IDS 532 Introduction to Operations Management
University Health Services: Walk-in Clinic
We have considered this entire case from the Hospital’s point of view 1. Evaluate the performance of the Walk-in clinic. Are waiting times now acceptable? (20 points) PRE-TRIAGE:
(Process time)= 32.8 min
From sign in to treatment waiting time= 29 mins
(Process time) = 32.8 min
From sign in to treatment waiting time= 29.9 min
(Process time)= 19.4 min
From sign in to treatment waiting time= 49 min
(process time) = 19.4 min
From sign in to treatment waiting time= 40.7 min
(Process time)= 32.8 min for NP
=19.4 min for physician
From sign in to treatment waiting time= 40 min for both
NP and physician
(process time) = 32.8 min for NP
=19.4 min for physician
From sign in to treatment waiting time= 57 min
for both NP and physician
The processing time has been reduced in the case of MD’s but not in the case for Nurse Practitioner. The time taken by any patient for Nurse Practitioner in Pre-Triage stage = 2+8.5+5+13.5(Average of 7.5 and 19.5)
= 29 minutes
The time taken by any patient for Nurse Practitioner in Triage stage = 6.7+3.5+4.2+5+8.5+2
= 29.9 minutes
Therefore the time taken by patient in the post-triage= 0.9 minutes= 54 seconds more compared to the time taken by the patients in the Pre-Triage system.
The time taken by patients in Triage by Nurse Practitioner is more compared to Pre-Triage as there is the service of a Triage Coordinator included in the triage system even though the waiting time has reduced. Similarly,
The time taken by any patient for Medical Doctor in Pre-Triage = 2+8.5+5+13.5(Average of 7.5 and 19.5) +10+10
= 49 minutes
The time taken by any patient for Medical Doctor in Triage
= 48.4 minutes
Therefore the time taken by patient in post-triage= 0.6 minutes= 36 seconds less compared to the time taken by the patients in the Post-Triage system.
The time taken by patient in post triage is more
The time taken by any patient for Specific Provider in Pre-Triage = 2+8.5+5+24.5
= 40 minutes
the time taken by any patient for Specific Provider in Triage. = 2+8.5+5+4.2+3.5+33.8
= 57 minutes
Therefore the time taken by patient in the post-triage= 17 minutes= 1020 seconds more compared to the time taken by the patients in the Pre-Triage system.
Problems in the pre-triage system :( Criteria to be used for waiting time to be not acceptable) 1.
Significantly high waiting time between sign in and treatment. Though the average waiting time was 23 minutes, 22 percent of the patients waited for more than 35 minutes.
The patients requesting specific physicians waited for 40 minutes after signing in even though they did not meet the nurse. 3.
Wait time is not related to the nature of the visit. Some patients had to wait for long periods of time for prescription renewals.
Inconsistency and variation in treatment due to different skills and experience of the nurses 5.
All nurses saw all the patients even though they treated only 40% of patients. This resulted in unnecessary waiting time for the nurses.
Through the introduction of the Triage system, the following problems were solved: 1.
The triage system started with the idea of implementation of the pooling system which was supposed to keep few of the MD’s vacant. Depending on the nature of the problem, the triage coordinator assigned a nurse practitioner or a physician to the patient. Therefore, if the patient did not require longer medical attention they could be cleared off soon. 2.
The triage coordinator was assigned to categorize the patients to NP or MD’s from the 13 categories allocated. This has removed the bottleneck activity of going through the Nurse practitioner, to the Physician. The walk-in Clinic has 12 treatment rooms--4 for NPs and 8 for MDs (3 of which are permanently assigned to doctors unless they are working in the clinic).
There are 22 physicians (MD) in total...
Please join StudyMode to read the full document