CFM in a healthcare environment

1. Pre-arrival
The patient books an appointment to avoid queuing and waiting. This enables a controlled patient flow.

2. Arrival - self service
The patient selects treatment or service matching their needs and is identified by number, name or appointment reference. The patient can see information and instructions. Information is sent to the system.

3. Arrival – reception
The patient receives personal service by staff, who identifiy and ascertain their needs. The patients is identified by number, name or appointment reference. Information is sent to the system.

4. Queuing and waiting
The patient is both informed and entertained while waiting. Information on when and where to go is displayed on the ticket, LED signage, TV monitors or pre-recorded announcements.

5. Serving - preparing
Staff is prepared as they can see the patient’s identity, service choice and history before they meet the patient.

6. Serving
The patient is called and receives service or treatment based on needs, identity, patient history and staff skills.

7. Post serving
The patient provides feedback on their service experience.

8. Managing - operational
Supervisors actively manage staff and patients based on alerts and alarms.

9. Managing
Management control and operational improvements are based on Management Information (MI).