Sunshine Community Health
Centre
Enhancing Patient Appointment Scheduling
Efficiency
PLAN
Patients face prolonged delays in scheduling appointments, averaging a lead
of time of 7 days, significantly than the the target of 3 days.
SCOPE
The initiative focuses on improving the scheduling system for general
outpatient services to meet the 3- day lead time target while maintain patient
satisfaction and resource utilization
Reduce the average
Project Goals
Allow patients to choose
appointment by 50%(
to 3 days) preferred time slots, clinicians,
and appointment types.
simplify the steps for
Provide clear information about
patients and staff to Offer real-time availability
updates to reduce back-and-forth
required documents, preparations, or book, reschedule, or communication.
other instructions. cancel appointments.
Current State Process:
Patients request appointments by phone or online.
Limited staff availability and outdated software contribute to
inefficiencies.
Inefficient communication between front desk staff and healthcare
providers leads to scheduling delays
Root Cause Analysis:
Process inefficiencies: Outdated scheduling software.
Staffing challenges: Lack of training on scheduling tools.
Communication gaps: Misaligned workflows between administrative staff and provide
Implement robust cybersecurity
measures to protect patient data.
Strategies/Improvement Theories:
Implement a modern digital scheduling system with real-time updates.
Train staff on system usage and scheduling best practices.
Improve communication protocols to coordinate provider availability.
STUDY
Analysis of Testing:
Lead time decreased from 7 days to 4 days during the pilot phase.
Staff satisfaction scores increased by 20% following training sessions.
The scheduling system achieved 90% functionality, with occasional glitches during peak hours.
Observations:
Real-time updates in the new system significantly
reduced delays in provider availability.
Feedback from both patients and staff highlighted
the need for a user-friendly interface.
Act
Decision to Adopt, Adapt, or Abandon:
Adopted the digital scheduling system with ongoing refinements.
Adapted staff workflows to optimize coordination with healthcare providers.
Rationale for Decision:
The project demonstrated a substantial reduction in appointment lead times and improved staff satisfaction,
achieving most of its goals.
Sustainment Plan for Improvements Realized:
Regular system maintenance and software updates.
Quarterly refresher training for staff.
Continuous monitoring of scheduling metrics, with adjustments as needed.
BENEFITS
Convenience and Accessibility:
Patients can schedule, reschedule, or cancel appointments anytime, improving flexibility.
Easier access to booking systems reduces the need for phone calls or in-person visits.
Reduced Wait Times:
Streamlined processes help patients secure timely appointments and avoid delays.
Improved Patient Satisfaction:
Transparency about available slots and faster booking builds trust and improves the overall
experience.
Personalization:
Patients can choose their preferred time slots, providers, or appointment types, meeting individual
needs.
Proactive Care Management:
Automated reminders and follow-ups help patients stay on track with healthcare goals.
Benefits for Healthcare Providers
Efficient Resource Utilization:
Optimized scheduling reduces idle time for providers and ensures balanced workloads.
Reduced No-Show Rates:
Automated reminders and real-time updates help patients remember their appointments, minimizing
disruptions.
