Optimizing Patient Flow in the Ambulatory Clinic Setting

Nicole S. Batulis, MHA, LSSMBB, CPHQ

Like many service industries, healthcare providers are constantly challenged to balance quality of service with the speed of service. Both feed into the overall patient experience. Both reflect how well patient needs are being met.

Much attention has been given to improving the flow in Emergency Departments. While EDs represent the most critical point of entry into a healthcare facility based upon patient acuity, all departments should work to improve patient flow.

For the past 8 years, Dartmouth-Hitchcock has applied Lean Six Sigma methodology to increase productivity and efficiency, decreasing the complexity of processes and eliminating waste. Join Nicole Batulis to gain insight into opportunities to apply advanced Lean Six Sigma tools such as DOE and simulation modeling in healthcare. This presentation will highlight work completed to support the optimization of patient flow in the Ophthalmology Clinic at an Academic Medical Center.

In this session, the following key points will be covered:

• Designing a process that facilitates good patient flow from point of admission to point of discharge
• Applying advanced Lean Six Sigma tools such as DOE and simulation modeling to test and adjust the process prior to implementation
• Improving coordination of care, patient safety, and patient outcomes