Project plan

Patient Journey Assessment in the Emergency Department
[City Name] is committed to providing healthcare services at primary, secondary, and tertiary levels according to global quality standards for its employees, their families, and other eligible groups. This is achieved by providing a distinguished work environment, attracting the best human resources, and fostering a culture of teamwork, professional development, and scientific research.
With the patient at the heart of its healthcare services, the city prioritizes the patient journey and the quality of healthcare provided. To achieve this goal, the city faces several challenges.
In the initial phase, our company proposes providing a team to assess the current situation and monitor the stages of the patient journey, starting from their entry into the hospital (emergency department) until the end of their journey and subsequent appointments. Regular reports will be submitted to the concerned departments.
Proposed Work Phases for Healthcare Facilities:
• Phase 1: Assessment and Performance Monitoring of Patient Experience in the Emergency Department
• Duration: 6 months
• Phase 2: Improving Patient Experience in All Departments
• Duration: To be discussed
• Phase 3: Improving Patient Experience in All Affiliated Healthcare Facilities
• Duration: To be discussed
Initial Proposed Solution – Scope of Work The initial concept aims to assess and monitor the performance of the current state of the patient experience, starting from their entry into the hospital’s emergency department until their discharge and case closure. Regular reports will be submitted to the concerned management. This will be achieved by providing human and technical solutions to help the ministry identify gaps in the patient journey.
Assessment of the Patient Experience Throughout All Treatment Stages (Within Emergency Departments):
• Arrival and Entry
• Reception and Registration
• Waiting
• Guidance and Navigation During the Visit
Reviewing Current Emergency Department Performance Indicators and Operational Data:
• A comprehensive analysis of all details, procedures, policies, and work mechanisms in the department.
• Conducting regular field visits and interviews with stakeholders to verify the accuracy of the results and collect qualitative insights.
Data Sources and Analysis Methods:
• Data sources: Field visits, operational processes, policies, procedures, observations, interviews, technical systems.
• Analysis methods: Advanced data analysis, performance indicator monitoring, process documentation.
• Outputs: Regular performance reports, current patient journey mapping.
Building Operational Work Models:
• Governance model
• Structure of project-participating committees
• Defining roles and responsibilities for participating tracks
• Defining decision-making responsibilities and authority levels
• Building a model of process engineering and work mechanisms
• Developing business architecture and procedures, distributing them among participants, and classifying them
• Determining the policy for implementing procedures and assigned responsibilities
• Final stakeholder map and administrative organizational structure
• Building team tasks and performance measurement standards
• Building quality policies
• Building a quality and measurement system for the efficiency and effectiveness of operational processes
• Building detailed indicators for measuring employee performance
• Setting a standard escalation for following up on requests
• Building a system of periodic reports (performance and productivity reports, request status reports, operational efficiency reports, etc.)
Operational Work Team:
• Providing an operational work team from the administrative staff to complete the monitoring and follow-up of daily operations, comparing them to indicators, analyzing data, and submitting periodic reports (emergency department – one shift/5 days)
• Providing the necessary technical tools to enhance workflow and efficiency for the operational work team
Operational Supervision:
• Supervising the operation and implementation of the operational work model.
• Centralized performance monitoring and ensuring the smooth operation of business
• Measuring performance level standards and following up on them periodically and submitting periodic reports
• Continuous improvement of the quality of services provided and the mechanism of work processes.
Financial Offer: The cost of the patient journey assessment and monitoring project in the emergency department for a period of 6 months, based on a lump sum model, will be distributed in agreement with the client based on periodic certificates of completion.
Items:
• Building operational work models
• Operational work team to assess the patient journey
• Supervision and continuous improvement
Value: 956,000.00