Case Study, due sunday morning by 11AM. No plagerism and must be able to follow the steps accordingly.

11/29/2015 IFSM 305 – Case Study Page | 1

UMUC Family Clinic Case Study

In 1980, the UMUC Family Clinic was opened in a growing family area near UMUC, Maryland, by Dr. Tom
Martin, a University of Maryland graduate after he retired from the US Navy. It is a small internal

medicine medical practice. Dr. Martin has been the owner and manager of the medical practice. He has

two nurses, Vivian and Manuella, to help him. Usually, one nurse takes care of the front desk while the
other nurse assists the doctor during the patient visits. They rotate duties each day. Front desk duties

include all administrative work from answering the phone, scheduling appointments, taking prescription
refill requests, billing, faxing, etc. So if on Monday Vivian is helping the doctor, then it is Manuella who

takes care of the front desk and all office work. The two nurses are constantly busy and running around

and patients are now accustomed to a minimum 1-2 hour wait before being seen. And, if one nurse is
absent, the situation is even worse in the clinic. The clinic has three examination rooms so the owner is

now looking into bringing a new physician or nurse practitioner on board. This would help him grow his
practice, provide better service to his patients, and maybe reduce the patients’ waiting time. Dr. Martin

knows that this will increase the administrative overhead and the two nurses will not be able to manage
any additional administrative work. He faces several challenges and cannot afford to hire any additional

staff, so Dr. Martin has to optimize his administrative and clinical operations. The practice is barely

covering the expenses and salaries at the moment.

Dr. Martin’s practice operation is all paper-based with paper medical records filling his front office
shelves. The only software the doctor has on his front office computer is a stand-alone appointment

scheduling system. Even billing insurance companies is done in a quasi-manual way. For billing

insurance, the front office nurse has to fax all the needed documentation to a third party medical billing
company at the end of the day. The medical billing company then submits the claim to the insurance

company and bills the patient. The clinic checks the status of the claims by logging into the medical
billing system, through a login that the medical billing company has provided the clinic to access its

account. There is no billing software installed at the practice, but the nurses open Internet Explorer to

the URL of the medical billing company and then use the login provided by the third party medical billing
company. Of course, the medical billing company takes a percentage of the amount that the clinic is

reimbursed by the insurance. Although the medical practice

Case Study, Stage 1: Process Analysis

Before you begin this assignment, be sure you have read the “UMUC Family Clinic Case Study” and your Week 1 and Week 2 readings, which discuss Electronic Health Record (EHR) functionality and Process Workflow Analysis and Mapping.

Purpose of this Assignment

This assignment gives you the opportunity to apply your analysis skills to model a health care business process in an ambulatory setting. Modeling the process as it exists (and as it will exist) will aid in the analysis, selection and implementation of the EHR system for the medical practice. In this assignment, you will develop 2 process maps (AS-IS and TO-BE) for the patient visit clinical process workflow. This assignment addresses the following course outcome to enable you to:

· Evaluate the organizational environment in the health care industry to recognize how technology solutions enable strategic outcomes.

· Analyze the flow of data and information among disparate health information systems to support internal and external business processes.

Family Clinic Medical Practice

In order to apply technology to a process, the process must be thoroughly understood and models are used for this purpose. The model also supports business process analysis and redesign when the process is deemed to be inefficient or ineffective. In addition, models are used to design the “TO-BE” process that describes the desired end state after the technology solution is developed.

In analyzing and improving clinical processes, one should consider the following questions:

· Are administrative processes organized, efficient, and well documented?

· Are clinical workflows efficient, clearly mapped out, and understood by all staff?

· Are data collection and reporting processes well established and documented?

For your Stage 1 Project for the Case Study, you will develop model of the patient visit process used at the UMUC Family Clinic. You will create a model of that process which defines in detail the steps in the process as they are done today. Then, you will create a model of the proposed new process, as it will be performed after an EHR system (IT solution) is implemented.


For this assignment you will:

1. List at least three objectives or goals that Dr. Martin has, and briefly explain how an EHR system can help him with each objective. Note that a minimum of 4 objectives or goals are needed to earn the full points.

2. Next you will model the patient visit process as it is currently performed at the UMUC Family Clinic; this is the AS-IS Process. Draw a process model to show the major steps in the patient’s visit to the UMUC Family Clinic from the time they arrive until t

Welcome to Fundamentals of Health Workflow Process Analysis and Redesign, The Concepts of Health Care

Processes and Process Analysis. This is Lecture a.

This component, Fundamentals of health workflow process analysis and redesign is a necessary component of complete

practice automation and includes topics of process validation and change management

This unit, Concepts of Health Care Processes and Process Analysis, covers the need for Health Care Workflow Analysis

and Redesign, the processes common in the health Care setting, and the role of Health Care Workflow Analysis and Redesign



The objectives for this unit Concepts of Health Care Processes and Process Analysis are to:

• Describe the purpose for process analysis and redesign in the clinical setting,

• Describe the role of a Practice workflow and information management redesign specialist and contrast it with other roles
such as technical support and implementation management,

• Explain how health care process analysis and redesign and meaningful use are related,

• Analyze a health care scenario and identify the components of clinical workflow,

• Given a scenario of health care analysis and redesign, analyze the responsibilities of each participant in the process and
how the roles complement or overlap with one another, and finally,

• Describe how the workflow processes used by a health care facility might differ depending on the type of facility.


Tom DeMarco, an early pioneer and thought leader in process analysis, said in his 1979 book, Structured Analysis and System

Specification, that “Procedure, like dance, resists description” (Demarco, 1979). One of the workforce roles described by the
Office of the National coordinator for Health IT (ONC), is the Health Care Workflow Analysis and Redesign Specialist. Using

this analogy, individuals in process analysis and redesign jobs are experts at both “describing the dance,” and at