Patient Flow Improvement
Indian Health Council, Inc. (IHC) is a consortium of nine tribes dedicated to the continual betterment of Indian Health, wholeness, and well-being.
The IHC medical center serves the population of nine native American Indian tribes in the San Diego County California area. The population depends on the IHC medical center for all primary care, outpatient, dentistry behavioral health and pharmacy needs.
With the main facility located adjacent to the Rincon reservation in Pauma Valley and the Santa Ysabel Community Health Center located on the Santa Ysabel Reservation, IHC provides a full spectrum of on-site and outreach services and programs to the North San Diego County reservations of Inaja-Cosmit, La Jolla, Los Coyotes, Mesa Grande, Pala, Pauma, Rincon, San Pasqual, and Santa Ysabel.
Contacted by the IHC Medical Director after the Chief Council Board of Directors recently opened a new health center in Valley Center, CA. The clinic patients were complaining about wait times and the inability to get an appointment when they needed one. The board wanted to update its strategic plan since it was never really finalized when they formed the Health Council 20 years earlier.
- Began a patient flow assessment of the health center reviewing throughput, wait times, and workflow resources.
- Interviewed the Chief Council preparing for a new strategic plan which included an updated mission and vision statement. We also interviewed all clinical staff, administrators, and a sample of patients.
- Built a model identifying areas for improvement which included registration, waiting room configuration and staffing.
- After 90 days, surveyed patients who reported a large improvement in wait time reduction and improved patient experience.
- Developed the mission and vision for the organization as well as the full strategic plan which they continue to use today.