Supplier (S) Input (I) Process (P)

Appointment Scheduling
(booking appointments,
Existing Appointment Patient Appointment Requests managing
Scheduling System (phone calls, online forms) cancellations/rescheduling)

Appointment Confirmation
Patient Demographics (name, Communication (sending
Patient Registration System insurance, medical history) confirmation emails/texts)
Patient Check-in and
Registration (collecting
Patient Demographics Staff Availability and Schedule additional information, verifying
Database Data insurance)
Room Assignment and
Preparation (assigning
Staff (e.g., receptionists, Appointment Type and examination rooms based on
nurses) Expected Duration Information needs)
Output (O)

Confirmed Appointment
Schedules (communicated to
patients)

Appointment Records
(updated in scheduling
system)

Patient Medical Records

(updated with visit details)

Completed Service Documentation (completed forms, referrals, etc.)

 Customer (C)

Patients (receiving scheduled healthcare services)

Healthcare Providers (conducting patient consultations and treatments)

Facility Management (monitoring resource utilization and efficiency)

Documentation (completed forms, referrals, etc.)

 Wait Time Rating (out
Month Patient Name In Time Consultation Time (Minutes) of 5)

January John Smith 9:00 AM 9:45 AM 45 4

January Jane Doe 10:00 AM 10:30 AM 30 2

January Alex Miller 11:00 AM 12:00 PM 60 1

February Sarah Jones 8:30 AM 9:20 AM 50 3

February David Lee 9:30 AM 10:15 AM 45 4

February Emily Brown 10:00 AM 10:45 AM 45 3

March Amanda Johnson 9:45 AM 10:30 AM 45 3

March Christopher Davis 10:15 AM 11:00 AM 45 4

April Elizabeth Wilson 9:30 AM 10:30 AM 60 2

April Matthew Rodriguez 10:00 AM 10:45 AM 45 3

May Christopher Clark 10:00 AM 11:00 AM 60 1

June Andrew Lopez 9:30 AM 10:15 AM 45 3

June Sophia Hernandez 10:00 AM 10:45 AM 45 4

July Daniel Johnson 8:45 AM 9:30 AM 45 3

July Emily Perez 9:15 AM 10:00 AM 45 2

August Olivia Brown 9:00 AM 9:45 AM 45 4

August Sophia Hernandez 9:45 AM 10:30 AM 45 3

August Christopher Miller 10:00 AM 11:00 AM 60 1

September Sarah Lee 8:30 AM 9:15 AM 45 3

 Patient Wait Time Rating (out
Spciality visited Month Name (Minutes) of 5)

General Physician May Sarah Lee 33 4

David
Surgery May Wilson 29 3
Elizabeth
Surgery May Garcia 34 5

General Physician May Olivia Brown 30 3

Sophia
General Physician May Hernandez 28 4
William
General Physician May Miller 32 5

General Physician May David Lee 27 5

Amanda
Surgery May Johnson 30 4
June
General Physician Emily Perez 32 5
June Christopher
Surgery Clark 34 3

June Sophia
General Physician Hernandez 26 3
June
General Physician Emily Brown 28 3
June Michael
General Physician Jackson 31 5
June
General Physician David Jones 34 4
June Elizabeth
General Physician Garcia 29 4
June Sarah
Surgery Wilson 30 3
June
General Physician David Lee 26 5
June Amanda
Surgery Johnson 33 4

June Olivia
Surgery Hernandez 28 5
June Sophia
Miller 32 4
Christopher
June
Garcia 30 4
Control Measure Control Limits and/or Specs Data Source

Appointment
scheduling software
Average Wait Time Less than 30 minutes reports

Appointment
Fill vacated appointment slots within 2 scheduling software
Rescheduling Efficiency business days reports

Overall patient satisfaction rating above 4

Patient Satisfaction (out of 5) Patient surveys

Appointment
scheduling software
Appointment Show Rate No-show rate below 10% reports

Conduct refresher training on

appointment scheduling best practices
Staff Training every 6 months Training records
Review Frequency Responsibility Out-of-Control Action Plan

Investigate reasons for exceeding wait

time limit. Analyze appointment
scheduling data, identify bottlenecks,
and implement corrective actions (e.g.,
adjust appointment scheduling
Weekly Project Manager intervals, optimize staff allocation).

