Case Study on Reem Clinic Abu Dhabi (RCAD)
Patient Services Department Welcome Packet
The Reem Clinic Abu Dhabi (RCAD) is a clinic located at the Reem Island of the Abu Dhabi to address various complex care requirements of the population. RCAD has undertaken a number of marketing and population health projects to attract new patients. As part of this work, their leader has decided that it would be helpful for new patients to understand the breadth of RCAD services and to provide a tangible acknowledgment of their appreciation for choosing RCAD. Therefore, the Patient Services Department has developed a process to create a bag/packet for each new primary care patient in their system. The process includes 5 steps:
- Station 1: Look up the new patient in the Electronic Record, generate name label.
- Station 2: Grab RCAD bag and insert folder.
- Station 3: Take folder out and add in general RCAD information.
- Station 4: Look up patient’s age/sex and then proceed to shelf to grab the correct healthcare wellness item, add item to gift bag.
- Station 5: Add bow to top of bag – inspect to assure that all items are correctly included.
They also collected particular data from Station 4 for 40 days to see if the process is in control in this particular station.
Five employees in Patient services met to create their first set of bags as an experiment. They collected processing data for the first 20 bags and the data is included in the Excel sheet, ‘RCAD Patient Packet Process Data.xls’. Throughput data was also collected on every 5th bag. The team noticed that their process was not very efficient and many of the team spent too much time waiting.
Analyze the current process and make improvement suggestions with the use of quality improvement and analytics tools.
Rubric:
| Element | % | Description | Note |
| (a) Analysis and results in a PDF file | 60% | Use all required calculations and analysis to indicate your answers and suggestions to the questions. | Make each step clear and legible. Provide the content coherently organized, with effective transitions between each step in analysis and conclusion.
Assume you send this report to the shareholders of the RCAD to convince them that your analysis and suggestions are realistic. Assume you are a new intern, and would be promoted if you are found successful. |
| (b) Analysis and results in an Excel file and overall quality of the whole Excel spread sheet |
40% |
Well-designed and easy to follow logic. | Make sure results are reflected regarding the given case. |