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Program Design & Management
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Home   >   Immunizations/Flu Shots   >   Components   >   Program Design & Management
Managing Programs All Across The Country
 

The Immunization Programs are managed using a “hub and spoke” network. The hub, or central contact, is the Summit Health Service Center located in Southfield, Michigan. This service center manages staffing in more than 30,000 corporate locations throughout the country.

A program manager at the Summit Health Service Center is designated for each client as the contact person for immunization and flu shot programs. The program manager works with clients’ representatives at corporate and field offices and serves as the liaison to more than 6,000 Summit Health employees nationwide to provide high quality, seamlessly integrated programs. Program managers work with clients throughout the process; from planning, through execution, to program review.

Implementation of flu shot or other immunization programs follow these steps:

Diagram

Click here to see this diagram as a larger, standalone PDF


1. Overall Program Design
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Program DesignOur program design process is tailored to meet client needs and budget constraints and includes:

  • Defining the scope of the immunization program
  • Developing staffing requirements
  • Confirming clinic locations, dates, and
    site coordinators
  • Defining the marketing, communication, and education campaign
  • Coordinating the claims process with health plans that cover immunizations
  • Estimating participation by site

2. Program Administration
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Our program administration function sets the foundation for the program and includes:

a. Determining requirements by site
b. Contacting site coordinators to confirm clinic information
c. Developing customized flu clinic procedures manuals and training videos

3. Clinic Administration
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Our clinic administration function sets the foundation for each clinic and includes:

a. Selecting and scheduling staff based on clinic requirements
b. Assigning a team leader for each clinic
c. Identifying back up staff and procedures
d. Sending medical equipment, supplies, and forms to each site
e. Conducting administrative training with staff
f. Confirming directions, parking, and room assignments with each site
g. Making final confirmation calls with each site

4. Communication/Education Campaign
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We provide a turnkey communication campaign for each client to promote the program to employees at all sites. This function includes:

a. Conferring with site coordinators to customize marketing campaigns
b. Shipping promotional materials to each site
c. Supporting site coordinators in marketing immunization clinics
d. Implementing the online appointment system (on-site, telephony, and Internet)
e. Providing an e-mail address and toll-free number for employee questions

5. Clinic Execution
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The Summit Health team leader manages clinic execution and monitors quality throughout the event. Clinic execution steps include:

a. Contacting site coordinator upon arrival
b. Verifying room set up
c. Setting up immunization stations and administrative table
d. Conducting immunization clinic
e. Monitoring program quality throughout event
f. Administering satisfaction survey
g. Gathering event feedback from site coordinator
h. Cleaning up clinic site at event conclusion

6. Program Debrief
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Summit Health schedules conferences to review programs with our clients. This debriefing includes:

a. Receiving feedback from
    1. Site coordinators
    2. Summit Health local staffing managers
    3. Summit Health account executive and program manager
b. Identifying areas for program improvement
c. Discussing and sharing feedback in daily conference calls
d. Incorporating action items into future events
e. Updating procedures manuals (customized)
f. Communicating target action items to clients

Flu Shot Program Implementation Timeline
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Summit Health assigns a program manager to be the single point of contact for each client. The program manager is responsible for program implementation at each site.

A typical implementation plan for a flu shot program is as follows:

Eight Weeks Prior - Client/Summit Health conference call

  1. Introduce Summit Health team members
  2. Document client contacts/functions for event
  3. Discuss client expectations
  4. Discuss Summit Health flu shot procedure
  5. Determine which individual at the client company will receive aggregate reports
  6. Determine site event specifications (see item C under four weeks prior, below)
  7. Discuss appointment system needs
  8. Determine billing and reporting requirements
  9. Discuss marketing material, quantities required and delivery dates

Six Weeks Prior - Engage client’s site coordinator

  1. Confirm number of flu clinics
  2. Confirm date and time of events
  3. Confirm location of events (complete address)
  4. Confirm room names or numbers
  5. Estimate the number of participants for each clinic
  6. Send flu shot posters to site coordinator

Four Weeks Prior

   A. Engage client’s site coordinator
      1. Final confirmation of expected number of participants
      2. Final confirmation of clinic date, start time, end time
      3. Final confirmation of event locations (complete address)
      4. Final confirmation of room names or numbers
      5. Confirm receipt of posters

   B. Based on final estimates, determine number of staff required and facility needs
      1. Physical size of room
      2. Number of tables
      3. Number of chairs
      4. Number of wastebaskets

   C. Forward flu shot flow chart diagram with room layout to site coordinator

   D. Prepare and send online appointment system to corporate contact

   E. Identify security requirements
      1. Parking issues (passes, cost, restricted areas)
      2. Building entrances (unlocked, available to staff)
      3. Identification (security badges, temporary IDs)
      4. Provide list of staff names for security department

Three Weeks Prior - Engage client’s site coordinator

  1. Provide site coordinator with appointment system report
  2. Discuss making adjustments to staff or appointment slots if participation warrants
  3. Verify receipt of clinic administrative materials
  4. Review participant consent form

Two Weeks Prior

  1. Run appointment system report; provide to site coordinator
  2. Discuss making adjustments to staff, appointment slots or scheduling an additional clinic for site if participation warrants
  3. Finalize clinic forecast by site

One Week Prior

  1. Run updated appointment system report; provide to site coordinator
  2. E-mail site coordinator with staff names (if applicable)

Three Days Prior - Repeat appointment system report process

Day of Event

  1. One hour before event, medical staff meets with site coordinator and locates clinic space
  2. Summit Health corporate office contacts site coordinator to verify clinic setup is in progress.
  3. Throughout and at the end of the event, on-site Summit Health staff verify with on-site coordinator that event is running smoothly



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