Identify reasons for delays in filling

appointments (e.g., communication
issues, limited appointment availability).
Implement solutions (e.g., improve
communication with patients, develop a
Appointment waitlist system for high-demand
Weekly Scheduling Staff appointments).

Analyze patient feedback to identify

areas for improvement. Address
recurring concerns through process
Monthly Project Manager adjustments or staff training.

Develop strategies to reduce no-shows

(e.g., appointment confirmation
reminders via text or email, implement
a cancellation fee policy with clear
Monthly Project Manager communication).

Ensure staff remains up-to-date on

Project Manager & efficient scheduling practices and
Semi-annually Department Leads effective communication techniques.
Misc. Information

Track trends in average

wait time over time. Identify
opportunities for further
improvement.

Monitor rescheduling
efficiency trends. Consider
offering online appointment
rescheduling options.

Utilize different survey

formats (e.g., online
surveys, in-clinic feedback
forms) to capture diverse
patient perspectives.

Track trends in no-show

rates. Identify high-risk
patient groups and
implement targeted
interventions.

Monitor staff training

completion rates. Consider
incorporating patient
feedback into training
materials.
Category Possible Cause

Scheduling Issues Overbooking appointments

Inaccurate appointment duration estimation
Lack of buffer time between appointments

Inefficient cancellation/rescheduling management

Staffing &
Resource
Management Staff shortages (clinicians, support personnel)
Inadequate training or skill gaps

Inefficient use of staff time (e.g., administrative tasks)

Unforeseen patient issues (e.g., emergencies, complex
Operational Issues cases)
Equipment or technology malfunctions
Inefficient clinic layout or workflow
Communication
Issues Poor communication between staff and patients

Lack of clear communication about potential wait times

Impact on Wait Time

Not enough time allotted per appointment

Appointments run longer than planned

No time for unexpected delays (e.g., complex cases, late arrivals)

Difficulty filling vacated slots quickly

Fewer resources to handle patient flow

Increased time required per patient interaction

Less time available for direct patient care

Disrupts schedule and delays other appointments

Delays completion of procedures or tests

Unnecessary movement or delays in accessing resources

Misunderstandings regarding appointment times or delays

Patients unaware of possible delays, leading to frustration

Category Problem

Man (People) Staffing: Insufficient number of staff

Staffing: Inadequate training or skill gaps

Staffing: Inefficient use of staff time

Communication: Poor communication between staff and

patients

Communication: Lack of clear communication about wait

times

Method
(Process) Scheduling: Overbooking appointments

Scheduling: Inaccurate appointment duration estimation

Scheduling: Lack of buffer time between appointments

Scheduling: Inefficient cancellation/rescheduling
management
Machine
(Equipment) Equipment malfunctions

Environment Clinic layout or workflow: Inefficient layout or workflow

Measurement
(Data) Lack of data collection or analysis on wait times
Solution
1. Conduct cost-benefit analysis to justify additional staff or flexible staffing models.

2. Develop and implement training programs to address skill gaps and improve efficiency.

4. Implement a communication protocol for informing patients about potential wait times and reasons for delays.

5. Display real-time wait time estimates in waiting areas and offer electronic updates to patients.

1. Implement appointment scheduling software with built-in safeguards against overbooking.

2. Analyze historical data to establish realistic appointment duration guidelines.

3. Introduce buffer time slots between appointments to accommodate minor delays.

4. Develop a streamlined process for managing cancellations and rescheduling to fill vacated slots quickly.
1. Implement a preventive maintenance program for equipment to minimize downtime.

