Improving Waiting Time and Patients' Experience in a Medical Retina Clinic
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The aim of this project was to reduce patients’ waiting time and increase level of patients’ satisfaction by improving patient flow pathway and service capacity in the medical retina clinic. The change project was conducted due to the high demand on this clinic as there is expanding need for the intraocular injection across the United Kingdome, resulting in long waiting time affecting patients’ satisfaction. Thus, a need had been raised to enhance the capacity and utilise the provided services by analysing the best ways to increase the number of patients receiving the intraocular injections per session and to reduce patients’ waiting time with improving their experience. Patient's pathway was redesigned in more efficient way where unnecessary steps and delays were removed. The Health Service Executive change model was selected to structure the project's steps as it is nonlinear model which allows flexible movement with adjustment of the change process at any time. Several evaluation methods were used in this project before and after the change. A total of 100 patients questionnaires which included information on waiting times and patient satisfaction were distributed during two times period in the retina clinic. Streamline patient's flow through process mapping along with time measuring and waiting time data were done after observing patient’s journey in addition to Kirkpatrick Evaluation Model for training and informational session. The main result of the implemented change was doubling number of patients receiving the injection at same time so the average waiting time was reduced from 120 minutes to 60 minutes (±10minutes) which led to raise patients’ satisfaction to 90% (n=45) where 50% (n=25) were not satisfied with long delays before the change. In conclusion, the change project was successfully implemented in the retina clinic due to the strong management support and the effective collaboration between the stakeholders.