Internal Medicine of Clinton completes Lean Process Improvement project

internal medicine of clinton 


(l-r): Kim Abell, clinical practice optimization specialist; Jill Banatoski, MD; Luis Ortiz, MA; Torrie Atwater, practice supervisor; Alberto Charles, practice optimization specialist; Lisa Datillo, practice operations manager; and Cynthia Bornstein, PSA 


Internal Medicine of Clinton is the latest practice to complete the Lean Process Improvement project. Led by Krista Giacopassi, practice optimization manager, practice optimization specialists Mindy Hink, Alberto Charles, Claudia Sammartano and Kim Abell were joined by Mike Connolly, MD; Brian Williams, MD; content experts Liz Dubois, MA; Nicole Tetrault, PSA; Chris Robbins, PHC; and Kellie Lacey, nurse care coordinator to help the Clinton staff implement more efficient workflows, tools to assist with filling gaps in care and time-saving techniques to empower staff to have more time for patient care and contact.

Key workflow enhancements included:

  • Smart phrase implementation for front desk telephone triage
  • Referral order and tracking work queue
  • Waitlist and scheduling
  • Pool usage
  • Lunch and learn for front desk workflows
  • View calls workflow and message documentation content
  • Closing encounters
  • Advanced Care Planning
  • Pre-charting and pending orders

“Process Improvement has given us very useful tools to improve the check-in and check-out process,” said Cynthia Bornstein, PSA. “They helped us become more efficient; which helps the whole office become more efficient.”

“Sitting down one-on-one with Dr. Williams was extremely helpful,” said Kelly Nelson, MD. “He made me try things that I was reluctant about and in the end, it has really improved my workflow.”

“Mod Squad and Process Improvement help enhance communication in the office and allow staff to see how integral their roles are,” said Lisa Datillo, operations manager. “New techniques, workflow enhancements, and a better understanding of how we gather data, along with the purpose, help everyone feel empowered in their roles, because they realize their work directly impacts the type of care we provide to our patients. The clinicians seem happier, the staff feel more knowledgeable in their role, and the entire office is supported by the many departmental resources within NEMG.”