1.3. Developing
a Business Plan
Operations Plan
The operations plan should describe how patients flow through the
clinic and how the management side of the organization works. If a
new building or program is contemplated, this section should describe
how that activity will be carried out.
The system of patient care should be described so the reader
understands how patients are served. This section should address
topics such as the following:
- How patient eligibility
for services is determined.
- How appointments are scheduled.
- The patient registration
process.
- Staffing levels and types
of health professionals.
- Type of services provided.
- How patient charges are
determined.
Tips
- Emergency access should
not be restricted based on payer category or patient type.
- Only appointment slots, new patient routine
care, and comprehensive exams can be managed chair time.
- Emergency access is managed
by limiting the total number of emergency patients seen per
day.
- Emergencies can be
absorbed in the uncompensated care appointment ratio or “write-
offs” if revenue collections for
these types of services are minimal.
- Clinics
must be able to justify why services or populations are excluded
from the scope of practice, if the scope of services is limited.
The management system should also be described. Topics should include
the following:
- How administrative staff
relate to each other.
- How decisions are made.
- How management and control
systems, such as productivity and financial reports, are used.
The plan for implementing and operating a new project should be
described, as well. Topics should include the following:
- The development phases of
the project.
- A project timeline.
- Roles of existing and new
staff.
- Funding sources.
- Integration of new activities
into existing operations.
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