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" Simulation Based Staffing Evaluation of a Telephonic Care Management Program "
Lemieux, Amanda
Khasawneh, Mohammad
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Latin Dissertation
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| Language of Document
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English
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| Record Number
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1105042
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| Doc. No
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TLpq2290955515
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| Main Entry
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Khasawneh, Mohammad
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Lemieux, Amanda
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| Title & Author
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Simulation Based Staffing Evaluation of a Telephonic Care Management Program\ Lemieux, AmandaKhasawneh, Mohammad
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| College
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State University of New York at Binghamton
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| Date
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2019
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| student score
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2019
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| Degree
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M.S.
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| Page No
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101
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| Abstract
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The Care Management Organization provides advanced telephonic care to its members in an effort to treat and regulate long-term diseases and empower members to take control of their health. Coordinating with more than 3,100 providers who care for over 250,000 patients this program is able to create greater access to care for its members. The National Committee for Quality Assurance (NCQA) is a not for profit organization devoted to healthcare improvement. Since its formation in 1990, they have carefully laid out guidelines to ensure that care organizations are providing the highest quality of care possible. The program strives to meet NCQA requirements daily in order to better the lives of its members. With the tools used by care managers, the hope is to keep patients as healthy as possible, keep them out of the hospital and empower them to take a more active role in their own care planning process. The following report outlines the creation of a detailed simulation model representing the current care management process. Arena simulation was used to create the reference, or base, model. From there the reference model was adjusted in different ways to improve aspects that were in need. The effects of those changes are documented in the results section. Historical data of the current system was used to develop distributions for the process steps within the arena model. The results of the model were compared to outputs from the real system in order to validate the model; those results are documented in Section 3. The goal of this model is to be able better observe the current process steps which need improvement and make changes to the simulation prior to implementing in reality. Different scenarios that would affect key performance measures in the system were replicated in the simulation. Changes in scenarios include, but are not limited to, resource volume and capacity, entity volume, and team setup. Model scenarios are documented in later sections with definitions of process phases and corresponding workflow diagrams. Some of the performance measures that were targeted throughout this research include minimizing a patients time in the entire system, maximizing resource utilization and minimizing cost to staff the program all while continuing to manage the greatest number of patients possible. The reference model was run for one year or 365 days. Some of important items, or issues, from this run include a low LPN utilization, a monthly output of 158 members and a wait time for care management of 12 days. These are just some of the items that were targeted with the new models. In the various models, the LPN utilization was raised to a more acceptable level. The output reached a high of 184 members monthly and the wait for care management decreased by 11 days. Conclusions that can be drawn from this thesis are related to different staffing models for a care management system and managing staff to process members to more stringent processing times. An LPN heavy model with limited RN resources seems like an ideal model however, there are still a lot of unknowns and assumptions that were made during the creation of that model. Integrating those staffing changes into a model similar to the Streamline model could provide significant changes to the current model. The Streamline model is important because patients are processed and placed onto a team in a quick manner; this is one of the most appealing parts of that model structure.
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| Subject
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Health care management
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Industrial engineering
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