NNaseem HealthcarePatient Experience
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Featured Coordination Workflow

Mapping the Individual Patient Journey

A coordination workflow using existing staff — no new roles, no new department. Every patient's journey is watched by whoever is already with them. The only new behaviour is a 5-second flag; the system and existing shift structures do the rest.

The patient journey

Six stages, from first token to follow-up. Each stage has someone already present who can flag a concern.

  1. 01

    Reception & Token

    Auto wait-flag from the token system

  2. 02

    Consultation

    Doctor’s nurse / assistant

  3. 03

    Lab / Radiology / Pharmacy

    Tech / pharmacist on duty

  4. 04

    Procedure / Day-care(where applicable)

    Day-care nurse in-charge

  5. 05

    Discharge & Billing

    Nursing staff

  6. 06

    Follow-up

    Continuity of care

How a flag is raised

One tick in the existing HIS remarks field or duty log, against the patient ID. Takes under 5 seconds.

Wait-time flags are auto-generated from the existing token system; staff only flag what the system cannot see — distress, confusion, a complaint.

  • Wait
  • Communication
  • Clinical concern

Who flags at each stage — two tracks, existing staff

No new hires. The person already with the patient at each stage raises the flag.

Satellite Centres

6 outpatient branches · lower volume

  • ReceptionFront desk staff
  • ConsultationDoctor’s nurse / assistant
  • Lab / PharmacyTech / pharmacist on duty
  • DischargeNursing staff

Review cadence: once daily, at shift handover

C Ring Flagship

24/7 · ED · surgery · admissions

  • Reception / TriageToken desk (auto wait-flag)
  • ConsultationDoctor’s nurse / assistant
  • Lab / Radiology / PharmacyTech / pharmacist on duty
  • Pre-op / OT / RecoveryDay-care nurse in-charge

Review cadence: real-time, every shift

The escalation ladder

Flags flow upward through structures that already exist — real-time, daily, then monthly.

  1. Real-time

    Duty Manager / Nursing Supervisor

    Picks up flags during floor rounds; resolves same-visit where possible — the actual attrition-prevention moment.

  2. Daily

    PX Point-of-Contact (existing shift in-charge)

    Rolls up the day’s flags across departments in the existing handover meeting — 15 minutes, no new meeting created.

  3. Monthly

    Existing KPI Governance Review

    Flag trends feed into the twelve organisational PX indicators already tracked at leadership level.

Coordination outcome

Every patient's journey is watched by whoever is already with them at that moment.

No new hires, no new department. The only new behaviour is a 5-second flag; the system and existing shift structures do the rest.