Applying Lean/Toyota Production System Principles to Improve Phlebotomy Patient Satisfaction and Workflow

被引：31

作者：

Melanson, Stacy E. F. ^{[1
]}

Goonan, Ellen M. ^{[1
]}

Lobo, Margaret M. ^{[1
]}

Baum, Jonathan M. ^{[2
]}

Paredes, Jose D. ^{[2
]}

Santos, Katherine S. ^{[2
]}

Gustafson, Michael L. ^{[2
]}

Tanasijevic, Milenko J. ^{[1
]}

机构：

[1] Harvard Univ, Brigham & Womens Hosp, Sch Med, Div Clin Labs,Dept Pathol, Boston, MA 02115 USA

[2] Harvard Univ, Brigham & Womens Hosp, Sch Med, Ctr Clin Excellence, Boston, MA 02115 USA

来源：

AMERICAN JOURNAL OF CLINICAL PATHOLOGY | 2009年 / 132卷 / 06期

关键词：

Lean; Phlebotomy; Specimen collection; Process improvement; Clinical laboratories;

D O I：

10.1309/AJCP7FIKZVVTFTXQ

中图分类号：

R36 [病理学];

学科分类号：

100104 ;

摘要：

Our goals were to improve the overall patient experience and optimize the blood collection process in outpatient phlebotomy using Lean principles. Elimination of non-value-added steps and modifications to operational processes resulted in increased capacity to handle workload during peak times without adding staff. The result was a reduction of average patient wait time from 21 to 5 minutes, with the goal of drawing blood samples within 10 minutes of arrival at the phlebotomy station met for 90% of patients. In addition, patient satisfaction increased noticeably as assessed by a 5-question survey. The results have been sustained for 10 months with staff continuing to make process improvements.

引用

页码：914 / 919

页数：6