Office Staff:

Timothy Jones (Physician and Co-Owner of New Century):

Lisa Sung (Appointments Scheduler): Responsibility for the appointment book, and her duties
include making reminder calls to patients and preparing daily appointment lists.

Fred Brown (Accounting): Handles office payroll, tax reporting, and profit distribution among the
associates.

Susan Gifford (Patient Records): responsible for the maintenance of patient records
Tom Capaletti (Insurance Processing): Handles most of the paperwork concerning insurance
reporting and accounting.

Anita Davenport (Office Manager): Supervises the staff, including Fred Brown, Susan Gifford,
Tom Capaletti and Lisa Sung.

Question for the interview:

1. What are the problems being faced using the current manual system?

2. How does the clinic manage all official works using the manual system?

3. How will the clinic manage all official works if the new system is not implemented?

4. Are the staffs/ end-users of new computerized system in your clinic computer literates?

5. Dose the new computerized system contributes to all depts. And objectives of the clinic?

6. How would the new computerized system enhance or solve problems occurring with the
manual system?

7. Does the new system have direct contribution to the clinic’s business objectives?
Specific questions for each person interviewed
1. Do the whole management and users of the new system support the project?

2. Do the users notice the need for change of current manual system?

3. Will the new system reduce workforce?

4. Is the manual system interactive and being practiced effectively by the users?

5. What will be the next step for affected employees if workforce reduction occurs?

6. Is the benefit of the new system outweighing the estimated costs?

7. What are the probable savings and costs for acquiring, installing and finally operating the new
system?

8. Does the current problem have any significance?

9. Are there any intangible factors like patient satisfaction, clinic image etc.?

10. Will the system requirements outcome be a sound business investment?

Insurance and Appointment Scheduling
Questionnaire (Patients Only)

1. What is the level of difficulty when you book an appointment?

2. How long does it take to schedule an appointment?

3. How do you prefer to book appointments?

4. What is the level of difficulty when you provide our clinic with your insurance information?

5. What is your level of satisfaction on frequent updates on upcoming appointments?

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