Managing Wait Time for Fixes and Enhancements
Bellin Health developed a ticket system that accounts for different types of requests and keeps the end user in the loop.
Publish Date: 03/03/2023
| Cost to Implement: | $$ - Budgeted Cost |
| Time to Implement: | 0–6 months |
Program Goals
- Create a ticketing system that improves efficiency and allows clinicians to keep tabs on their requests
Organizational Outcomes
- Providers 96th percentile for agreement that fixes are timely
- Nurses 99th percentile for agreement that fixes are timely
Collaborative-Verified Best Practices
- Clinician Efficiency and Personalization
- Shared ownership and governance
Keys to Success
- Keep end users in the loop as requests go through the review process
- Have a specific process for different types of requests
- Expedite quick fixes to keep requests from getting stuck
- Be very clear about the problem being solved and what being done looks like to be more efficient with more complex requests
What Bellin Health Did
At Bellin Health, requests submitted to fix or enhance the EHR go through specific processes that include reporting back to the requester to help manage wait time.
How Bellin Health Did It
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Topics
Shared Ownership and GovernanceReader Responsibility
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