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Decreasing Wait Times and Increasing Patient Satisfaction: A Lean Six Sigma Approach

Godley, Mary, DNP, MSN, RN, NE-BC; Jenkins, Jeanne B., PhD, MBA, RN

doi: 10.1097/NCQ.0000000000000332
Original Article: PDF Only

Background: Patient satisfaction scores in the vascular interventional radiology department were low, especially related to wait times in registration and for tests/treatments, with low scores for intentions to recommend.

Purpose: The purpose of our quality improvement project was to decrease wait times and improve patient satisfaction using Lean Six Sigma's define, measure, analyze, improve, and control (DMAIC) framework with a pre-/postintervention design.

Results: There was a statistically significant decrease in wait times (P < .0019) and an increase in patient satisfaction scores in 3 areas: registration wait times (from 17 to 99 percentiles), test/treatment (from 19 to 60 percentiles), and likelihood to recommend (from 6 to 97 percentiles).

Conclusions: Lean Six Sigma was an effective framework for use in decreasing wait times and improving patient satisfaction.

Alamance Regional Medical Center-Cone Health, Burlington, North Carolina (Dr Godley); and School of Nursing, The University of North Carolina at Greensboro (Dr Jenkins).

Correspondence: Mary Godley, DNP, MSN, RN, NE-BC, Alamance Regional Medical Center-Cone Health, 1240 Huffman Mill Rd, PO Box 202, Burlington, NC 27215 (mary.godley@conehealth.com; mpgodley@alumni.uncg.edu).

The authors declare no conflicts of interest.

Supplemental digital content is available for this article. Direct URL citations appear in the printed text and are provided in the HTML and PDF versions of this article on the journal's Web site (www.jncqjournal.com).

Accepted for publication: February 7, 2018

Published ahead of print: June 8, 2018

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