Capture, Analysis, and Management of Patient Wait Times for Outpatient Phlebotomy Pathology Informatics 2010 Kavous Roumina, Ph.D. Richard Hill, M.B.A. Walter H. Henricks, M.D. Cleveland Clinic

Walter H. Henricks, M.D. Background and Objective Patient satisfaction is a point of emphasis in healthcare organizations today. The time that patients wait for outpatient phlebotomy directly impacts their satisfaction. Objective: devise a simple yet efficient system to capture and analyze time interval between patients’ arrival at the phlebotomy location and entry into the phlebotomy room

Walter H. Henricks, M.D. Technology - Patient Wait Time Study (PWTS) system Web-based application (ASP.NET, Microsoft) captures raw data real-time Second component (VB.NET, Microsoft) batch-processes, validates, and stores the data in a database application (Access, Microsoft).

Walter H. Henricks, M.D. Process - PWTS System Select the study location

Walter H. Henricks, M.D. Process - PWTS System Patient given card and Start Time (green side) scanned upon patient’s arrival Patient keeps the card

Walter H. Henricks, M.D. Process - PWTS System Start time scanned

Walter H. Henricks, M.D. Process - PWTS System Start time processed

Walter H. Henricks, M.D. Process - PWTS System Scan Stop Time (red side) when patient called for phlebotomy (card is returned)

Walter H. Henricks, M.D. Process - PWTS System If there is a cause for any delay in processing, a pre-defined reason is selected. Reasons for delay enables better categorization of potential problems.

Walter H. Henricks, M.D. PWTS Database Reports Generated shortly after the completion of the study. Grouped by region, location, day-of-week, etc. Available for a “rolling” 13 month period (to allow for comparisons). Available as PDF on the intranet

Walter H. Henricks, M.D. PWTS Database Report Definitions Patients Waiting More Than 20 Minutes: –Count of wait times 20 minutes or longer, grouped by the “Reason Delayed.” Patients Waiting More Than 20 Minutes – Averaged: –Average wait times and the number of patients who waited 20 minutes or longer. Statistical Summary: –Min, max, and average wait times as well as the number of patients. Excludes entries that specified a “Reason Delayed.”

Walter H. Henricks, M.D. PWTS Database Report Definitions Visit Counts by Time Intervals: –Count of patients who waited 5, 10, 15,... minutes. Visit Counts by Time of Day: –Count of patient visits for each hour of operation. Wait Time Details: –All validated and processed data.

Walter H. Henricks, M.D. PWTS Results Mgmt. Scorecard based on PWTS reports (single month’s study), across locations Across locations

Walter H. Henricks, M.D. PWTS Results Mgmt. Scorecard based on PWTS reports (single location, “rolling” 12 months):

Walter H. Henricks, M.D. Results and Impact – PWTS System PWTS system has been implemented at 23 outpatient locations across Cleveland Clinic Health System 184,325 visits have been captured at initial (17) locations over 19 months, averaging 570 visits/week/location. Statistical reports are available within hours of completion of measurement period (one week/mo.), compared to weeks with previous manual method

Walter H. Henricks, M.D. Results and Impact – PWTS System (cont’d.) Analysis of data has enabled better distribution of personnel/resources at various locations and across various times of the day. Timely availability of such data has, for the first time, recently enabled attainment of the goal of maximum permissible wait times (20 minutes) across all participating locations.

Walter H. Henricks, M.D. Conclusions – PWTS System An effective, simple, yet robust system has enabled easy capture and rapid analysis of wait times for outpatient phlebotomy, an area in which laboratory directly impacts patient satisfaction. PWTS provides management data that helps focus resources where necessary, keeping wait times within set targets. System is deployable, without major modifications, in any setting involving patient waits such as physician offices, emergency rooms, radiology, and others.