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LEAN SIX SIGMA WORLD CONFERENCE ABSTRACT

Muda Marauders Attack Central Registration

Presenter:

Elisa Torres, Process Improvement Project Manager, BayCare Health System, Clearwater, FL, USA

Co-Presenter: Dr. Muyuan Li, Sr. Health System Engineer, BayCare Health System, Clearwater, FL USA

Keywords:

Ambulatory, Registration, Change

Industry:

Healthcare

Level:

Intermediate

In this presentation, you will learn 1) a Lean and Six Sigma approach to address the design of a central registration process at an outpatient lab and imaging facility, 2) how simulation and modeling techniques were used to align staffing to the reengineered process, and 3) results from the implementation.

Objective/Purpose

Healthcare is plagued with waiting. In the Ambulatory arena, patients may have lab appointments, imaging appointments and/or lab and imaging appointments on the same day. However, they have to repeat check-in and registration multiple times at different service areas. Part of the reason is that the system and processes are designed for individual clinics and departments rather than centered around patients. The Healthcare industry is at a cross-roads to redefine its care delivery model with a patient-centered experience.

Methods/Approach

We utilized Lean and Six Sigma methodologies to address the design of a central registration process, how patients flow in the facility, and automations via technology innovation. In addition, we utilized simulation and modeling to investigate the appropriate level of staffing.

Results/Findings

This project enabled a 33% reduction in non-value adds, achieved the established operational goal twelve out of twelve months, and increased patient satisfaction score from 76% to 83%.

Conclusion

This project was a collaboration among operational leaders, frontline team members and information technology. It helped streamline the experience for our patients at an ambulatory facility. The implemented improvements are being used as an example to improve patient experience at other outpatient lab and imaging centers across the system and to design a new 115,00 square foot/$53M ambulatory facility. 

Call for Proposals

Proposal Submission Deadline:
October 11, 2019

Acceptance notification date:
November 11, 2019

Early Registration Deadline:
February 11, 2020

Please make sure to review and prepare the material needed before you start the on-line Proposal Submission Form. Click here to see Proposal Submission Guidelines.

Who May Submit: This online form may be used by a principal speaker, co-speaker, contact person, or a committee member submitting on behalf of a speaker.

Multiple Proposals: You may submit multiple proposals.

Conference Registration Fee:
The conference registration fee is waived for the principal speaker of accepted proposals. Speakers are responsible for their travel expenses and arrangements. Co-speakers will receive a 30% discount for the conference that they are presenting at.

Length of Presentations: Technical sessions are typically 35 minutes. There will be a limited number of "double" sessions, 70 minutes, at the end of each day.

You will need the following to submit a proposal

Proposal Title: Maximum 80 characters including spaces. 

Keywords:Please include three keywords with a maximum of 100 characters, including spaces. 

Industry Sector: Please select the most relevant Industry sector for the proposal from a list.

Abstract: The Abstract should be 1,500 to 5,000 characters (note that it is Characters, NOT words), including spaces.

Biography: The Biography must be 1,500 to 5,000 characters, including spaces.

Public Profile: LinkedIn or Public Profile for link for the Principal Speaker: 

Speaker's Photo (optional)

Sample Video (optional)

Government Organizations




Corporations

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© Copyright 2019 American Quality Institute. All Rights Reserved.

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