Case Study

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1. What features of the appointment scheduling system were crucial in capturing "many grateful patients"? a. Punctual Appointment Times e.g., being on time: This is perhaps the most crucial feature of the appointment scheduling system were crucial in capturing "many grateful patients" e.g., punctual appointments (e.g. "I see patients exactly at the appointed hour more than 99 times out of 100") result in "many grateful patients." ("We really appreciate your being on time"). b. Organized and Lean Schedule: E.g. in the scenario there were five examining rooms: three examining rooms used routinely, a fourth that reserved for teenagers, and a fifth for emergencies, so the physician doesn't waste time waiting for patients and they rarely have to sit in the reception area, which keeps parents grateful when children do not have to sit and wait with other sick children in the waiting room. c. Flexible Appointment Scheduling: This is crucial feature that links back to the first point. An appointment scheduling system that is flexible helps to keep appointment on time (99 out of 100) so the physician can accommodate emergencies, latecomers etc. without making patients wait in the catch-up game. d. Respectful and Convenient Appointment System: E.g. "most people are happy with the way we run it, and tell us so frequently". 2. What procedures were followed to keep the appointment system flexible enough to accommodate the emergency cases, and yet be able to keep up with the other patients' appointments? The procedures that were followed to keep the appointment system flexible enough to accommodate   emergency cases and   be able to keep up with the other patients' appointments were: • Scheduling appointments to see approximately 20 to 30 patients between 9A.M. and 5P.M, in allows flexibility to accommodate 40 to 50 patients in the same number of hours if the physician has an emergency case.   • Keep a number of open slots for three on the busiest day. • First visit is...
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