1. Analyze clinic layout and patient flow. Consider redesigning or optimizing workflow to minimize unnecessary movement.

1. Implement a system for capturing and analyzing wait time data to identify trends and root causes.
Name of Employee Skill Gap Type of Training Required Training Owner

Inefficient use
of scheduling
Sarah Jones software Software-specific training workshop IT Department

Difficulty
prioritizing
tasks and
managing Time management and prioritization
David Lee workload workshop External Consultant

Communication
skills with
patients during Patient communication and conflict Human Resources
Emily Brown scheduling resolution workshop Department

Understanding
insurance
verification Insurance verification and coding
Michael Garcia processes procedures workshop Compliance Officer

Knowledge of
appointment
types and On-the-job training and observation
Amanda Johnson durations with experienced staff member Department Supervisor
Training Date

May 20, 2024 - May

22, 2024

28-May-24

June 3, 2024 - June

4, 2024

10-Jun-24

Ongoing throughout
June 2024
Time Appointment Slot Buffer
8:00 AM

8:05 AM Appointment 1 5 min

8:10 AM 5 min

8:15 AM Appointment 2 5 min

8:20 AM 5 min

8:25 AM Appointment 3 5 min

8:30 AM 5 min

8:35 AM Appointment 4 5 min

8:40 AM 5 min

8:45 AM Appointment 5 5 min

8:50 AM Break
9:00 AM

9:05 AM Appointment 6 5 min

9:10 AM 5 min

9:15 AM Appointment 7 5 min

9:20 AM 5 min

9:25 AM Appointment 8 5 min

9:30 AM 5 min

9:35 AM Appointment 9 5 min

9:40 AM 5 min
9:45 AM Appointment 10 5 min
10:00 AM Lunch Break
Category Voice of Business (VoB) Voice of Customer (VoC)

Average wait time before

Wait Times consultation Average patient-reported wait time

Time taken to fill vacated Patient experience with rescheduling

Rescheduling Efficiency appointment slots options

Overall patient satisfaction with Patient ratings of the scheduling

Patient Satisfaction appointment scheduling process

Number of patients who arrive for

Appointment Show scheduled appointments
Rates
Data Source Measurement Method

- Download wait time data from scheduling software. - Conduct

Appointment patient satisfaction surveys after appointments, specifically asking
scheduling software, about wait times.
patient surveys

Appointment - Track the time it takes to fill cancelled appointments through

scheduling software, scheduling software reports. - Collect patient feedback on
patient feedback rescheduling options through surveys or feedback forms.
forms
- Conduct patient satisfaction surveys that address scheduling
Patient surveys, experience. - Monitor online reviews for mentions of appointment
online reviews scheduling.

- Track the number of "no-shows" through appointment

Appointment scheduling software reports.
scheduling software
Task Project Manager (Samir) Raghu Minakshi Aditi Nidhi

Project Kick-off R C C C C

Define Project
Scope R C C C C

Identify Customer
Needs (VoC) R C R C C

Identify Business
Needs (VoB) R C R C I

Define Project
Deliverables R R C C C

Develop Project
Timeline & Budget R R C C C

Identify Risks &

Mitigation
Strategies R R C C C

Develop
Communication
Plan R R C C C

Develop Data
Collection Plan
(VoB & VoC) R C R R C

Obtain Project
Approval R I I I I
 Champion
(Mr. Sameer
Sponsor (Mr. Jon Yadav)
Ilyas Doe)

C I I

C I I

I I C

C I C

C I I

C I I

C I C

C I I

C I I

I R C
Communication Method Content

Project introduction, goals, roles & responsibilities, stakeholder

Project Kick-off Meeting expectations

* In-depth discussions on VoC and VoB data collection methods (e.g.,

surveys, focus groups, patient feedback forms). * Collaborative
brainstorming of potential solutions to address wait times and
rescheduling challenges. * Review and refinement of the project
timeline and budget based on team input. * Updates on any risks
Regular Project Meetings identified and planned mitigation strategies.

* Distribution of meeting minutes and action items following each

project meeting. * Sharing of relevant documents, such as data
collection templates, project charter, and initial project plan drafts. *
Requests for specific information or feedback from team members on
Email assigned tasks.

* Utilization of task boards to visually track progress on defining project

scope, deliverables, and communication plan. * Uploading of
documents for centralized access and version control. * Creation of
Project Management Software communication threads for specific topics or tasks, facilitating focused
(Optional) discussions among relevant team members.
Frequency Responsible Party

Once at project Project Manager (Samir)

initiation

Project Manager (Samir)

Weekly

Project Manager (Samir)

and Core Team

As needed

Project Manager (Samir)

and Core Team

As needed