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General Surgery ClinicBMC,[object Object],Operations Team 4,[object Object],Asad Butt,[object Object],EszterHamori,[object Object],DineshKurian,[object Object],Cristina Pedroza,[object Object],Joel Samen,[object Object]
Boston Medical Center (BMC) ,[object Object],“Exceptional care without exception”,[object Object],Private Non-profit,[object Object],Located in South End,[object Object],BU’s Teaching Hospital,[object Object]
Meet the Patients,[object Object]
…Their Medical Concerns,[object Object]
…And Medical Care Competitors,[object Object]
Environment,[object Object],[object Object]
Nurse Practitioners
Reception Staff
Attendings
Residents
Students
Patients
Examination Rooms,[object Object]
Consultation Process,[object Object],Staff´s Perspective,[object Object],Medical Assistant,[object Object],Resident Doctor,[object Object]
Consultation Process,[object Object],Staff´s Perspective,[object Object],Attending Doctor,[object Object],Wound Care Ostomy Nurse (Specialist),[object Object]
Why You Wait at the Doctor,[object Object]
Issues with the Process,[object Object],Throughput Time,[object Object],Machinery,[object Object],Measure,[object Object],Variability in Demand,[object Object],Non-English Speaking Patients,[object Object],Patient Type,[object Object],Case Type,[object Object],Small Number of,[object Object],Translator Phones,[object Object],Attendings,[object Object],Effectiveness vs. Efficiency,[object Object],On the Job Learning,[object Object],Shared Resources,[object Object],Availability,[object Object],Staff,[object Object],Training,[object Object],Program,[object Object],Manpower,[object Object],Method,[object Object]
Absenteeism,[object Object],Machinery,[object Object],Measure,[object Object],Socioeconomic,[object Object],Factors,[object Object],Transportation,[object Object],Lack of Escort,[object Object],Can´t Skip Work,[object Object],No Car,[object Object],Access to Public Transportation,[object Object],No Children Care,[object Object],Limited Parking,[object Object],Limited / No-Coverage,[object Object],Uncomfortable Seating,[object Object],Dark, Boring, Narrow,[object Object],Clinic ,[object Object],Premises,[object Object],Insurance ,[object Object],Coverage,[object Object],Materials,[object Object],Method,[object Object]
Expectation Misalignment,[object Object],Measure,[object Object],Measure,[object Object],Data ,[object Object],Collection,[object Object],Market Research,[object Object],Customer Satisfaction,[object Object],Survey,[object Object],Benchmark,[object Object],Lack of Process,[object Object],Statistics,[object Object],No Written Procedures,[object Object],Disconnection with Top Management,[object Object],Role Ambiguity,[object Object],No Targets Set,[object Object],Service ,[object Object],Guidelines,[object Object],Staff Working ,[object Object],As a Silo,[object Object],Method,[object Object],Manpower,[object Object]
Quality of Service: Process Specifications,[object Object]
Quality of Service: Process Expectations,[object Object],Doctor,[object Object],Patient,[object Object],Misalignment,[object Object],Expectation:,[object Object],To be simultaneously effective and efficient,[object Object],Short time with each patient,[object Object],Expectation:,[object Object],Spend approximately 39 minutes with medical staff,[object Object],25 Minutes with Medical Staff,[object Object]
Recommendations,[object Object]
Recommendation: Address No-Show Rate,[object Object]
Recommendation: Reduce Schedule Variability,[object Object]
Recommendation: Decrease Throughput Time,[object Object]

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Operations Presentation on the General Surgery Clinic at Boston Medical Center

Notes de l'éditeur

  1. No issues with Material
  2. No issue with ManpowerMaterialsMachineryManpowerMethodMeasure
  3. Talk about how the data was collectedOur data points to a wide variation in the time it takes to complete each step in the process, largely because the process is different for each patient and because a lot is dependent on constantly changing variables, including available doctor and room capacity.Steps from check-in to triage to examination to consultation – point to wide variation along the way. Generally, long times both to wait for resident examination and for the examination itself.
  4. Though our discussions with doctors and patients, we noticed that there were some differences between the amount of time a doctor expects to spend with a patient and the amount of time a patient expects to spend with a doctor. Because of their long list of patients, doctors aim to do the best job possible while simultaneously being efficient. This leads to them trying to spend a short period of time with each patient.The patient, on the other hand, expects that it will take a long period of time in order for the doctor’s examination to be thorough. According to our survey, patients expect to spend about 39 minutes with the medical staff, including triage, examination, and consultation. In reality, they spend about 23 minutes on average with the medical staff. This difference between the patient’s expectation, the doctor’s expectation, and the actual experience leads to a misalignment between the expectations of stakeholders.