Los Angeles Health Center Shortens Wait Times

Los Angeles Health Center Shortens Wait Times

A case study implemented by the Northeast Valley Health Corporation (NEVHC) in April 2018 focuses on the feedback they received from patients through the Consumer Assessment of Healthcare Providers and Systems Clinician & Group Survey (CG-CAHPS). Based on the feedback from the CG-CAHPS, patients complained about the frustration with the amount of time they had to wait to see a healthcare provider. NEVHC used the feedback to create methods within the healthcare system to create less of a wait time for the patients with the goal of reducing the average cycle time below 60 minutes.

Data

Epstein (2016) suggests analyzing wait times and scheduling. This case study did just that with and the data collected from the CG-CAHPS starts in 2015 to the first quarter of 2017. The numbers originally showed the cycle time reduced from 82 minutes to 65 minutes, which is close to the goal of below 60 minutes. The results of patients seen 15 minutes from their appointment time went from 38% to 47%.


Current Industry Standards

The case study strictly focuses on the amount of time patients wait to see a provider from the time they wait in the waiting room until they leave the provider office. The website for SAP (2012) mentions the use of electronic records to meet clinical needs to best support patient care. In the case study, one of the methods used to speed up the process of wait times was using electronic health records to create a quicker process throughout each visit. The healthcare industry has focused on patient satisfaction for many years and with the improvements as to how staff handles records and continuing to keep patient privacy a priority to follow the Health Insurance Portability and Accountability Act (HIPAA).

Applied Practices

Within my organization (medical billing accounts receivable) we follow patients’ HIPAA rights and alter changes based off patient feedback just as they did in this case study. No surveys are conducted in my organization. Online reviews occur and comments in the office to where we’re able to take feedback and apply changes from there to meet patient needs. Patient satisfaction is a primary goal in the healthcare industry and it’s important to apply that in all practices.

Conclusion

In the healthcare industry, many third-party organizations will be involved to assist in working with providers in data received from CG-CAHPS to improve patient care. Rosen admits of the challenge it will be to decrease wait times but has no intentions of giving up (About AQRH, 2018). Moving forward, reducing wait times without having a negative impact on patient care will continue to be a goal for NEVHC.

References


About AHRQ. (2018). Agency for Healthcare Research and Quality. Retrieved from https://www.ahrq.gov/news/newsroom/case-studies/201718.html

Epstein, J. (2016). Five Ways to Decrease Patient Wait Times. Physicians Practice. Retrieved from http://www.physicianspractice.com/patient-relations/five-ways-decrease-patient-wait-times

SAP. (2012). Industry Standards for the Healthcare Industry. Retrieved from https://archive.sap.com/documents/docs/DOC-8581