Bone and Joint Center
UPMC Magee Womens Hospital
Pittsburgh, PA, USA
- Located in a world-class women's hospital, this program adds value to the larger organization through treatment of arthritis and hip, knee, and back pain.
- At the beginning of this project, the Bone and Joint Center was already performing in the top tier with programs similar to it.
- The program utilizes a patient-centered approach to increase efficiency, reduce cost, and maintain high patient and family satisfaction.
Electronic tools continue to be critically important to innovate and build capacity within healthcare organizations. The Bone and Joint Center (BJC) at UPMC Magee-Womens Hospital and goShadow partnered to measure and improve patients’ journeys and employee workflow in their outpatient clinic before and after implementation of a new electronic medical record (EMR). The BJC is a high-volume orthopaedic Center of Excellence. The primary goal of this collaboration was to decrease patient waiting time and duration of appointment, while maximizing time spent with providers. Care team members were hesitant to adopt this new tool for fear that it would negatively affect workflow.
The new EMR was implemented in three surgeons’ outpatient clinics.
Post-implementation, clinics were re-shadowed to measure impact on patient experience and workflow.
Patients were shadowed in each surgeon's clinic prior to new EMR implementation to establish a baseline.
We realized that we were all asking the patient similar questions. Our patients felt like we weren’t communicating, and there was less time to build a personal connection with them.
The goShadow team re-shadowed the care experience for all three physician’s clinics post EMR implementation. The greatest impact was noticed in patient wait time for the surgeon, as displayed below and reflected in patient quotes before and after.
Patient and family feedback collected before and after streamlining processes showed that waiting decreased, and patients were able to spend time with their care team asking their questions.