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Waiting for satisfaction.

S Richins1, M Holmes

  • 1McKay-Dee Hospital Center, Ogden, UT, USA.

Journal of Healthcare Management / American College of Healthcare Executives
|April 7, 1998
PubMed
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McKay-Dee Hospital improved patient satisfaction by analyzing surgical wait times. Data-driven insights identified scheduling inefficiencies, leading to targeted improvements and higher patient satisfaction scores.

Area of Science:

  • Healthcare Management
  • Surgical Operations
  • Patient Satisfaction Studies

Background:

  • McKay-Dee Hospital Center experienced low patient satisfaction scores related to surgical wait times.
  • Physical expansion of the Same Day Department was not feasible for current patient flow.

Purpose of the Study:

  • To identify and address the root causes of prolonged preoperative wait times for surgery patients.
  • To improve patient satisfaction scores by optimizing surgical scheduling processes.

Main Methods:

  • A case study approach was employed, focusing on data analysis at a physician level.
  • The operating room/recovery room committee reviewed patient wait time data, refining definitions and delineating scheduling steps.
  • Detrimental patterns like late schedule changes and "catch-all procedures" were identified through data review.

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Main Results:

  • Preoperative wait time targets were established based on data analysis.
  • Surgeons and staff received counseling on optimized scheduling practices.
  • Surgical scheduling accuracy significantly improved, leading to reduced wait times.

Conclusions:

  • A data-driven, committee-based approach effectively identified and resolved surgical scheduling inefficiencies.
  • Implementing targeted solutions resulted in a dramatic increase in patient satisfaction scores regarding preoperative wait times.