"I'm a healthcare provider, what do I need a BPM solution for?"
By offering omni-channel patient journey management, as well as interactive communications between healthcare providers and patients through online electronic forms and video interactions, Q-nomy took the extra step that was needed. Q-nomy developed a full patient-centric BPM solution, which was introduced earlier this year as part of its Q-Flow version 6 platform.
But why do healthcare providers need a full patient-centric BPM solution? What kinds of business processes do they manage? The short answer is – lots. A more helpful answer would drill down to the tasks and processes that address the various patient-needs.
While treatment of a patient with a minor cut may involve just one visit to the nurse, some treatments require a complex flow of tasks, sub-processes and dependencies to be orchestrated to achieve an optimal outcome.
Let's take for example a chemotherapy treatment administered at an oncology day care facility. The patient usually needs just one visit to the clinic per treatment session, but in order for this one visit to be effective, it relies on a number of processes: a treatment plan must be in place that optimally spaces treatment sessions and doctor checkups; visit prerequisites must be met for each session before treatment is administered; the pharmacy needs to prepare and send the planned dose to the clinic at the right time and the nurse must be able to approve or decline treatment based on the completion of these tasks.
This example should convince all (even skeptics!) that healthcare provision relies on BPM. Now let's see how Q-Flow can optimize this and hundreds of other patient-centric workflows:
Step 1 - Treatment plan
Using Q-Flow's advanced scheduling software to set up complex and event-driven appointments, the schedule coordinator schedules for the patient the appropriate treatment plan. If changes are made, the software adjusts and updates the treatment plan automatically.
Step 2 – the visit
When arriving at the clinic, patients can check-in and identify themselves using self-service kiosks. Prompting a patient with questions can be used to determine the visit flow: the patient can be routed directly to the treatment room waiting area or to examination rooms per the patient’s response to the questions.
Step 3 – process split
Now the workflow is split to 2 sub-processes – While the patient either waits for the chemotherapy session, or is headed to a lab or examination room as necessary), an ERP process is initiated and the dose is prepared and delivered by the pharmacy. Both processes are monitored by Q-Flow to ensure optimal SLA.
Step 4 – Lab results
The sub processes are again combined when an HL7 message arrives and the nurse can promote the patient to the next stage, either for treatment or for a physician check-up.
Throughout these steps Q-Flow sends to the patient relevant communications, thus keeping the patient current about the progress of the process, and when needed directing the patient to the right place, while managing waiting-room capacity and optimizing all required resources, including treatment seats.
As you can see, Q-nomy's patient-centric BPM for healthcare providers gives an easy answer to a tough question: How do I optimize care processes and let the medical and administrative staff focus on the patient and not on menial tasks?
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