The Challenge
The OB Diagnostic Clinic was struggling with patient dwell times that were consistently high and unpredictably variable. The average visit lasted 75 minutes, far above the 45-minute target for low-risk intake scan appointments.
Extended stays created a cascade of problems: delays for subsequent patients, increased staff workload, heightened anxiety for women attending what should be a routine appointment, and a clinic that regularly ran behind schedule with no reliable way to catch up.
The Approach
A multidisciplinary improvement initiative examined the full patient journey from arrival through to departure. Analysis revealed that sonographers and physicians were independently collecting the same clinical information, duplicating effort without benefit to the patient. The redesign focused on:
- Mapping and removing all wasteful steps identified across the patient journey
- Assigning clear data collection responsibilities to the appropriate clinical role to eliminate duplication
- Redesigning the workflow collaboratively to ensure information flowed efficiently from one stage of the visit to the next
- Introducing standardized work processes to ensure consistent, accurate data collection
- Training staff on the new model and establishing self-review routines to sustain adherence and support ongoing refinement
The Outcome
Patient dwell time decreased from 75 minutes to 53 minutes, a 35 percent improvement that exceeded the clinic's original target. Patients experienced less waiting, less anxiety, and a more organized, predictable visit.
Staff efficiency improved, clinic operations became more predictable, and the foundation was established for ongoing operational excellence.