A Cleveland Clinic & HIMSS Event. Find out more

Cleveland, OH
Cleveland Clinic
May 13-15, 2019

Sabina Mujanovic

Patient Advocate
Texas Health Resources

Sabina Mujanovic is a licensed professional counselor intern and has worked in the healthcare industry for over 10 years improving and strengthening the patient experience. Sabina is currently serving as a system patient and family experience consultant for Texas Health Resources. Texas Health has 29 hospital locations including 19 acute-care hospital locations, five short-stay hospitals, two behavioral health hospitals, two rehabilitation hospitals and one transitional care hospital. Previously, Sabina worked as a patient experience data analyst as well as patient advocate managing patient complaints and grievances. Sabina also works as a psychotherapist seeing individual clients and working with patients providing group therapy in other mental health settings.

May 15, 2019
12:20pm - 12:50pm
Room 24

This session will discuss the effects of implementing online patient registration in an outpatient behavioral health clinic setting, and its positive effects on patient satisfaction scores and reduction of no shows. After conducting 15 focus groups with patients already in treatment, Texas Health Resources learned that patients were overwhelmingly frustrated by how inefficient and difficult the outpatient registration process was. 

As attendees will learn, implementing online registration produced dramatic improvements:

  • The number of forms dropped from 40 to 3 to standardize the process.
  • Show-up rate rose to 97% compared to 30% when using paper and pencil check in.
  • Time in the waiting room decreased from 35 minutes to 5-7 minutes.
  • ''The speed of registration' question on Press Ganey went from 59th to 95th.

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