents 1. Executive Summary ............................................................................................................................................ 3 2. Project Overview ................................................................................................................................................. 4 A. Problem/Opportunity Statement .................................................................................................................... 4 B. Business Objectives and Goals ..................................................................................................................... 4 C. Project Description......................................................................................................................................... 4 D. Scope ............................................................................................................................................................. 5 E. Timeline ......................................................................................................................................................... 5 F. Benefits .......................................................................................................................................................... 5 3. Project Organization ........................................................................................................................................... 6 A. Organizational Structure .............................................................................................................................. 66 B. Project Roles and Phase End Approvers ...................................................................................................... 6 4. Major Assumptions, Risks and Dependencies ................................................................................................ 7 Project Charter v 1.0 Prepared by Mariana Sabeva Page 2 of 7
- 3. Scheduling System Optimization Project – Project Charter 1. Executive Summary Starting on March 7, 2011 my internship project will take place at Peppertree Family Practice Center, St. Joseph Hospital. I will work under the supervision of the medical director Robert Garcia, MD. The goal of the project I will lead is to evaluate patient satisfaction with the process of scheduling appointments at the clinic. Dr. Garcia wants to apply for National Committee for Quality Assurance (NCQA) Medical Home Certification and one of the requirements is to measure the patient satisfaction with the appointment scheduling. At present they don’t know where they fall. Eventual patient dissatisfaction with the scheduling process could be related to: 1) The automated phone system; 2) Front office staff; 3) Availability of physicians; 4) The current “partial access” system; In order to manage risks, issues and dependencies, this project will have a multi-step approach. The intern will need the support of the site supervisor - Dr. Garcia and the case manager – Nida Torres to be successful with completing the goals and objectives that have been set. The key benefits to for this project include: Find the reasons why patients are not seen in a timely manner Make suggestions for improvements in the scheduling system area Project Charter v 1.0 Prepared by Mariana Sabeva Page 3 of 7
- 4. Scheduling System Optimization Project – Project Charter 2. Project Overview A. Problem/Opportunity Statement Dr. Garcia is aware of the problem of patients not to be seen in a timely manner. The guiding principles of the project will be: Find reasons for the problem Investigate other Phoenix area based Family Medicine Residency programs to assess effectiveness of “open-access” scheduling system on their programs Perform a literature search to assess effectiveness and feasibility of implementation of an “open-access” system at St. Joseph’s Family Medicine Residency program B. Business Objectives and Goals Business Objective Business Goal Project Measure of Success Find reasons why patients are not be Make suggestions in that area. 25% increase of customer seen in a timely manner satisfaction C. Project Description The objective of the Scheduling System Optimization project is to find out what are the reasons for the inability of patients to be seen in a timely manner. In addition the intern will make suggestions to make improvement in the area of the scheduling system. Define phase - the internship coordinator, Dr. C.J. O’Connor will meet with St. Joseph’s Family Medicine Residency Program representative and define the site supervisor and the business need. Analyze phase – the intern will finalize the project charter and present it to project stakeholders for approval. “Afterwards the intern will start working toward the project goals. Summarize findings – the intern will summarize the findings of the problem investigation and will prepare findings report. In addition, if there is a need PowerPoint presentation could be prepared also to summarize the findings report. Make suggestions – Based on the findings results and literature review the intern will make to the best of her knowledge suggestions to make improvements in the area of appointment scheduling system. Project Wrap-up – The intern will review the project and prepare a summary report with lessons learned and will get feedback from project stakeholders. Project Charter v 1.0 Prepared by Mariana Sabeva Page 4 of 7
- 5. Scheduling System Optimization Project – Project Charter D. Scope 1) In-Scope a) Project Scope The current effort for the project is to find out reasons for the inability of patients to be seen in a timely manner The project will: Summarize reasons for the problem Investigate and research other Phoenix area based Family Medicine Residency programs and their experience with “open-access” scheduling system Perform a literature search to assess effectiveness and feasibility of implementation of an “open-access” system at St. Joseph’s Family Medicine Residency program b) Organizational Scope St. Joseph’s Family Medicine Residency Program 2) Out of Scope a) Project Scope Post-implementation survey – administration, results analysis NCQA Patient Centered Medical Home Certification compliance b) Organizational Scope Other Family Medicine Residency Programs E. Timeline 1) Key Business Dates Target Completion is end of May. 2) High Level Schedule Overall Project Timeline – Using World Date Format Project Framework Estimated Estimated Phase Start Date End Date Define 02/22/2011 03/07/2011 Analyze 03/10/2011 05/27/2011 Summarize Findings 05/28/2011 06/27/2011 Make Suggestions 06/28/2011 07/08/2011 Project Wrap-up 06/28/2011 07/15/2011 F. Benefits 1) Expected Benefits Find the reasons why patients are not seen in a timely manner. Help to formulate suggestions to make improvement in the scheduling system. Project Charter v 1.0 Prepared by Mariana Sabeva Page 5 of 7
- 6. Scheduling System Optimization Project – Project Charter 3. Project Organization A. Organizational Structure Stakeholders Organization Role Dr. M. Baldwin W.P. Carey Graduate School of Faculty Advisor Business, MHSM Dr. R. Garcia St. Joseph’s Family Medicine Site Supervisor Residency Program Dr. C.J. O’Connor W.P. Carey Graduate School of Internship Coordinator Business, MHSM B. Project Roles and Phase End Approvers Name Dept Project Role Define Analyze Summarize Make Project Phase Phase Findings Suggestions Wrap-up Phase Phase Phase Dr. M. Baldwin W.P. Carey, x x x x x MHSM Faculty Advisor Dr. R. Garcia St. Joseph’s x x x x x Family Medicine Site Supervisor Residency Program Nida Torres, RN St. Joseph’s x x Family Subject Matter Medicine Expert Residency Program Project Charter v 1.0 Prepared by Mariana Sabeva Page 6 of 7
- 7. Scheduling System Optimization Project – Project Charter 4. Major Assumptions, Risks and Dependencies Type Assumptions/ Mitigation/Contingency Mechanisms Risks/Dependencies People Support of the graduate They are signers on this project and will student at the internship site is be informed in the weekly status key to the success of this communication via email. project The project is completed on There is project schedule which will be time signed and agreed upon project start. Only deliverables existing in Scope will be signed and reviewed from the project charter will be major project stakeholders. delivered upon project completion Project Charter v 1.0 Prepared by Mariana Sabeva Page 7 of 7