62 Outpatient Laboratory Wait Time Reduction. (11th January 2018)

• Record Type: Journal Article
• Authors: Brinkley, Genelle; Lee, Angie; Bizor, David; White, Shannon; Jones, Carmen; Medina, Michael; Balani, Jyoti; Sarode, Ravi; Lee, Francesca; Wilson, Vickie; McAfee, Lela
• Is Part Of: American journal of clinical pathology. Volume 149(2018)Supplement 1
• Page Start: S27
• Page End: S27
• Publication Date: 2018-01-11
• Subjects: Diagnosis, Laboratory -- Periodicals; Pathology -- Periodicals; 616.07
• DOI: 10.1093/ajcp/aqx116.061
• Languages: English
• ISSNs: 0002-9173

Abstract

Abstract: Objectives: The goal of this project is to reduce the average wait time spent by a patient in the outpatient clinical laboratory area to 15 minutes, from time of check-in to completion of specimen collection. Methods: (1) Perform gemba walk of entire process, from patient arrival through completion of phlebotomy. (2) Adequately staff all outpatient laboratory areas in proportion to patient volume. (3) Adjust staff scheduling to meet times of high patient demand. (4) Redistribute check-in process tasks to allow admitting representatives to process patients more efficiently. (5) Assign lead phlebotomist or coordinator at each outpatient site. (6) Install computers in each phlebotomist bay for more efficient review of orders. (7) Create of different workflows for scheduled labs vs walk-in patients. (8) Rotate phlebotomists among different sites to ensure a uniform approach and mission. Results: (1) Bottlenecks identified. (2) Adequate phlebotomy staffing and appropriate scheduling achieved. (3) Phlebotomists actively involved in check-in process, by walking patient from waiting area to phlebotomy bay. (4) Computers and printers installed in each phlebotomist bay. (5) Outpatient laboratory wait time has steadily declined since initiation of project. This has occurred despite a shift in patient volume. Outpatient building: 26 minutes in 2015 to 15 minutes in 2016. Professional office building: 33 minutes in 2015 to 21 minutes in 2016. Aston: 21 minutes in 2015 to 14 minutes in 2016. Conclusion: Patients are happier due to decreased wait time, and clinicians are more satisfied because of fewer complaints from patients about the long wait time. We monitor our wait time every week and continuously look for opportunities for improvement until the goal of 15 minutes wait time is accomplished. And we are almost there.