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