Team # 888 -- Online Scheduling Process - Physical Therapy
Student Affairs

September 2009

Objective

To identify the types and frequency of errors and their impact on the provision of physical therapy services. The objective is to decrease the error rate to 5% per month.

Team Membership

  • Linda Eck, Leader
  • Ken Hurd, Member
  • Ellen Jankowski, Member
  • Kristin Taylor, Member

Results Achieved to Date

  • ExpectedResults: The average error rate for Fall 2008 was 20%. Three types of errors were identified relating to selecting the incorrect therapist and confusion relating to appointments for treatment or evaluation. To correct the problem, online scheduling screen changes were implemented i.e. pictures of each therapist and explanations of the visit types. The system will be reevaluated in late Spring 2009.

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The Pennsylvania State University
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