Uhs Walk-in Waiting Time Analysis

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|UHS: Walk-in Clinic | |Post-Triage Analysis | | | | | | |

University Health Services (UHS) walk-in clinic was reorganized from a first-come first-seen to a triage-modified first-come first-seen system due to complaints about waiting times, and perceived and real inefficiencies. The post-triage system demonstrated limited improvement over the pre-triage system. An evaluation of waiting times (Exhibit 5) to be seen by MDs or nurse practitioners (NPs) did not demonstrate improvement for either the unassigned patients or for the patients requesting treatment by a specific MD. Over seven minutes were added for the triage process. As the attached post-triage flow diagram illustrates, there are four significant bottlenecks that constrict daily activity with high cycle times. System Capacity (using an eight hour day) at these bottlenecks are: the cycle time 53.2 minutes can see 8.960 patients per day; cycle time 44.6 minutes can see 10.76 patients per day; cycle time 39.5 minutes can see 12.152 patients per day; and cycle time 66.6 minutes can see 7.027 patients per day. Contributing to these bottlenecks are systemic processes, variable patient demand, resulting in supply-demand mismatch.

An analysis of the supply and demand effectiveness for meeting capacity for both the MD and NP is as follows: on...
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