CLC Business Plan: Operational Plan

The organization-wide adaptation of an electronic medical record (EMR) system, the EPIC, should be undertaken based on its superior strategic alignment with the marketplace objectives of the center. The use of EPIC will greatly improve the operational efficiency of CMC particularly in the following areas: human resource management, supply chain management, quality management, job designs, operation management, disaster management along with other internal processes and policies. It integrates all these because the defining feature of an operational plan is to be in line with the business and the industry that is operated in. Within this operational plan section, the subjects of the design of the ERM, analysis of the financial plan, environment analysis, marketing operations, and operation strategy are addressed.

Description of the Electronic Medical Record

The healthcare industry has eagerly taken up technology in several areas of operation in order to improve efficiency and streamline service delivery. One such crucial area is the record keeping, where electronic records of health facilities are aggregated. With the observed increase in patient numbers as populations sharply rise, health centers today face a lot of logistical challenges due to the high generation of data on a daily basis. Failure to properly manage such data hampers efficient service delivery. As such, electronic record systems are integral to the daily functions and operations of a health center, undertaking patient data handling functions that range from collection, storing, manipulation and retrieval. The ERM system which will be implemented at CMC will offer several such benefits among others highlighted here.

EPIC is a project which seeks to replace the inefficient manual records system at CMC with an electronic one. The records system is integral to the operational efficiency of the organization as it involves the organizational structure, human skills, culture, financial resources, and technological infrastructure. The new system, EPIC, is a healthcare record that is stored in an electronic system. This technological adaptation is designed to provide practical benefits in terms of both clinical and societal perspectives. Clinically, EPIC will be focused on improving the quality of patient care and security through strict adherence to the clinical guidelines regarding medication, diagnostics, and other aspects of treatment. The society that will be integrated into the system stands to benefit economically. The ERH systems eliminate costs such as paper filing, manual patient data management, and chart pulls, allowing such expenses to be channeled into other areas of productivity. Logistically, EPIC will allow for simultaneous remote access and manipulation of healthcare data by multiple users, thereby enhancing efficiency.

Business and Industry Profile

Cornwall Medical Center (CMC) is a 200-bed capacity institution situated in the southwestern part of Washington, D.C. It is made up of thirty primary care physicians, a hospital-based clinic, along with four other community-based clinics. Located in Canada, CMC operates in the country’s largest service industry, medical services. It is a fast-paced and booming industry with substantial investment being made in both the public and private sectors. Specifically, investments focus on healthcare technology and improvement of services. The industry is well funded by the government under universal health care so most individuals receive free services in public healthcare facilities. Private medical services such as CMC make up about 30 percent of the industry, making it very competitive.

Marketing Components

Marketing Plan

The marketing plan will be geared to ensure total product experience for CMC patients. This entails allowing for the remote access to medical information by the patients, including testing results, future appointment dates, among other vital personal data. EPIC will also allow for seamless one-on-one communication between patients and their respective physicians. This will aid in significantly reducing the chances for medical errors. Additionally, these improvements will lead to the eventual adaptation of electronic systems for the entire medical center. The benefits unlocked by this will we much broader and will allow for easier service delivery and navigation between patients and medical personnel.

The placement of EPIC will leverage the distributions strategy. This involves the total integration of the CMC with its neighborhood clinics into a single system that will allow for streamlined delivery of medical service to patients. Essentially, with the full integration of operations, CMC will be able to better disburse its services. The promotion of EPIC will be undertaken through various social media platforms which will act as the main marketing tool while direct mail will be used as a secondary tool. A team will be constituted to keep the CMC community abreast of the developments of EPIC through channels such as LinkedIn. In terms of pricing, the bundle plan will be employed. This will allow the community clinics to make economical purchases as opposed to the current system of accessing different services individually.

Service Plan

The EPIC system features several unique selling points. The program has been designed to provide increment graphing readability, increment tolerant security, and
fulfillment. Further, the switch to an electronic system will drastically reduce the cost of printing by enabling a paperless environment. Restorative mistakes will also greatly diminish along with an improvement in workers’ efficiency. In terms of competition, EPIC will doubtlessly give CMC an advantage as it will connect seamlessly connect hospitals and clinics, improving operations and therefore the operational efficiency of the organization.

The adaptation of an electronic system will also necessitate an upgrade of equipment. CMC will, therefore, implement advanced technology along with other resources. This will feature the use of laptops, tablets, desktop computers, scanners, and printers. In terms of logistics, a developmental manager position will be created to help oversee and coordinate across all facets of EPIC.

Financial Information

The implementation of the EPIC system is estimated to cost $2,736, 500. This price is cheaper than other systems that were compared to it in the cost analysis. Income projections show that revenue for CMC will increase by 2% and 10% for the accounting periods 2018-2019 and 2019 and 2020 respectively, indicating that the ERM will offer a strong positive impact. Additionally, cash flow projections show annual increases by an average of $303,180 by 2020. Similarly, the cost-benefit analysis revealed a return-on-investment of -0.76% for 2019 and 1.35% for 2020 and then increase to 5% within five years. The profitability ratio analysis has shown that gross profit, operating profit, net profit and return-on-capital will marginally decline after the installation of EPIC system before promptly improving the next year. Overall, the analysis indicates that financial benefits for CMC from the investment in the ERM system are cost avoidance, cost reduction, and revenue improvement.

Operational Plan

Objectives

The EPIC system is expected to eliminate the manual format of handling patient information. The new design should ease the collecting, storing, manipulating, and accessing patient data. The quality standards will be in strict adherence to the clinical guidelines regarding medication, diagnostics, and other aspects of treatment.

Key Targets and Key Performance Indicators

EPIC should improve the efficiency in handling high customer numbers to CMC and its clinics. The comprehensive electronic data system should improve patient safety and reduce medical errors. The two main KPIs to watch are: patient-doctor engagement and cost of care.

Risk Management Plan

Once EPIC is installed and operationalized, a preliminary study will be undertaken to identify and manage the risks associated with the system. Based on this, a follow-up study will be conducted to improve on the capacity of these tools used to identify the risks. This process will be repeated until all risks are eliminated.

Staffing and Resource Requirements

The position of a developmental manager will be created to help in the identification of the full requirements for installing and using EPIC. This manager will be in charge of training CMC personnel in order for all employees to have a similar experience and training with the new system. He/she will assist in the budgeting of the entire installation and throughout the first year of use.

Implementation Plan

All the stakeholder groups in health will be involved in the realization of the project. The CMC leadership will be closely involved to oversee its success, along with the training of all nurses, doctors, and other health professionals.

Process for Monitoring

After a successful evaluation of the implementation of EPIC, a team will be constituted to monitor its use and performance. Led by the developmental manager, this team will undertake the financial management of EPIC, assess its interoperability, and analyze the workflow. This will aid in streamlining the electronic medical record system and improve the overall efficiency of CMC in delivering healthcare services.