Dedicated to scheduled medical care, where specialists conduct diagnoses and follow-ups with patients.It is included in the clinical processes. 

High level description #

Subprocesses #

Arrival of patients #

Upon arrival, patients may check in at the reception desk or use self-service kiosks. The check-in process typically includes patient identification, verification of scheduled appointments, and confirmation of personal and insurance details. Some systems may also involve completing pre-visit questionnaires or consent forms.

Activities and estimated duration #

Check-In

Enable patients to register at the hospital by providing personal information, scheduled appointment details, and insurance information if necessary. Approximately 5-10 minutes per patient.

Type of check-in

Decide the next step based on how the check-in was performed: whether it was at the reception desk or via a self-service kiosk. Instantaneous.

Reception Desk Check-In

Allow patients to register at the reception desk with the assistance of staff. Approximately 5-10 minutes per patient.

Self-Service Kiosk Check-In 

Enable patients to register via self-service kiosks without staff assistance. Approximately   3-5 minutes per patient.

Queuing process #

To minimize wait times and ensure that patients move efficiently through the various stages of their visit. This may include: chek-in, waiting area management, queue management for services.  

Activities and estimated duration #

Waiting Area Management

Effectively manage the waiting area to ensure patients are comfortable and well-attended while awaiting their turn for medical services. Approximately 10-15 minutes per patient.

Queue Management for Services

Manage queues efficiently to ensure patients are served in the appropriate order and medical services are provided in a timely and orderly manner. Approximately  5-10 minutes per patient.

Service Medical

Provide quality medical services to patients, addressing their health needs effectively and professionally. Approximately 20-30 minutes per patient.

reevaluation and Follow-up #

Patients may be reevaluated after initial tests or consultations, and follow-up appointments or additional services may be scheduled as necessary.

Activities and estimated duration #

Reevaluation

To assess the patient’s progress or the need for further medical attention. Approximately 15-20 minutes per patient.

Follow-up Appointment

To ensure that patients receive appropriate follow-up and any additional care required. Approximately 3-10 minutes per patient.

Post-visit  #

After the visit, patients may receive appointment reminders, notifications, or requests for feedback. This engagement is part of the ongoing care and quality improvement efforts.

Activities and estimated duration #

Send Appointment Reminders

Patients receive reminders about their upcoming appointments. This helps in reducing no-shows and ensures patients attend their appointments as scheduled. Approximately  10 minutes per patient.

Send Post-Visit Survey

Patients are sent surveys to gather feedback about their experience during the visit. This feedback is valuable for improving service quality and addressing any concerns or issues raised by patients. Approximately  5 minutes per patient.

Process Feedback

The feedback received from patients is processed and analyzed to identify areas for improvement. This may involve addressing specific issues raised by patients or implementing changes to enhance the overall patient experience. Approximately  15 minutes per patient.

Atributtes #

Staff #

• Reception staff.
• Technical support staff for maintenance.
• Patient care staff.
• Medical and nursing staff.
• Quality management staff.
• Administrative support staff.

Material #

• Registration forms.
• Computers.
• Printers.
• Self-service kiosks.
• Signage.
• Queue management boards.
• Queue management systems.
• Medical equipment.
• Medical supplies.
• Survey systems.

Method #

• Patient information registration and verification procedures.
• Patient information verification, appointment scheduling.
• Use of self-service kiosks.
• Organization of waiting areas, queue management.
• Queue and appointment management.
• Provision of medical services, treatments, examinations.
• Health assessment and follow-up.
• Scheduling follow-up appointments.
• Sending appointment reminders.
• Sending satisfaction surveys.
• Feedback analysis and decision-making.

Machine #

• Computers.
• Self-service kiosks.
• Medical equipment (e.g., diagnostic equipment, examination tables).
• Queue management systems.

Usual Loops #

Downloads #

BPMN graphs #

Download the collapsed BPMN diagram.

Download the expanded BPMN diagram.

Download all the data.

Use Case #

In this use case, there is an important difference on the number of the reception staff among the three hospitals. Only hospital 2 and 3 have a self-service-kiosk, which influences on different activity times and transitions.

The recommended software is the Inverbis Healthcare platform. 

Download the use case data.

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