Case Study: Enhancing the Prenatal Care Experience

Enhancing the Prenatal Care Experience

Prenatal patients have many — often brief — appointments. Yet, after visiting their providers, they can spend up to an hour waiting to meet with their discharge coordinators. In our 2017 cycle of Catalyst, Venice Family Clinic began piloting a solution for an alternative checkout process for their prenatal patients.

Venice Family Clinic patients have reported dissatisfaction with this inefficient checkout process, long wait times, and miscommunication around the necessity of a discharge. Sometimes busy work-life schedules force patients to leave without this critical case management, creating a gap in future visit planning and an incomplete understanding of post-treatment instructions. At the same time, discharge coordinators are struggling to manage the hectic patient flow without burning out.

To solve this problem, a team at Venice Family Clinic is testing a two-day callback system.