Wellstar Convenient Care

WellStar Convenient Care Group

"An Urgent Care and Family Practice Center"

HA 8620

Operations Management

& Quality in Health Care

Steve

December 5, 2006

Table of Contents

EXECUTIVE SUMMARY 2

VISION STATEMENT 3

MISSION STATEMENT 3

STRATEGIC PLAN 3

Model 4

Quality Care 4

The Patient Experience 4

Sound Fiscal and Risk Management with Profitable Alliances 5

BUDGET AND FINANCIAL PLAN 5

Assumptions and Goals 6

Dashboard to Success 6

Benefits to Payers 7

MARKETING PLAN 7

Customers and the Market 7

Strengths Weaknesses Opportunities Threats (SWOT) 8

Brand Strategy 8

Grand Opening 9

INFORMATION TECHNOLOGY PLAN 9

Electronic Medical Records (EMR) 10

Web Site Development 11

Billing and Collections 12

OPERATIONS PLAN 12

Staffing 12

Equipment and Supplies 14

Streamline Patient and Process Flow 15

Patient Flow 15

QUALITY MONITORING AND OUTCOMES 16

Patient Satisfaction 16

Clinical Processes and Outcomes 17

Process Improvement 18

APPENDIX 20

Cleverly model 20

Doctors (providers) currently in Powder Springs 21

Patient Processes Flow Chart 22

Facilities Diagram 23

Estimated Start-Up Costs 24

Equipment and Supplies 25

Cash Flow Forecast 32

Break Even Analysis 34

REFERENCES 35

EXECUTIVE SUMMARY

The WellStar Convenient Care Group (WCCG) specializes in urgent care centers combined with a family practice center. The urgent care component provides unscheduled care to people who need to see a doctor immediately while the family care component schedules patients for regular, planned needs such as physicals, immunizations, disease management, and medication monitoring.

We plan to open centers where we discover a high level of need, little competition, and reliable payers. Our first site is Powder Springs Georgia, a growing suburban area in the Atlanta MSA. Currently Powder Springs does not have an urgent care facility and has a high percentage of wage earners.

WCCG emphasizes quality health care and convenience for patients. Convenience is highly valued by consumers in the world we live in today, and the WCCG model maintains a positive customer experience as a core value. We provide quality healthcare, patient convenience, and efficient service simultaneously to generate repeat business and maintain customer satisfaction.

WCCG is based on sound fiscal and risk management with profitable alliances. We will work with all major insurance companies and local employers to be a 'provider of choice' assuring reliable reimbursement. Third-party contracts attract patients, who prefer to go where their plans provide the best coverage. Our affiliation with WellStar is also a key strategic alliance for WCCG, as it provides instant recognition and credibility for our physicians and the practice.

VISION STATEMENT

The physicians and medical and administrative staff of the WellStar Convenient Care Group are dedicated to becoming the preeminent urgent care and family practice center in the communities we serve. We will offer the finest care in combination with providing a convenient customer experience leading us to high repeat customers and word-of-mouth referral rates.

MISSION STATEMENT

The WellStar Convenient Care Group (WCCG) will provide the highest quality urgent and family practice care through the recruitment of physicians, medical and administrative staff who possess high moral values, clinical expertise and compassion for the patients we treat. WCCG values its employees and will strive to create a professional and rewarding environment for the staff. The practice also believes that fiscally sound and socially responsible business decisions will pave the way for growth and long term success of the business.

The WellStar Convenient Care Group will adhere to the following operating objectives:

* Quality: Our first priority is quality of care for the community we serve. Best practices will be the model for care and quality will be the number one priority for the practice.

* Operations: Efficient operations will be a key component of the success of the practice. Through facility layout, technology, and carefully thought out processes the clinic will optimize efficiencies and pass these cost savings to consumers. We will provide a pleasant, convenient experience to all our patients.

* Community: WCCG is dedicated to strengthening the community through the provision of urgent care and family practice health services. As part of the Powder Springs community, the practice will also strive to give back through involvement and sponsorship in community improvement programs.

* Outcomes: The mission of WCCG is aimed at improving the overall health of the community through high quality medical practices and unparalleled outcomes for the patients

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