Cross-Site Scheduling of Endoscopic Procedures Improves Efficiency While Maintaining Patient Safety

Accuracy in scheduling complex procedures is improved through technology to aid nonmedically trained allied health professionals. We used a new computer technology to assess whether a single coordinator could schedule endoscopic procedures across sites of a multisite academic medical institution, thus improving efficiency within the clinic overall.

A multidisciplinary team designed a cross-site scheduling model. The first phase involved accurately identifying those procedures that were appropriate for nontrained coordinators to schedule. A pilot study with gastroenterology staff was implemented and evaluated and then rolled out to non-gastroenterology staff.

A significant decrease in call volumes occurred which in turn led to a decrease from >100 to 38 seconds in average speed to answer (ASA). A total of 115 hours of manpower was saved with the efficiency of being able to schedule without the need for a second coordinator.

Efficiencies in call volume and ASA led to substantial time and money savings. Because of the continued involvement of multiple work groups, changes were seen as favorable rather than burdensome. Such technology could be used across other disciplines where routine procedures or tests require specific scheduling knowledge.