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Analysis of Front Desk Processes at the Vanderbilt Cancer Center

This project analyzes front desk processes at Vanderbilt-Ingram Cancer Center to enhance patient experience and efficiency. Tasks include observing patient flow, generating flowcharts, timed-studies, patient surveys, and proposing improvement suggestions. Identified issues include long waiting times, insurance delays, additional labs/tests, and scheduling challenges. Future work entails observing check-in/check-out processes, creating flowcharts, and conducting problem-solving surveys to optimize patient care.

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Analysis of Front Desk Processes at the Vanderbilt Cancer Center

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  1. Analysis of Front Desk Processes at the Vanderbilt Cancer Center Rasheeda Stephens Advisor: Doris Quinn, Ph.D.

  2. Vanderbilt-Ingram Cancer Center • The VICC MissionThe Vanderbilt-Ingram Cancer Center is committed to assembling the best and brightest scientists, clinicians, and caregivers to lead the ongoing effort to alleviate suffering from cancer through pioneering research, compassionate care, and prevention.

  3. Quality of Patient Care • Significant Factors: • Treatment • Costs • Access

  4. Project Goal To improve front desk processes so patients are seen at their appointment time.

  5. Project Objectives • Observe Patient Flow and Personnel • Generate Flow-charts of Front Desk Procedures

  6. Project Objectives • Perform Timed-Study • Survey Patients • Make Suggestions For Improvement

  7. Problems at the Front Desk • Long Waiting Time • Insurance Delays • Additional Labs/Tests • Scheduling Method

  8. Current Status • Observe Patient Scheduling/Check-in

  9. Future Work • Observe Patient Check-in/Check-out • Create Preliminary Flowchart

  10. Problem-Solving • Survey Patient Care Specialists? • Stopwatch

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