Internal Medicine of Cheshire completes Lean Process Improvement project

(l-r): Andrea Holsworth, PSA II; Mindy Hink, optimization specialist; Lindsey Corcoran, MA; Quinisha Penn, MA; Lisa Dattilo, practice supervisor; Kelly Mollor, APRN; Donna DeSalle, MA; Brian Cohen, DO; and Alex Martins, PSAII

Brian Cohen, DO, and his group from Internal Medicine of Cheshire recently completed the Lean Process Improvement project. Mindy Hink, practice optimization specialist, worked with front-desk users, medical assistants and clinicians on best practices for the office. The staff’s receptiveness to new workflows and eagerness to assist the clinicians resulted in the following improvements:

• Use of the waitlist to provide patients increased access
• Implementation of pools to triage patient calls and refills
• Ensuring the patients’ care team was entered and up-to-date
• Providing patients with a complete and detailed summary of their visits, medications and follow-up appointment
• Expansion of the rooming process

“Lean process improvement is received differently by each practice, as the needs and workflow differ for many reasons,” said Lisa Datillo, practice supervisor. “Our Cheshire location has been high performing for many years, but was due for some updating and modifications to streamline the work of the clinicians and support staff. I am proud of my team for approaching the meetings with an open mind, asking thoughtful questions and providing feedback during our weekly sessions. I truly believe the skills and abilities of our team, whether clinical or administrative, have improved after this program and look forward to our continued success in providing patients with high-quality, face-to-face care that adds value to the visit.”

“As a recently hired NEMG employee, it was beneficial to have the optimization team come out and give us tips,” said Quinisha Penn, MA. “I was able to make connections between the optimization meetings and Epic training courses. I also learned how to create templates for orders I need to place for physicals, which saves a lot of time and allows me to be more proficient.”

“I found the process-improvement program to be beneficial to our practice,” said Andrea Holsworth, PSA II. “The weekly agendas covered different modules for the users by focusing on streamlining the patient visit process and systemized utilization of all Epic has to offer. Implementing these changes will help us be more efficient and productive.”