Authors (including presenting author) :
Zhao BY (1)
Affiliation :
(1) Our Lady of Maryknoll Hospital
Introduction :
Source: The blood Taking and Specimen Collection Station of Our Lady of Maryknoll Hospital is responsible for blood-taking for patients referred from various sources such as discharge patients, Family Medicine Clinics, Specialist Out-Patient departments, Public-Private Partnerships, and Community Specialist clinics. There are a lot of patients waiting for blood taking every day in the morning from 0800-1000. Most patients choose to come earlier for blood taking even though no need for taking fasting blood. This results in increased crowding in the blood-taking waiting area and also arise complaints and conflicts while waiting for a long time. Usually, 2-3 complaints/dissatisfaction in the department were received every week related to the blood-taking issue, such as blood taking process, attitude of phlebotomists
Objectives :
Objective: To educate patients to come on time to shorten the queuing time of blood taking and minimize the congestion of the blood-taking waiting area. The aim is to diminish the complaints and conflicts that arise from long time waiting for blood taking.
Methodology :
How to achieve this outcome:
A program on ‘Enhancement on shortening the queuing time of blood taking process in OLMH’ is launched in October 2020.
Firstly, the implementation of CQMS (Corporate Queuing Management System) in October 2020 to deliver the ticket number according to the blood-taking appointment time instead of the first come first serve principle. No matter whether the patients come at any time before the appointment time, the number of tickets can only be issued according to the scheduled appointment time. Also, two display screens are placed in two waiting areas to minimize the crowdedness in one waiting area.
Secondly, adjustment of blood taking quota effective in September 2021, such as reducing non-fasting quota booking before 0930 to minimize the booking for the time slot between 0800-0900.
Thirdly, designed and delivered a leaflet with the slogan in June 2021 to educate patients to come for the next scheduled blood taking on time. The slogan is: 預約抽血按時到 早到等候無著數
Fourthly, adjustment of manpower in February 2022 to assist patients to get tickets from the kiosk to minimize confusion and misunderstanding due to the new system, especially during the peak hour between 0830-0930.
The measure of success :
After the implementation of the program, it was found that the average waiting time for blood taking for each patient had improved by around 19% from 23.9 minutes (January to March 2021) to 19.4 minutes (April to June 2022). The median waiting time had improved by around 23% from 23.8 (January to March 2021) minutes to 18.4 minutes (April to June 2022). The 75% percentile and 90% percentile waiting time had improved by around 19% and 13% respectively when compared with the period between January to March 2021 and April to June 2022.
Result & Outcome :
The measure of success :
After the implementation of the program, it was found that the average waiting time for blood taking for each patient had improved by around 19% from 23.9 minutes (January to March 2021) to 19.4 minutes (April to June 2022). The median waiting time had improved by around 23% from 23.8 (January to March 2021) minutes to 18.4 minutes (April to June 2022). The 75% percentile and 90% percentile waiting time had improved by around 19% and 13% respectively when compared with the period between January to March 2021 and April to June 2022.
When compared with the number of assistance/feedback/complaints refer from Patient Relation Officer from January to June 2020 and July to December 2022, it was improved from 4 episodes to 2 episodes, i.e. 50% improvement. Also, it was greatly improved that fewer patients raised dissatisfaction in the department only a few patients within a month.
Patient satisfaction surveys for pre and post-program have been done in August 2021 and January 2023 respectively. There is a total of 200 patients aged from 18 to over 65 years old had been interviewed. After the program, it found a great improvement when comparing with the pre and post-questionnaires as followings: patients were familiar or strongly familiar with the new process of CQMS from 30% (pre) to 86% (post), patients agreed or strongly agreed that the display screen is clear enough for showing the queuing status is from 15% (pre) to 70% (post), patients satisfied with the attitudes of the phlebotomists is from 49% (pre) to 73% (post). It demonstrated that the program is effective to assist patients in be familiar with the process of the new blood-taking system and appreciated the attitudes of phlebotomists as well.
After the program, most patients come on time and not earlier than the appointment time help to diminish the congestion in the blood-taking waiting area. Also, the addition of a display screen in another waiting area helps to spread out the crowd of patients in blood taking waiting area from around 170 patients to around 80 patients at peak hours during 0800-1000.
