Working From Home Increases Productivity

2 01 2010

When starting my current position one of the biggest challenges was what staff referred to as the “amnesty list”. In basic terms, this was a list of patients that were so out of date that the center was granted more time to address entry of informatics on these patients into the new national system. With the new systems and forms coming online in January 2008 the number placed in amnesty was 1,622. This was the total number of patients, not forms. If you included forms it reached well over 12,000 with multiple data points within each.

This was a daunting task by anyone’s account, but made even more problematic by the staffing level of the team it was given to. Not only were they tasked with completing work on the amnesty list, they also had current patient information to abstract and enter into not one, but two database systems (this was due to the national database not being able to link to the internal Center database).

In January 2008, when the forms went into place, there were 1,622 patients on the amnesty list and no real plan to meet this challenge.

In January 2008 the total number of forms entered into the system was 4 and the total patients removed from the amnesty list were 0.

After assuming the supervisor position it was one of my first jobs to address the situation. The roadblocks at that point were:

· Staff were sharing an office (3 in one and 1 in a cubicle)

· The office space was not big enough

· The office space allowed no privacy

· The job requirement was not outlined to the staff

· No plan of action was developed

· No expectations were written down

In the process of taking over we lost one staff to another division. We replaced her with a senior staff member from an outside agency, and also added a lower data entry staff person with the idea of training her into the position. The staff was set in April of 2008, after I assumed the role in March 2008.

In meeting the data entry needs I realized that whatever we had been doing in the past was not working so we needed to think outside the normal work process in order to meet this need. I had read a few articles on telecommuting and how it had worked in companies like Microsoft, AT&T, and the like, but the Center was not set up to work like this. After talking to my staff to get their input, we decided to try it on a trial, 90-day test run to see what we could show.

In May of 2008 there were 127 forms entered into the National database, a definite increase from the beginning of the year. When we went to telecommuting this number increased to 387 in one month and has since averaged in the 250 per month range. In the year prior the amnesty list had remained at 1,622 because everyone was working on fires and no one was tasked to face this assignment. We took the data entry staff we had hired and tasked her directly with the amnesty list in October of 2008. Since that time the list has gone from 1,622 to 575 (as of June 2009) with a projected completion date of October 22, 2009.

Measured productivity (in this case the number of forms submitted with NO errors) went from 80% to 116% in the 9 months since moving to a home based work environment. We can attribute this to a few items:

· Staff is not confined to a small work space

· Staff is allowed the freedom to work as they wish for 8 hours per day

· Staff morale is boosted by giving them autonomy in their work day planning

· Staff is given ownership of their numbers

· Staff is on their own, so “visiting” with other staff, and interruptions during the work day is minimized

Staff is required to work one day per week in the office due to required reviews with medical staff on issues that necessitate face to face meetings. Also, there is an all hands data staff meeting on the last Friday of the month to go over issues that have arisen, quality assurance, and team building.

It’s still a work in progress, and a few kinks have shown their head at certain points, mostly when a data need is required, but it is much better than it was. Ongoing effort in standard operating procedures for data entry and quality assurance is in the works.

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