Case Overview
The case study involves an overcrowded clinic with a diverse population. A large number of patients are unable to book an appointment due to a language barrier. Others are afraid to lose their jobs, so they cannot wait for a long time, which is very often the case. In fact, it is a catch-22 situation; some patients are unable to access the specialist, whereas others do not attend their appointments. As a result, many cases remain unattended, leading to poor health outcomes for individuals and the community.
The main problem in the case is that the clinic’s administration has neglected the issue of diversity. The language barrier makes it impossible for many patients to schedule appointments. For others, it is difficult to wait for an appointment as they do not have job insurance and, thus, cannot leave their work to visit a doctor.
Healthcare employees also suffer in this situation since they are overworked, which results in burnout and clinical errors. English-speaking patients with higher income levels are more likely to access services when needed. Meanwhile, it would be easier for this population group to arrange sick leave and attend the clinic during the hours when non-English speakers without sick leave opportunities are typically at work.
Suggested Ways of Solving the Issue
The first possible option to consider is turning to the open access system. This process would enable the patients to get an appointment on the day they call. In this model, nearly half of the physician’s day is left open, and the remaining time is booked for follow-up visits and appointments for those who do not want to visit on the day they called.
The second solution is hiring an interpreter to provide services to non-English-speaking patients. The third option is to change the work hours by adding morning, evening, and Saturday time. Each suggestion has advantages and limitations that should be considered when selecting the most beneficial option.
Each of the suggested solutions presupposes the involvement of other specialists and healthcare providers. A receptionist is needed to arrange appointments and reminders to introduce an open-access system. Interpreters should be hired to involve diversity management through meeting language barriers. Finally, administrators should be involved in changing the clinic schedule altogether. In every case, the collaboration of healthcare employees with specialists from other fields is necessary to make the clinic’s work more efficient and its services more accessible.
Suggested Solutions
Switching to the Open Access System
The first suggested option is switching to the open-access system. This approach allows clients to book an appointment on the day they call or within the next few days. Once implemented, the system will enhance time management to a great extent. Also, under this approach, the non-show cases will be eliminated as each patient will set the time and date of their appointment.
As a result, employee burnout and frustration will be eliminated. However, this solution may not be suitable for many patients as the hours an appointment can be selected are limited, and some clients may not visit the clinic during that time. Also, it may be too tricky for non-English-speaking patients to arrange an appointment by phone.
Hiring an Interpreter for Non-English-Speaking Patients
The next option is to hire a full-time interpreter who could tend to the customers’ needs and make their communication with the clinic staff simpler. In such a case, people would not be afraid to visit the clinic as they would be sure that their needs would be understood and their worries would be correctly interpreted. However, since the clinic’s population is not entirely composed of non-English speakers and there is not just one language apart from English that patients speak, it will be too difficult and expensive to implement this initiative. Also, this suggestion is viable for non-English speakers, mainly on the psychological level. In contrast, the general situation with appointments for all patients would not alter much.
Changing the Hours of Work
Changing the hours of work is another possible way to mitigate the clinic’s problem. Adding morning and evening hours and opening the clinic on Saturday will enable those who cannot get sick leave to visit a healthcare provider. By doing this, the clinic will free more time for the less vulnerable community members who can attend during work. However, this solution may be met with some resistance from healthcare employees.
Changing the Schedule and Creating Leaflets for Non-English Speakers
Considering all the pros and cons of each suggested solution, it seems that changing the hours of work and adding Saturday is the best way to manage the current issues. This option should be supplemented by translated materials (leaflets, brochures) for non-English-speaking clients. That way, each visitor can book an appointment at the most convenient time. Such an arrangement will ultimately decrease emergency cases as all patients can have regular check-ups and take preventive measures.
Barriers to the Proposed Solution and the Ways of Overcoming Them
As good as it sounds, the solution does not come without obstacles. First, some clinic employees may express their resistance to working on Saturdays or in early/late hours. Patients may also not be willing to spend part of their day off in a clinic. Finally, hiring a translator or several translators may involve considerable expenses, depending on how many languages clients speak.
Any barrier can be overcome with a positive attitude and effective management. To make employees’ attitudes more positive, the clinic administrator can allow them to choose a flexible schedule to cope with both their work and personal life. To eliminate the costs of translation services, looking for volunteer translators in the community is possible. When all patients and clinicians realize that they are valuable and their needs are met, the problem of overcrowding will be resolved.
Reference
Ellis, K., & Lasic, M. (n.d.). The crowded clinic. Institute for Healthcare Improvement. Web.