Patient flow is the movement of patients through a doctor\u2019s office, hospital, or health system in an easy, seamless, and efficient manner. Patient flow represents every touch point during the patient visit experience, from arrival to departure. It encompasses everything from patients arriving at the facility to checking out at the reception desk. When patient-flow strategies work, patients move from check-in to check-out in a way that maintains the quality of care and improves patient experience.<\/p>\n
Why is patient flow important?<\/strong><\/h2>\nImproving patient flow can increase patient satisfaction, improve the efficiency of a medical practice, and drive revenue. In fact, according to a January 2011 study in the journal Health Affairs<\/em><\/a>, patient-flow strategies can be used to manage fluctuations in demand, reduce costs, and boost\u00a0revenue.<\/p>\nPatient flow ensures that practices operate at full capacity, doctors optimize time with patients, and time-wasting processes are minimized.<\/p>\n
When patients can easily locate and navigate a practice, see a doctor without waiting long, and generally have a positive experience, you can expect results. Their satisfaction, engagement, and retention rates will improve.<\/p>\n
Who should take the lead on patient flow? <\/strong><\/h2>\nAll staff members must be accountable for patient flow, whether they\u2019re doctors, administrative employees, medical assistants, or healthcare executives. In a hospital setting, patient flow should be owned by the COO, CNO, or clinical integration officer. In a doctor\u2019s office, a practice administrator ideally manages patient flow.
\n<\/strong><\/p>\nHow to make patient flow more efficient<\/strong><\/h2>\nPatient flow doesn\u2019t have to be time-consuming or costly. These 5 easy patient flow strategies can be implemented by any doctor\u2019s office or healthcare system.<\/p>\n
1. Make it easy<\/strong><\/h3>\nWhen location, parking,\u00a0and accessibility within the medical facility are sources of frustration for patients, patient flow suffers. If parking spots are hard to come by, patients may be late for appointments, thereby affecting swift patient flow. And, if they don’t show up at all because they can’t find parking, it affects revenue.<\/p>\n
Make sure signs in the parking lot, lobby, and office building are easy to understand so that patients can find the right building, floor, and office. If you\u2019re considering a new location, choose an office with ample space so that elderly, injured, and disabled patients can be dropped off at the entrance.<\/p>\n
2. Direct traffic<\/strong><\/h3>\nWhen patients cross paths with one another \u2014 while checking in and checking out, for instance \u2014 it can increase patient frustration and reduce patient flow.\u00a0Have separate check-in and check-out areas. Or consider creating areas based on appointment type. Patients visiting your office for a routine physical, for instance, could take a different path to and from exam rooms than patients who are sick or coming in for long-term treatments.<\/p>\n
Implementing a well-designed strategy for organizing patients in the waiting room, and determining where they’re placed in exam\u00a0rooms, can help reduce patient wait times and improve efficiency.\u00a0According to a September 2014 study in the journal Pain Medicine<\/em><\/a>, when trainees at John Hopkins Outpatient Center were assigned cases the day before patient visits, and then reviewed their cases with attending physicians, patient wait time, flow time, and clinical session duration all decreased.<\/p>\n3. Prioritize scheduling<\/strong><\/h3>\nLong wait times aren’t good for your patients or your practice. When designing your appointment schedule, avoid over-booking providers and consider the number of exam rooms a provider can handle at once. Extra \u201cswing rooms,\u201d which can be used by several doctors, can keep your practice running on schedule when demand is high or a visit takes longer than expected.<\/p>\n
4. Have a home base<\/strong><\/h3>\n
Patient flow ensures that practices operate at full capacity, doctors optimize time with patients, and time-wasting processes are minimized.<\/p>\n
When patients can easily locate and navigate a practice, see a doctor without waiting long, and generally have a positive experience, you can expect results. Their satisfaction, engagement, and retention rates will improve.<\/p>\n
Who should take the lead on patient flow? <\/strong><\/h2>\nAll staff members must be accountable for patient flow, whether they\u2019re doctors, administrative employees, medical assistants, or healthcare executives. In a hospital setting, patient flow should be owned by the COO, CNO, or clinical integration officer. In a doctor\u2019s office, a practice administrator ideally manages patient flow.
