GE Healthcare Partners adopted Lean methodologies to map the process and identify process waste and areas of low patient value. Then, together with hospital representatives and project team conducted deep root cause analysis to understand the problem and develop solutions to improve the department and patient experience.
Some key initiatives implemented:
- No show rate; patients now follow a new simplified booking process to ensure
appointments are booked immediately after referral. Additionally, a patient
reminder system and process has been implemented.
- Call center; call center was optimized to ensure patients receive a call reminder and
the team is appropriately resourced to manage this work.
- Policy & Patient commitment; patients education regarding missed
appointments has increased and policies implemented to ensure this behavior
is changed over time.
- Department reporting; visual management was implemented to enable the
departmental and hospital leadership teams to quickly and efficiently identify any
issues and where improvements have been made.
- System updates; the system was updated to ensure an easier method of
capturing patient data was achievable by all members of the clinical and
- 18% reduction in total traffic to the OPD
- 90% reduction in the number of refill clinic patients
- Completion of 70% update of patient contact information
- 37% decrease in the overall noshow rate
- 130% increase in percentage of doctors timely attending to their clinics
- 27% decrease in the number of delayed medical files, that is, 33 daily patients are not having to go back home without seeing the doctor because of medical file issues
- 28% increase in clinical capacity
- 90% of OPD nurses, and 50% of
admin OPD staff received service
GE Healthcare Partners leveraged their deep relationship with the MoH and KSMC to further enhance their operations, driving ownership and rigor in improvement methodologies the team were able to implement solutions
A number of challenges were found within this Outpatient department:
- Process inefficiencies caused confusion and was thought to be a contributing factor in patient dissatisfaction.
- Ineffective patient reminder process and system; causing misunderstanding and frustration around appointment times.
- Lack of reporting regarding the OPD performance.
- The no-show rate for Outpatient appointments ranged from 35-50% - representing a significant amount of waste within the system and a key driver longer waiting lists
and poor patient experience.
- Long waiting times to speak to the call center, long & confusing waiting lists, inefficient reminders for patient appointments, and inefficient operational processes