Improving wait times to care for individuals with multimorbidities and complex conditions using value stream mapping

Area of Science:

• Healthcare Management
• Process Improvement
• Chronic Disease Management

Background:

• Long wait times for complex chronic conditions negatively impact patients and healthcare systems.
• A LEAN methodology adaptation, Value Stream Mapping (VSM), was applied to address these wait times.
• The initiative focused on improving care for individuals with multiple chronic conditions.

Purpose of the Study:

• To reduce wait times for individuals with complex chronic conditions.
• To implement a patient-centric approach using LEAN methodology.
• To improve healthcare delivery without additional resources or funding.

Main Methods:

• An 18-month patient-centric approach incorporating LEAN methodology (VSM).
• Evaluation framework based on patient needs and perspectives, using surveys like the Patient Assessment of Chronic Illness Care (PACIC).
• Identification of non-value-added processes contributing to wait times through VSM.

Main Results:

• Wait times reduced to 2 months by 2014, with no waits anticipated in 2015.
• Increased patient engagement, satisfaction, and functional health improvements observed.
• Achieved resource efficiencies and successful implementation without increased costs.

Conclusions:

• Wait times for complex chronic conditions impose a significant burden on patients and the healthcare system.
• A novel, modified LEAN methodology effectively embedded patient voice into care delivery.
• This approach successfully reduced wait times for complex chronic condition management.