What is your greatest challenge to making progress in:

1. Your job?

• "The greatest challenge to make progress in is staffing. My job is Acting Manager Patient Registration TSH"
• "Speaking from a manager's perspective the challenging issues are data quality, engaging patients to comply with hospital regulations related to registration, multicultural situations"
• "BUDGET, getting priority within all the other requests in the hospital."
• "Manager-Operations Centre (includes Patient Registration,Admitting, Out Patient Booking, Case Management & Utilization, Hospital Supervisors)"
• "Data quality is especially difficult in a de-centralized registration model. Getting by in from the other registration stakeholders."

a) What do you enjoy most about being a Patient Registration Specialist/Manager?

• "The challenges that each day poses, helping to make an impact to others."
• "I enjoy teaching my staff, I enjoy creating efficiencies."
• "My staff are the specialists. Desire for quality data."
• "Knowing the importance of data capture and educating others."

b) What do you dislike most?

• "Staffing issues and the union."
• "People who are not engaged"
• "Errors"
• "Staffing issues, scheduling, etc"

c) Is it challenging?

• "Extremely"
• "Usually"
• "Daily"
• "Very much so especially with so many hands in the registration pot."

d) Are there opportunities to learn & advance?

• "Yes"
• "There is always opportunity to advance in any field"
• "Absolutely"
• "Constantly. Looking towards your peers in order to achieve the best practice which can be adopted by all."

e) What keeps you at your job?

• "I love where I work, the people, the setting, the patients"
• "I ask myself the same question some days. I want to see functional change."
• "Overall, I enjoy what I do."

2. Patient encounter satisfaction?

• "You must keep the staff polite and courteous to all patients- patients perception is not always accurate when they are ill."
• "Always room to improve"
• "It is important that our practices are consistent throughout the organization so that patient's know what to expect each and every time. Patient satisfaction is about meeting their expectations... if we outline the expectation... satisfaction scores should improve."
• "Balance between quickly registering accurate information where the patient is not required to repeat themselves from one desk to the other."

3. Quality documentation?

• "The most difficult is dealing with the staff that do not have a direct line reporting structure to myself. They are not trained in the same way as my own staff and do not know all of the expectations (working on education to help)"
• "Again, always room to improve"
• "This is the number one priority from an organizational perspective... a constant challenge to maintain correct data bases and to ensure that registration staff understand the importance."
• "Lack of infomation capture. Either through time constraints or simply by the lack of asking and entering."

4.Staffing issues?

• "Clinic changes that impact Registration whereby you are not notified before hand."
• "We are 24/7…When staff are ill, this can become difficult."
• "Knowledgeable staff with a true commitment to quality"
• "None"
• "Registration clerks that have held the position long who have lost sight of why they are they. It is an on-going process to keep them ontrack with vision."

5. Funding?

• "None at the moment"
• "Can always use more"
• "Always an issue."

6. Are there any specific issues in your department that you feel could be improved upon to: improve patient safety, improve workflow?

• "Improve workflow. Taking part in the Lean Process."
• "We are always working on process improvement using lean methodology."
• "Workflow, data quality."
• "We have just undergone 2 lean events related to registration function and processes and are in the middle of a change from a decentralized model of registration to a centralized model. Two unresolved issues as yet are ensuring that positive patient identification is maintained in a centralized model and that infection control measures are maintained."
• "Requires more thought."