[A project to reduce waiting time during peritoneal dialysis visits]

Area of Science:

• Nephrology
• Healthcare Management
• Patient Experience

Context:

• Peritoneal dialysis (PD) centers frequently face issues with long patient waiting times and overcrowded facilities.
• Patient dissatisfaction often stems from prolonged waits during their visits.
• A specific PD center identified excessive waiting as a primary concern impacting patient experience.

Purpose:

• To investigate and quantify patient waiting times and satisfaction levels at a PD center.
• To identify the root causes of long waiting times using a Cause-and-Effect diagram analysis.
• To develop and implement targeted interventions to reduce patient waiting times and enhance satisfaction.

Summary:

• Initial survey revealed an average waiting time of 88.3 minutes and a satisfaction score of 78.
• Key recommendations included implementing a computerized appointment system, designated arrival times, reorganized procedures, integrated pre-visit preparation, and rearranged waiting areas.
• Post-implementation, average waiting time decreased to 27.4 minutes, with satisfaction scores rising to 86.

Impact:

• Significant reduction in patient waiting times by over 60%.
• Substantial increase in patient satisfaction scores, indicating improved care delivery.
• Demonstrated the effectiveness of process improvement strategies in enhancing healthcare operational efficiency and patient outcomes.