Approaches to Improve the Outpatient Medical Record for Elderly Patients: A Case Study of Veterans General Hospital

Abstract

The main objective of this research study is to examine problems and needs of Veterans General Hospital (VGH)’s elderly patients and develop approaches to improve the outpatient medical record of VGH. The researchers employed mixed method research and collected data from 118 medical staff associated with the VGH’s outpatient services and 7 VGH’s executives and heads of departments. The researchers found that, for elderly patients, outpatient medical record services were the most critical problem, followed by the issues of VHG’s facilities, service systems, and medical staff, respectively. Focusing on the medial record service problems, the researchers found that preparing medical records for new elderly patients was the most critical issue, followed by making an appointment with elderly patients, and storing medical record data of elderly patients, respectively.  In terms of elderly patients’ needs, the researchers found that these elderly patients wanted VGH to improve medical service processes like reducing patient wait times the most, followed by providing a fast lane for elderly patients, increasing the number of medical personnel, and training medical personnel who serve older patients, respectively. Lastly, the researchers provided approaches to improve VGH’s services for the elderly, namely improving the safety of VGH’s facilities and service areas, increasing assistive devices for seniors, improving communication strategies with the elderly, providing special services for the elderly, increasing the number of medical staff who serve the elderly, and enhancing the effectiveness of VGH’s management information systems for elderly patients.