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Managing patient demographics.

C Baumstein1, S Block, J Whitworth

  • 1Kenmore Center of Harvard Community Health Plan, Boston, MA.

Journal for Healthcare Quality : Official Publication of the National Association for Healthcare Quality
|December 9, 1993
PubMed
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Accurate patient demographic data is crucial for quality healthcare. A quality improvement project found that the automated system, not staff, was responsible for inaccuracies in the Harvard Community Health Plan

Area of Science:

  • Healthcare Management
  • Health Informatics
  • Quality Improvement

Background:

  • Inaccurate patient demographic information, including phone numbers and addresses, hindered clinicians' ability to provide high-quality patient service.
  • Accurate demographic data is essential for timely patient communication regarding lab results and follow-up care.

Purpose of the Study:

  • To improve the accuracy of the Harvard Community Health Plan's member database.
  • To identify the root cause of demographic data inaccuracies.

Main Methods:

  • A cross-functional project team was commissioned.
  • A quality improvement problem-solving methodology was applied, focusing on vital problems and data analysis.

Main Results:

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  • The investigation revealed that staff were not at fault for the inaccurate data.
  • The root cause of the inaccuracies was identified as the automated system responsible for data acquisition, updates, and maintenance.

    • Conclusions:

    • The automated system requires modification to ensure accurate maintenance of member demographic information.
    • Addressing systemic issues in data management is key to improving healthcare service delivery.