Muda Marauders Attack Central Registration


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


Ambulatory, Registration, Change





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.


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.


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.


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%.


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. 

Please select the relevant Registrant Type from: a) Conference & Workshops; b) Exhibits & Sponsorship; c) Speakers & Co-Speakers

Submit your PowerPoint by
January 31, 2019
Speakers’ Orientation Meeting:
Tuesday, March 12, 2019,
6 PM-7 PM

Please download the Speaker Instructions here

Conference Chair's Message 

Joel Smith

Continuous Improvement is not just something a Lean Six Sigma (LSS) practitioner leads their organization in practicing, but is also a core competency of their professional makeup. That is why more and more innovative and leading companies are looking for leaders that use the LSS way of thinking in everything they do within their organization.

In this era of data science and machine learning, the ability to connect the dots for end to end solutions across the boundaries of people, process and systems is the key to success. This year’s conference is focused on making sure we are “continuing” our journey as practitioners. Whatever your level of experience, you will learn new concepts, new perspectives and network with the best in the industry.