A multi-disciplinary team from Outer Cape Health Services
recently completed a five month LEAN performance improvement training and
presented their results at the Massachusetts League of Community Health Centers
(the League). The trainings are supported with a grant from Partners HealthCare
and are provided by the League, with support from GE Healthcare. The trainings
aim to help health centers identify system changes that improve their
effectiveness. The Outer Cape Health Services team sought to decrease patient
wait time/cycle time and increase both patient and staff satisfaction. More
specifically, the team chose to work on improving how walk-in patients were
handled at the health center, which led to cutting scheduling challenges that
can arise from walk-in services nearly in half. There was also a considerable
decrease in the average wait time for all patients—from more than three hours
to just 30 minutes.
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