Why has Get Well's remote patient monitoring service experienced a 15% increase in alert response times during the past quarter?

Introduction

Get Well's remote patient monitoring service has experienced a 15% increase in alert response times during the past quarter, raising concerns about patient care quality and operational efficiency. This analysis will systematically identify, validate, and address the root cause of this issue, considering both immediate and long-term implications for the service.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has there been any change in patient volume or acuity during this quarter compared to previous quarters?

Why it matters: Seasonal variations could explain the increased response times. Expected answer: Patient volume has increased by 10% due to flu season. Impact on approach: If confirmed, we'd need to focus on scalability solutions.

• Considering potential system changes, have there been any recent updates to the alert system or monitoring software?

Why it matters: Software changes could inadvertently affect response times. Expected answer: A minor update was implemented at the beginning of the quarter. Impact on approach: If true, we'd prioritize investigating the impact of this update.

• Thinking about staffing, has there been any significant change in the number or experience level of staff handling alerts?

Why it matters: Staff changes could directly impact response times. Expected answer: There's been a 5% increase in new hires due to expansion. Impact on approach: If confirmed, we'd focus on training and onboarding processes.

• Regarding alert categorization, has there been any change in how alerts are prioritized or routed?

Why it matters: Changes in alert handling could affect overall response times. Expected answer: No changes have been made to alert categorization. Impact on approach: If true, we'd look more closely at other factors affecting response times.