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Managing Wait Time for Fixes and Enhancements
Bellin Health System

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.

Created in partnership with Bellin Health System

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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These perspectives are shared to facilitate better collaboration and communication between members of the Arch Collaborative. We encourage organizations to thoughtfully adjust their current operations based on their own experience, the findings of this research, and other complementary sources of information.

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Arch Collaborative case studies are focused on highlighting success that Collaborative participants achieve with or through healthcare technology. They are meant to briefly advertise member success and act as starting points for ongoing communication and collaboration between member organizations.

Case studies are typically published when (1) a verified outcome is recorded (and often verified through the Collaborative survey) and (2) the approach or steps to achieving that outcome aren’t commonly known and would be helpful to other organizations.

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