The Children’s Hospital of Western Ontario has a rather elaborate process flow but there are a few issues they need to resolve to be more efficient. Improving their efficiency by reducing lengthy wait times for patients and their parents will provide a better customer experience. As it stands, it takes, on average 129 minutes for new patients, and 119 minutes for follow-up patients, to move through the process – give or take a few minutes here and there. The Clinic is only open 3 half-day sessions each week from the hours of 8:30 a.m. to 1:00 p.m. The rest of the time the Clinic is used by other doctors for other sub-specialties. The Clinic sees, on average, 80 patients per week, of which 60 percent are returning/follow-up patients. The visit starts at registration where the patient fills out paperwork and waits for either Radiology to call them for an X-ray or for a nurse to call them to an exam room. If they are called to Radiology first, the process is longer due to more paperwork and more waiting. There is often a wait in Radiology due to the need for adjustments to the X-ray machine. Then the patient must wait for the exam, the time to develop the film, then a handoff to the patient of the developing and interpreting of the film. The patient then returns to reception to hand off the film and wait, again, to be called to an exam room. Once in the exam room the patient was seen by either a surgeon or a senior resident. If adjustments, alterations, or removal of a cast was needed, the patient would have to wait for the cast technician. Once this exam was finished, the patient is discharged. Utilization rates within the hospital are:
The bottleneck is...
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