Optimizing Patient Flow in Ambulatory Clinic Setting

Ophthalmology Patient FlowPatient Experience - Wait Time
Question: Satisfaction with Wait time at Clinic (from arriving to leaving) measured as % Top
Impact
Box Score
January 2017-December 2017
• Reduced visit cycle time
from 1:50:37 to 1:40:31
post implementation for
Retina providers. T test p
Value = 0.034
• Reduced imaging wait
times from an average of
20:38 to an average of
15:37. T Test p value =
0.001
• Patient experience scores
were trending upwards
post-implementation.
Team will continue to
monitor scores and
patient comments to
assess impact.
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
0:25:55
0:23:02
0:20:10
0:17:17
0:14:24
0:11:31
0:08:38
0:05:46
0:02:53
0:00:00
10/2/2017
30%
0:14:06
10/9/2017
36% 41%
0:21:21
0:20:55
10/16/2017
10/23/2017
33%
0:23:16 0:21:43
0:19:38
0:21:11
10/30/2017
34%
11/6/2017
34%
11/13/2017
44%
Average Imaging Wait Time (hh:mm:ss)
11/20/2017
40%
0:16:23 0:18:18 0:17:26 0:16:01 0:16:23
11/27/2017
42%
12/4/2017
12/11/2017
52% 46%
Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17
Patient Satisfaction with Wait Time at Clinic (from arriving to leaving)
Targ et
Linear (Patient Satisfaction with Wait Time at Clinic (from arriving to leaving))
12/18/2017
12/25/2017
0:12:36 0:13:04
1/1/2018
68%
Imaging Wait Time Target Linear (Imaging Wait Time)