Measuring the impact of pre-visit planning

In the previous blog, I discussed how pre-visit planning can streamline the doctor-patient encounter. However, in this age of documentation and measuring outcomes, it is necessary to examine the impact of pre-visit planning on efficiency and productivity. In this article, I will suggest measurement tools that may help convince you to implement a pre-visit planning program to see positive changes in your operational efficiency.

Measurement tool 1: Number of patient telephone or email contacts to discuss the results of lab or imaging studies

Begin by tracking the volume of calls and messages regarding laboratory tests or imaging study results.

This tracking log will measure changes in the number of calls, text messages or emails on a clinic day before and after the implementation of pre-visit lab requirements.

Instructions: Each member of the staff completes a tracking log three times: (1) one week before starting the new pre-visit labs process, which will serve as baseline data; (2) 12 weeks after implementation; and (3) 24 weeks after implementation.

Use the log to track the number of calls and messages with patients that are conducted, received and returned about a laboratory result. Record each attempt to reach the patient.

Step 2: Determine the average number of calls and messages received and returned for the practice

Instructions: Determine the average number of calls and messages received and returned (patient contacts) associated with laboratory tests and imaging studies during the same week. Populate the chart with individual clinician data from Step 1. The numerator is the total number of contacts for all clinicians who submitted data from Step 1. The denominator is the total number of clinicians who submitted data from Step 1.

Step 3: Graph your results

Instructions: Graph the average weekly number of calls and messages received and returned associated with laboratory tests and imaging studies for the practice before and after implementation. Share this graph with the staff to emphasize the benefit of pre-visit planning.

Bottom line: I am fully aware that most practices will not take the time in their busy schedules to conduct the impact of a pre-visit survey. However, I can relate that practices that have implemented a pre-visit approach report improvements in the doctor-patient relationship, access to care, streamlined visits and favorable responses from patients, staff and physicians.

Pre-visit planning makes patient visits more efficient, giving you time to focus on what matters most to the patient and perhaps an opportunity for a little face time. Furthermore, pre-visit planning may enable you to arrive home an hour earlier. Pre-visit planning will create a sense of satisfaction with the day, a job well done, and the knowledge that your patients and staff feel the same.

About Neil Baum, M.D.

Baum is a professor of clinical urology at Tulane Medical School in New Orleans, Louisiana. He is the author of Marketing Your Clinical Practice: Ethically, Effectively, Economically, which is in its fourth edition, has sold over 175,000 copies and has been translated into Spanish. He has also written The Complete Business Guide to a Successful Medical Practice, which was published in 2015. He also authored What’s Going on Down There?, which has served as a guide for women’s health. He has written 10 books on practice management and the business of medicine.

Baum was the columnist for American Medical News for more than 25 years. He wrote the popular column “The Bottom Line” for Urology Times for more than 20 years. He has authored or coauthored over 250 articles in peer-reviewed medical publications on various urologic topics, as well as articles on practice management.

He has also authored The Business Basics of Building and Managing a Healthcare Practice (Springer 2019), which emphasizes the importance of being involved in the business of a medical practice.