COVID-19 and clinic workflow optimization using lean six sigma.
Am J Manag Care
; 27(6): 225-226, 2021 06.
Article
in English
| MEDLINE | ID: covidwho-2293085
ABSTRACT
OBJECTIVES:
The COVID-19 pandemic has fundamentally changed the workflow of clinics. We applied Lean Six Sigma processes to optimize clinic workflow to reduce patient wait times and improve the patient experience. STUDYDESIGN:
Prospective cohort study.METHODS:
We implemented (1) pushing most extended wait times to the end of the workflow by rooming the patient directly and (2) using distractions during the waiting process by using educational videos and a timer for physician arrival in the patient exam room. We compared the patient wait times and subcomponents of Press Ganey scores as a surrogate for changes in patient experience and satisfaction from the preimplementation period (n = 277) to the 3-month (September 1, 2020, to November 30, 2020) postimplementation period (n = 218).RESULTS:
There was a significant reduction in overall throughput time (38 vs 35 minutes) and wait before rooming (11 vs 8 minutes), and increased physician time with patients (15 vs 17 minutes) (P < .0001 for all). These results corresponded with a significant improvement in Press Ganey subcomponents of (1) waiting time in the exam room before being seen by the care provider, (2) degree to which you were informed about any delays, (3) wait time at clinic (from arriving to leaving), and (4) length of wait before going to an exam room (P < .001 for all).CONCLUSIONS:
Simple, inexpensive measures can improve patient engagement and provide a safe setting for patients for clinic visits in the wake of COVID-19. In the future, clinics' common wait areas could be reappropriated to increase the number of clinic exam rooms.
Full text:
Available
Collection:
International databases
Database:
MEDLINE
Main subject:
Total Quality Management
/
Efficiency, Organizational
/
Workflow
/
Ambulatory Care Facilities
/
COVID-19
Type of study:
Cohort study
/
Observational study
/
Prognostic study
Limits:
Humans
Language:
English
Journal:
Am J Manag Care
Journal subject:
Health Services
Year:
2021
Document Type:
Article
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