Improve Patient Experience: Optimizing the Lab Check-In Process
Track: Quality Improvement
*This session will be included in the KnowledgeLab 2019 Recording Package
Observations of long lines at the Mayo Clinic Florida lab check-in desk during peak business initiated this project. The long lines can become a burden on patients waiting in line, to traffic passing through as well as those trying to access the elevators. Our project goal was to optimize the time required to check a patient in so that a long line doesn't develop and negatively impact the patient experience. The target was to improve control by at least 30% through the reduction or elimination of non-value added activities at the desk using the data-driven methodology that included rapid tests of change.