Applying Lean/Toyota production system principles to improve phlebotomy patient satisfaction and workflow

American Journal of Clinical Pathology
Stacy E F MelansonMilenko J Tanasijevic

Abstract

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.

References

Nov 24, 2004·Clinics in Laboratory Medicine·Jennifer L CondelStephen S Raab

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Citations

Jul 1, 2014·Archives of Pathology & Laboratory Medicine·Aleksandar S MijailovicStacy E F Melanson
Dec 2, 2011·Archives of Pathology & Laboratory Medicine·Aileen P MorrisonStacy E F Melanson
Jun 30, 2012·International Journal of Health Geographics·Maged N Kamel Boulos, Geoff Berry
May 23, 2014·Journal of Clinical Laboratory Analysis·Yo Seop WooHye Ryoun Kim
Nov 8, 2015·Revista de calidad asistencial : organo de la Sociedad Española de Calidad Asistencial·L H Morón-CastañedaM A Isaza-Ruget
Feb 15, 2011·European Journal of Radiology·Ulf K Teichgräber, Maximilian de Bucourt
Apr 30, 2015·Leadership in Health Services·Kjeld Harald AijGuy A M Widdershoven
Aug 2, 2016·International Journal of Health Care Quality Assurance·Kenneth YipTsz-Leung Lee
Nov 10, 2012·The Nursing Clinics of North America·Joanne Farley SerembusBobbie Posmontier
Aug 21, 2012·American Journal of Clinical Pathology·Lisa M YerianKandice K Marchant
Dec 1, 2010·American Journal of Health-system Pharmacy : AJHP : Official Journal of the American Society of Health-System Pharmacists·Timothy L'Hommedieu, Karl Kappeler
Apr 11, 2018·Evaluation & the Health Professions·Thomas RotterLeigh Kinsman
Nov 23, 2019·Archives of Pathology & Laboratory Medicine·Vincent LeLavinia P Middleton
Oct 26, 2018·International Journal of Health Care Quality Assurance·Cory R A Hallam, Carolina Contreras
Feb 16, 2021·Journal of Medical Biochemistry·Pablo LetelierMartín Andrés San

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