Applying Lean/Toyota production system principles to improve phlebotomy patient satisfaction and workflow.
other · Level V
Where this comes from
- Record sourced from PubMed, PMID 19926584.
- Also identified by DOI 10.1309/AJCP7FIKZVVTFTXQ.
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Abstract
Our goals were to improve the overall patient experience and optimize the blood collection process in outpatient phlebotomy using Lean principles. Elimination of non-value-added steps and modifications to operational processes resulted in increased capacity to handle workload during peak times without adding staff. The result was a reduction of average patient wait time from 21 to 5 minutes, with the goal of drawing blood samples within 10 minutes of arrival at the phlebotomy station met for 90% of patients. In addition, patient satisfaction increased noticeably as assessed by a 5-question survey. The results have been sustained for 10 months with staff continuing to make process improvements.
Medical subject headings
- Efficiency, Organizational
- Outpatient Clinics, Hospital
- Patient Satisfaction
- Phlebotomy
- Workflow