Staff, task and operations management
The clinic's morning begins with an opening list, the day runs on tasks, and the evening ends with a closing list. Shifts, leave, device maintenance and incident records are kept in the same order, so a forgotten job becomes visible with its owner and deadline.
A task is opened, handed over, and escalated to the manager when it overruns
When a task is opened, the assignee's qualification is checked first; a job cannot be assigned on an expired certificate. A task is handed over at shift change without losing its history. When an SLA is exceeded, more than a notification goes out: the task lands in front of the manager, who reassigns it, extends the deadline with a reason, or closes it, and the task is closed with evidence.
Closure
The task closes with a note or evidence; time, handoffs and the closer remain on record.
- The process is complete here.
All steps
- 01 Task opens (Task owner) A task opens with patient, appointment, lead or stock context, an owner and a due date; the SLA is defined.
- 02 Assignment check (System) The system checks that the assignee is authorized for this task and that the qualification is valid.
- 03 Handoff (Task owner) Because of a shift or leave, the task is handed over to someone else; history and notes go with the new owner.
- 04 Escalation (Manager) When the SLA is exceeded, a notification goes to the manager, who reassigns, extends the time or closes it.
- 05 Closure (Task owner) The task closes with a note or evidence; time, handoffs and the closer remain on record.
Alternative path from 02 Assignment check; it returns to the main flow at 03 Handoff.
- 02a Qualification expired: assignment rejected (System) If a certificate or qualification has expired, assignment is blocked on the server; it cannot be chosen in the interface.
- 02b Assigned to someone with a valid qualification (Manager) The manager picks another suitable person; the flow rejoins the main path.
05 Closure
Four areas from shifts to incident records run in the same order
Each area makes an owner and a deadline visible. Staff see their own shifts and tasks, managers see the team's load and overdue work, and the owner sees an operations view by branch.
- Shifts and leave
- Work schedules and shifts are prepared, and leave requests go to the manager for approval. At handover it is clear who took which job.
- Tasks and SLAs
- A task is defined with an owner, a follower, a due date and a service time (SLA). When the time is exceeded, escalation goes to the manager. A task can be opened against a patient, appointment, lead, stock or support record.
- Device maintenance and calibration
- Room and device inventory is kept, the maintenance and calibration calendar is followed, and faults and out-of-service status are recorded. For an approaching date, a task and notification are created by an automation rule.
- Incidents and corrective action
- Patient complaints and incident records are opened; root-cause analysis and corrective and preventive action (CAPA) are followed as tasks. Closure is kept with evidence.
A task opens attached to the record it came from
A task list without context does not say who is doing what and why. In HekimBis a task is tied to the record it arose from: a missing form on an appointment, a call-back for a lead, an order for falling stock, a reply to a support request. The manager finds the answer to “why was this not done” by looking at the record the task is attached to.
- Context
- Tasks open in the context of a patient, appointment, visit, lead, stock or support record. A person without permission cannot reach patient details.
- Daily lists
- Daily opening and closing and branch operations checklists are defined; items are assigned to an owner and completion is recorded.
- Qualifications
- For non-physician staff, the certificate or qualification issuer, scope and expiry date are recorded. A warning arrives before expiry, and assignment on an expired qualification is blocked on the server.
- Two separate records
- A physician's license and verification status is held in the provider directory record, and staff qualifications in the workforce record.
Quality shows when small jobs are done on time
A clinic's quality is often measured by whether small jobs are done on time: the daily sterilizer test, the cold-chain record, the call-back to a patient, the calibration date. Each looks minor alone, and together they become a patient-safety and business problem. HekimBis takes them out of people's memory and turns them into tasks with an owner, a deadline and evidence.
Start with three lists
You do not need to build the operating routine in a day. First define the daily opening, daily closing and weekly device-check lists; then turn frequently repeated work, such as a lead to call back or a missing form, into tasks. SLAs and escalation come once the team is used to the routine.
AutomationFrequently asked questions
How are shifts and leave managed?
Work schedules and shifts are prepared, and leave requests go to the manager for approval. When a task is handed over because of a shift or leave, its history and notes go to the new owner with it.
What is an SLA and how is it used?
An SLA is the service time in which a task must be completed. It is defined when the task is opened; when the time is exceeded, the escalation rule notifies the manager.
Will I get a warning when a device's calibration date approaches?
Yes. The maintenance and calibration calendar is followed, and a task and notification are created for an approaching date by an automation rule.
How is a patient complaint tracked?
A complaint is opened as an incident record; an owner is assigned, root-cause analysis and corrective and preventive action tasks are created, and closure is kept with evidence. The record shows who did what and when.
Can a task be assigned to staff whose certificate has expired?
When a non-physician staff member's qualification expires, assignment to a task that requires it is blocked on the server. A warning and escalation run before the expiry.
Can we define the opening and closing checklists ourselves?
Yes. Branch operations checklists are defined for the daily opening and closing; items are assigned to an owner and completion is recorded.
Are tasks linked to patients?
A task can be opened against a patient, appointment, visit, lead, stock or support record. Not everyone who sees a task can see patient details; access depends on permission.
Which plans include these features?
Work schedules, tasks and checklists are core in every plan; user and branch capacity is set by the plan. Security and the audit trail are not restricted in any plan.
Related pages
Features
Specialties
- RadiologyModality worklist, acquisition, matching, signed reports, and critical findings.
- Corporate health and check-upCorporate agreements, bulk work orders, panel completion, and periodic reports.
- Physiotherapy and rehabilitationPain, range of motion, and function scores, exercise programs, and sessions.
Solutions and process
Software guides