Customer: Tennessee Valley Pain Consultants

Problem / Challenge: Long patient wait times are resulting in patient dissatisfaction and overall flow issues.

Proposed Solution: Establish a lean improvement team to determine causes of patient waiting and implement improvements to reduce wait time.

Methodology and Outcomes:

lean healthcare pain center wait timesTeam & Training: Team members attended 4-Day UAH Lean Healthcare Academy training developed a project plan to reduce wait time.

Mapping: The team created a high-level process map of four major areas: Waiting Room, Pre-Op, Procedure and Recovery. They then constructed cause and effect diagram to identify potential causes and identified communication and scheduling as key improvement areas.

Simulation: UAH Lean Healthcare practitioners developed a simulation model to illustrate impact of scheduling changes on patient wait time and to study capacity due to changes in physician and patient routing.

The team implemented the following improvements:
• Improve communication between clinic, procedure staff and physicians.
• Develop standard schedule for each physician.
• Change appointment schedule to 15 minute increments (in line with procedure process time)
As a result of the activities, patient wait time decreased 34%.