Document Type
A3
Executive Sponsor(s)
Jess Moulton: Senior Director - Practice Operations, Stephens Hospital, MaineHealth
Publication Date
Summer 7-22-2025
Institution/Department
Primary Care, Stephens Hospital, MaineHealth
Abstract
Currently there are barriers to establish a new patient with a primary care. The workflow for patients who self-refer currently requires 10 steps and is performed by 7 care team members.
- 4 PSR at the front desk complete paper intake forms that are then manually entered into a spreadsheet by 3 other care team members.
The step in the workflow, to obtain the release of information for patient records to be requested and submit the form, is inconsistently followed internally and externally and results in very long process time of 40+ days. This step is frequently overlooked due to the overall process time and manual nature, leading to failure of the workflow.
Phase II
Additionally, once patient records are received, either electronically or by mail, there are few dedicated/trained resources to abstract them into the EMR, which leads to events when the new patient visit is happening, and the chart is not ready for the PCP.
Recommended Citation
Fournier, Jennifer; Flagg, Sarah; Roberts Dzik, Alletta; Stevens, Lyndsay; Smith, Shannon; and Waterhouse, Karen, "New Patient Onboarding" (2025). Operations Transformation. 63.
https://knowledgeconnection.mainehealth.org/opex/63
Included in
Community Health Commons, Family Practice Nursing Commons, Health Services Administration Commons, Quality Improvement Commons
