Clinic Process Improvement

In response to an effort to reduce total wait times experienced by patients and families by 20%, ease the increasing burdens experienced by medical personnel and staff, meet LHSC and CH standards of customer care and service, and follow government expense protocol and mandate, Pediatric Orthopedics clinics (POC) proposes an improved scheduling process within the clinic, dedication of X-ray equipment during clinic hours, and the addition of senior medical students during clinic hours.
The burden of moving patients through POC in a timely and efficient manner is paramount. Easing this burden will move patients through faster, thus resulting in improved customer service and less missed time at work. This will also ease the burden and pressures CH staff is experiencing on all levels moving patients from POC through the process. An objective to reducing wait times by 20% has been established to show meaningful and purposeful improvement to all parties.
POC is concerned about the amount of time patients are spending in the clinic. On average, patients spend approximately two hours in the clinic. When a patient arrives at the clinic, they are directed to the registration desk where one of three clerks receives and registers the patient. Upon registration, the patient is then asked to wait in the adjacent reception area. While the patient waits, one of three nurses verifies the medical records of the patient and determines the status of their visit for process. If the patient is in the clinic for a follow-up (FUP) appointment that requires no X-ray, the patient is directed to wait until an examination room is available, where they are seen by one or the entire surgeon, senior resident student(s), and/or cast technician. If the patient is in the clinic for a follow-up appointment, or is a new patient (NP), and requires an X-ray, they are directed to the Radiology department registration desk.
Once in radiology, they are met by one registration clerk who receives and...