Improving the Timeliness of Client Service Records
DOH-Seminole chose to increase the percentage of CSRs entered in the Health Management System (HMS) within 7 days of when the service was provided to the client. Ranked 13 out of 15 medium-size health departments on the Central Office Administrative Snapshot (a monthly report that consists of administrative key performance indicators for all Florida DOH counties) with a 10% gap in compliance in 2015, DOH-Seminole clearly needed to make improvements. This measure is listed on the key performance indicator scorecard for the organization and affects the internal customer service Strategic Plan Priority 3: "Promote and improve access to care."
The project team used the Define, Measure, Analyze, Improve, Control (DMAIC) approach to stratify data, identify root causes, and develop countermeasures. After countermeasures were implemented, the team saw an increase in the average percentage of CSRs filed on time, which exceeded the established target. This submission includes quality improvement (QI) tool documentation and supplemental files.
Wagner, C. Public Health Quality Improvement Exchange. Improving the Timeliness of Client Service Records. Fri, 02/17/2017 - 14:58. Available at https://www.phqix.org/content/improving-timeliness-client-service-records. Accessed January 16, 2019.