\n<\/strong><\/p>\nHow to make patient flow more efficient<\/strong><\/h2>\nPatient flow doesn\u2019t have to be time-consuming or costly. These 5 easy patient flow strategies can be implemented by any doctor\u2019s office or healthcare system.<\/p>\n
1. Make it easy<\/strong><\/h3>\nWhen location, parking,\u00a0and accessibility within the medical facility are sources of frustration for patients, patient flow suffers. If parking spots are hard to come by, patients may be late for appointments, thereby affecting swift patient flow. And, if they don’t show up at all because they can’t find parking, it affects revenue.<\/p>\n
Make sure signs in the parking lot, lobby, and office building are easy to understand so that patients can find the right building, floor, and office. If you\u2019re considering a new location, choose an office with ample space so that elderly, injured, and disabled patients can be dropped off at the entrance.<\/p>\n
2. Direct traffic<\/strong><\/h3>\nWhen patients cross paths with one another \u2014 while checking in and checking out, for instance \u2014 it can increase patient frustration and reduce patient flow.\u00a0Have separate check-in and check-out areas. Or consider creating areas based on appointment type. Patients visiting your office for a routine physical, for instance, could take a different path to and from exam rooms than patients who are sick or coming in for long-term treatments.<\/p>\n
Implementing a well-designed strategy for organizing patients in the waiting room, and determining where they’re placed in exam\u00a0rooms, can help reduce patient wait times and improve efficiency.\u00a0According to a September 2014 study in the journal Pain Medicine<\/em><\/a>, when trainees at John Hopkins Outpatient Center were assigned cases the day before patient visits, and then reviewed their cases with attending physicians, patient wait time, flow time, and clinical session duration all decreased.<\/p>\n3. Prioritize scheduling<\/strong><\/h3>\nLong wait times aren’t good for your patients or your practice. When designing your appointment schedule, avoid over-booking providers and consider the number of exam rooms a provider can handle at once. Extra \u201cswing rooms,\u201d which can be used by several doctors, can keep your practice running on schedule when demand is high or a visit takes longer than expected.<\/p>\n
4. Have a home base<\/strong><\/h3>\n
\n<\/strong><\/p>\n
How to make patient flow more efficient<\/strong><\/h2>\nPatient flow doesn\u2019t have to be time-consuming or costly. These 5 easy patient flow strategies can be implemented by any doctor\u2019s office or healthcare system.<\/p>\n
1. Make it easy<\/strong><\/h3>\nWhen location, parking,\u00a0and accessibility within the medical facility are sources of frustration for patients, patient flow suffers. If parking spots are hard to come by, patients may be late for appointments, thereby affecting swift patient flow. And, if they don’t show up at all because they can’t find parking, it affects revenue.<\/p>\n
Make sure signs in the parking lot, lobby, and office building are easy to understand so that patients can find the right building, floor, and office. If you\u2019re considering a new location, choose an office with ample space so that elderly, injured, and disabled patients can be dropped off at the entrance.<\/p>\n
2. Direct traffic<\/strong><\/h3>\nWhen patients cross paths with one another \u2014 while checking in and checking out, for instance \u2014 it can increase patient frustration and reduce patient flow.\u00a0Have separate check-in and check-out areas. Or consider creating areas based on appointment type. Patients visiting your office for a routine physical, for instance, could take a different path to and from exam rooms than patients who are sick or coming in for long-term treatments.<\/p>\n
Implementing a well-designed strategy for organizing patients in the waiting room, and determining where they’re placed in exam\u00a0rooms, can help reduce patient wait times and improve efficiency.\u00a0According to a September 2014 study in the journal Pain Medicine<\/em><\/a>, when trainees at John Hopkins Outpatient Center were assigned cases the day before patient visits, and then reviewed their cases with attending physicians, patient wait time, flow time, and clinical session duration all decreased.<\/p>\n3. Prioritize scheduling<\/strong><\/h3>\nLong wait times aren’t good for your patients or your practice. When designing your appointment schedule, avoid over-booking providers and consider the number of exam rooms a provider can handle at once. Extra \u201cswing rooms,\u201d which can be used by several doctors, can keep your practice running on schedule when demand is high or a visit takes longer than expected.<\/p>\n
4. Have a home base<\/strong><\/h3>\n
When location, parking,\u00a0and accessibility within the medical facility are sources of frustration for patients, patient flow suffers. If parking spots are hard to come by, patients may be late for appointments, thereby affecting swift patient flow. And, if they don’t show up at all because they can’t find parking, it affects revenue.<\/p>\n
Make sure signs in the parking lot, lobby, and office building are easy to understand so that patients can find the right building, floor, and office. If you\u2019re considering a new location, choose an office with ample space so that elderly, injured, and disabled patients can be dropped off at the entrance.<\/p>\n
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