CQI Project

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CQI Project

• Patient Waiting
• Health Central

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Problem StatementPatient satisfaction is lower
then previous years studied. Main reason
Patient procedure wait time.
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Project Goals

• Analyze the current process of Patient Check
  In/Patient Waiting.
• Identify the problems contributing to the
  breakdown of this process.
• Collect Data/Information that will assist the
  group during the implementation of the new
  process.
• Develop alternate solutions to improve Patient
  Wait Time.
• Implement a new process that will minimize
  patient waiting in the Main Imaging Department
  and the Emergency Room.

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Analyzing the Current ProcessWhat Increases
Patient Wait Time?

• Equipment malfunctions
• Processors in need of maintenance
• Lack of cassettes for X-ray rooms
• Substandard portable machines and accessories
• Team Work
• Time management
• Proper usage of X-ray rooms
• Lack of unity among Radiographers
• Group effort

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Data Collection

• This is done to aid the QI team in developing
  solutions to improve patient wait time.
• The data collected will represent the specific
  reasons for the breakdown of their current
  process.
• Patient surveys, Radiographer surveys, and Room
  inventories will be conducted to determine the
  specific needs and problems occurring in each
  department.

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Quality Improvement Team(QI)

• The QI Team should include individuals that are
  part of the plan to improve patient wait time.
• Office personnel
• X-ray department manager
• Radiographer
• Radiologist
• Receptionist
• ER personnel
• Triage nurse
• Maintenance personnel

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Alternative Solutions to Improve Patient Waiting
TimeMain Department

• Sign-in sheet documenting patient check-in/out
  time.
• Instruct receptionist to inform patients of
  extended waiting time (only if department is
  busy).
• Supervisor assumes role of liaison between
  department and patient (explaining the long wait
  if needed)
• Complete inventory to purchase needed equipment
  such as
• Cassettes
• Grids
• Sponges and aprons
• Place technologists in every room to speed up
  procedure completion.

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Main Department Solution Chart
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Alternative Solutions to Improve Patient Waiting
TimeEmergency Department

• Fix the processor in Room 1.
• Purchase dedicated ER cassettes.
• Utilize all rooms available including portable
  machines.
• Ask for help from the main department if
  assistance is needed.
• Hire another Radiographer knowledgeable in trauma
  examinations.
• Purchase a new portable machine that is
  dependable.

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Flow Chart for Emergency Room Solutions
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Accepted Solutions

• Hire another Radiographer
• Fix processors and portable machines
• Establish a sign-in/out system for patients
• Order missing room equipment
• Cassettes
• Sponges

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Implement the New Process

• Process definition An ordered series of steps
  that lead to a desired outcome
• Supplier
• Input
• Action
• Output
• Customers
• Internal
• External

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Main and ER Department Process

• Suppliers
• Referring Physicians - they refer patients to the
  radiology department. Could be either hospital
  physicians or outside physicians
• Technical and medical supplies - Necessary for
  completion of procedures
• EMTs bringing the patients to the ER
• Input
• The input provides information in the patients
  charts or records. It provides the specific
  examination requested, patient diagnosis and
  current condition.

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Main and ER Department Process cont.

• Action
• Staffing at least one radiographer per
  radiographic room and one radiographer assigned
  to portable exams.
• Include a sign-in list with estimated wait time
  for exam to be performed.
• It is necessary to have the proper amount of
  equipment needed in each room (cassettes,
  sponges, lead aprons) to increase efficiency and
  reduce patient wait time.
• Appropriate computer entry of the procedure
  performed, start and end times, exam comments and
  patient history. Appropriate computer entry of
  the exams done improves patient tracking and
  helps the office staff better serve the patients.
• Output
• Completed paperwork and computer entry
• Completing the requested procedures in a timely
  manner to decrease patient wait.

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Main and ER Department Process cont.

• Customers
• Internal
• Referring patients
• ER physicians
• ER Staff
• Department Radiologists
• Radiographers
• Management
• File and administrative staff
• Transporters
• Nurses around the department
• External
• Patients and family members
• Insurance companies
• Community
• Future patients

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Conclusion

• If a few of these steps are taken and the
  problems corrected, patient satisfaction will
  increase.
• However if all of these steps are taken patient
  satisfaction will greatly increase and so will
  radiographer satisfaction.
• A happy work place requires both patients and
  staff to be satisfied!

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Thanks for your time!