Presented at the 2013 AAPM Annual Meeting « Back

A Lean Six Sigma Quality Improvement Project to Increase Physician Clinic Schedule Utilization at an Academic Pain Treatment Center

Nathan J. Neufeld, DO, nneufeld@jhmi.edu¹, Hickory Termine, MHSA², (1) The Johns Hopkins University, Baltimore, Maryland, (2) Johns Hopkins Hospital, Baltimore, Maryland

Introduction: Lean Six Sigma (LSS) process analysis was used to increase physician clinic schedule utilization in the setting of an Academic Ambulatory Pain Treatment Center. We propose that by using LSS we will improve the percentage of schedule utilization. We analyzed clinic schedules for 6 physicians in an academic ambulatory pain clinic. We used the LSS methodology as our intervention to improve our systems process - Define, Measure, Analyze, Improve and Control (DMAIC) were used. We implemented the standardized LSS tools SIPOC (suppliers, inputs, process, outputs, and customers) and VOC (voice of the customer). During the standardized improve phase of LSS we had various interventions – combine all available return slots to consult slots, schedule ratio modeling, changing of policy. Using weekly reports of utilization we could measure percent of ambulatory clinic schedule. Pre and post intervention data was collected. Data collected from prior to our LSS project demonstrated 72% of scheduled time was utilized. After our LSS project there was an increase in clinic schedule utilization to 95% of available minutes. By using the systematic approach of the LSS methodology we have determined that the use of a standardized and well established process improvement methodology can have significant improvement on complex healthcare ambulatory clinic schedule utilization issues. Specifically, we can improve the utilization of physician clinic schedules, which is estimated to be as much as $65,000 (hospital) and $111,000 (pro-fee) increase annual charges from additional visits, consults and returns.

Funding: None.