Optimizing workflow efficiency to streamline the patient experience

WellSpan York Hospital administrators were aware that barriers to optimal throughput and patient experience during the hospital stay were hindering efficiency. They engaged Philips to conduct an in-depth assessment of existing processes and provide recommendations for performance improvement opportunities that were effective and sustainable.

The expectation was to make improvements on all aspects of patient flow through the hospital, from arrival, through the stay, until the patient is discharged. The goal was to manage untapped capacity, define strategies for implementation, and assure buy-in from involved stakeholders.

The results included increased process efficiency, reduced length-of-stay, and cost savings.

Philips consultants spent several weeks reviewing existing processes. The assessment included review of hospital data, interviews with key stakeholders, observations of patient flow, departmental processes, and communications among the teams.

The consultants identified opportunities for performance improvement which were segmented into five distinct areas: patient access, patient placement, patient care facilitation, patient support, and patient discharge.

WellSpan York Hospital requested a long-term consulting engagement for help with implementation of the improvement recommendations.

An experienced Philips consultant was assigned to lead the patient throughput project. Due to the complexity and scale of the project, workgroups (teams) were established focusing on capacity management, logistics, patient care facilitation, patient placement, and patient support.

Each workgroup was guided by the consultant, had its own specific set

of deliverables, and was regularly monitored by a steering committee to make certain they remained on track.

The workgroup teams were successful in achieving improvements in process efficiency, team collaboration and transparency, discharge time, and patient throughput.

The increased transparency, communication, and collaboration helped the multidisciplinary teams gain a better understanding of the bed capacity issues and how to address them across the hospital. Results of this Emergency Department Performance Improvement consulting engagement include the below:

* Results are specific to the institution where they were obtained and may not reflect the results achievable at other institutions.