Enhancing clients' experience: reducing waiting times through use of Computerised Patient-Flow Analysis in a Fertility Control Clinic

B.A. Gbolade, M.W Isidienu, T.T Wokoma

St. James's University Hospital, Fertility Control Unit, Leeds, West Yorkshire, United Kingdom

Introduction Long waiting times are common problems in all outpatient clinics with the resultant effects of patient dissatisfaction with the services. Long waiting times also have the potential to create barriers to utilisation of such services and problems for clients and staff. The problem of long waiting times becomes more acute in relation to clients attending for termination of pregnancy who are already experiencing high stress levels.

Objective To asses client. waiting times while going through the various procedures and stages in their routes through the clinic system with a view to identifying organisational and client factors which contribute to long waiting times

Methods A quick assessment of the situation in the clinic waiting area was undertaken initially. The initial impression of long waiting times engendered a more thorough study of client flow and waiting times. The clinics' policies of staffing, appointment times and procedures were reviewed. The time clients spent at each station in the system were measured in eight clinics over a period of one month Client Flow Forms were completed for each patient at each station. Data from all eligible completed forms were entered into a Computerized Patient-Flow Analysis program (CDC, Atlanta, USA). The eligible data was summarized to show the time each client spent in contact with staff, time spent waiting in-between stations and time spent overall in the clinic.

Results One important feature of the preliminary results was the contribution of patients arriving too early for their appointments toward the overall time spent in the clinic; a factor outside our control. Bottlenecks and other areas for improvement were identified and detailed results will be available at the time of the congress.

Conclusions The preliminary results of analysis of our data suggests that patient flow analysis of waiting times can be a useful tool in enhancing the patients experience of fertility control services, although some factors may be outside the control of the organisation.