CHAPTER 07 – CASE STUDY 03

PROCESS ANALYSIS AT
ARNOLD PALMER HOSPITAL
GROUP 1
 01 INTRODUCTION
CONTENT

02 SUMMARIZATION

03 SOLUTIONS
INTRODUCTION
Your child’s health & well-being
are at the heart of what the
medical team does daily at
Orlando Health Arnold Palmer
Hospital for Children.
Arnold Palmer Hospital - one of
the most trusted names in
children’s healthcare worldwide
since 1989.

Enjoy the most advanced technology, Central Florida’s

only pediatric Level One Trauma Center & ED, and
compassionate doctors, nurses, and staff
Check out this case study to learn more. ( ๑˃ᴗ˂)‫♡ و‬
SUMMARIZATION
Florida in the middle of Orlando
One of the largest hospitals for
women and children in the
United States of America
More than 2000 employees and
provides a wide range of services,
including intensive care for
newborns
Achieve good health care for all
patients
Provide comprehensive and practical
means for clients to assess the
quality of care they receive from the
hospital
Palmer Hospital ranks in the top 10% of
hospitals nationwide in patient satisfaction
Goal: 100% patient satisfaction
Swanson sends out questionnaires to clients,
focuses on a set of internal measures, and
carefully monitors for continuous.
Tools that hospitals use to evaluate the
effectiveness of processes using flow charts
o Time-Function Mapping
o Process Charts
o Value-Stream Mapping (VSM)
o Service Blueprinting
o p - chart
In this case study, 4 questions were answered
regarding the assessment of the quality of care
at the Arnold Palmer Hospital.
 Question 1: As Diane’s new assistant, you
need to flowchart this process. Explain
how the process might be improved once
you have completed the chart.

1. Get acquainted with the flow of

SOLUTIONS

Diane’s flowchart and study the

various inputs and process flows
2. Once that is done, make the
necessary improvements if any
3. Ensure the L&D Triage and L&D
Room are on the same floor

In any case of an emergency, the patient

must be shifted many times up and down,
wasting critical time and workforce
 STEP 1
APH’s Labor & Delivery DRAW THE FLOWCHART
check-in desk entrance
FOR THE HOSPITAL

STEP 2
If birth is imminent or already in process then YES They are then taken to
administration is briefly skipped and administered at labor and delivery for
bedside. If this is not the case, mother and baby go
directly to step 6 an exam
NO
STEP 3
If the baby is not yet born, the next step is NO Mother needs to begin
registration. If the mother registered, she needs the registration process
to begin the registration process
 YES YES She is taken to a Labor and Delivery room
STEP 4 on the 2nd floor until the baby is born
The pregnant woman is then taken to
L&D Triage on the 8th floor for
assessment. If she is in active labor, she
is taken to the L&D room on the 2nd floor STEP 6
until the baby born. If she is not ready, When the baby is born, if there are no
go to step 5 complications, mother & baby are taken to a care
NO unit for ~ 40-44 hours until ready for discharge

STEP 5
STEP 7
Pregnant women not ready to deliver
If there are complications with either baby or mother, they are
(i.e., false alarms, no contractions) are
taken to separate units within in hospital and readmitted to the
either sent home to return at a later
proper unit once all issues are under control.
and reenter the system at the time, or
if the contractions are not yet close YES
enough, they are sent to walk around
the hospital grounds (to encourage STEP 8
progress) & then return to R&D at a Baby & mother are discharged from the hospital
prescribed time. and picked up to be taken home by their families
 QUESTION 01
If the assessment is done at
the L&D room or registration The process can be improved
desk, it will be more effective if there is a separate process
since the flow of work will be for the registered mothers
reduced
 Since the mother is already scheduled for a C-
Question 2: If a mother is section, she still would need to go through Step 1
scheduled for a C-section
birth (i.e., the baby is Step 7 replace Step 2 as she is already registered
removed from the womb
The mother will go through Step 4, then Step 6
surgically), how would and finally Step 8, assuming that the C-section
this flowchart change? birth was successful
 Question 3: If all mothers were electronically (or manually) pre-registered,
how would the flowchart change? Redraw the chart to show your changes.
STEP 1
APH’s Labor & Delivery
check-in desk entrance
STEP 4
The pregnant woman is then taken
to L&D Triage on the 8th floor for
assessment. If she is in active labor,
she is taken to the L&D room on the
2nd floor until the baby born. If she
is not ready, go to step 5
YES
She is taken to an L&D
room on the 2nd floor
until the baby is born
STEP 5
Pregnant women not ready to
deliver (i.e., false alarms, no
contractions) are either sent
home to return at a later and
reenter the system at the time,
or if the contractions are not
yet close enough, they are sent
to walk around the hospital
grounds (to encourage
progress) & then return to R&D
at a prescribed time.
STEP 6
When the baby is born, if there are
no complications, mother & baby
are taken to a care unit for ~ 40-44
hours until ready for discharge
STEP 7
If there are complications with either
baby or mother, they are taken to
separate units within in hospital and
readmitted to the proper unit once all
issues are under control.
YES
STEP 8
Baby & mother are discharged from
the hospital and picked up to be
taken home by their families
 Question 4: Describe in detail a process that
the hospital could analyze, besides the ones
mentioned in this case

If a mother is due for a C-Section

Admission should take place at least 6 hours
before the procedure begins. The mother
should be taken to the 8th floor for
preoperative care and then proceed to step 6

Cre: ins aphospital

If the mother is due for normal delivery and the
birth of the child can happen at any time

QUESTION 04
Mother & Baby are taken by elevator,
registered, and admitted directly at
their bedside.
They are taken to L&D for an exam and
if there are no complications, the
mother and baby can go to step 6

If the mother still has some more time for delivery

She can walk around the hospital
grounds till the contractions start, then
proceed to step 6

Cre: ins aphospital