Applying Lean Techniques to Improve the Patient Scheduling Process

Abstract

A patient's access to healthcare resources often begins with scheduling an appointment with a medical doctor or other provider. An inefficient scheduling system leads to unnecessary delays in providing care for patients and frustration for referring physicians. We used the tools of lean thinking to evaluate our current scheduling system, remove wasteful processes and procedures, and implement a more efficient and effective system. In doing so, we increased the value for our patients, who benefit from more timely access to care and greater satisfaction.