Decreasing Wait and Transaction Times for Patients at Outpatient Registration

Advocate Lutheran General Hospital is one of the largest and most nationally recognized hospitals in the Chicago area. A 609 bed teaching, research, and Level 1 trauma center, it also ranked as one of the top 10 hospitals in the U.S. for quality of care based on a two-year study administered by a D.C. based nonprofit consumer education organization. In addition, Lutheran General is rated among the top 50 hospitals in the U.S. for medical achievement and advanced treatment.

The challenge
Lutheran General provides some of the best patient care in the industry and was looking to offer the same level of quality in regards to their patient flow. The Outpatient Registration Department began researching a number of different ways to make the registration process more efficient and less stressful on the patients.

Lutheran General tried using a laminated card system where patients were required to take a number and sit and wait. “The cards got lost and it was mass confusion and chaos and there was no way to automatically obtain wait or transaction times,” said Michelle Kueber, Outpatient Registration Manager at Lutheran General Hospital.

The solution
The best way to manage patient flow is to shift the burden of directional control from manual resources to a completely automatic system. Qmatic Corporation’s wide range of Patient Flow Management products offered such  a solution and was ideal for Lutheran General’s outpatient registration process.

Patient Registration & Tracking
Patients entering the outpatient department are directed to a ticket printer that issues them an alphanumeric ticket, which can display information like estimated wait time. Once registered, the patient can sit and wait comfortably until directed to the appropriate clinic or service. Qmatic’s primary software application uses the identification number on the ticket to immediately begin tracking the patient through the registration process.

Clear Patient Direction
When a workstation becomes available, the registrar calls the next patient. The patient’s ticket number appears on both an LED display in the waiting area and on a display beside the service counter, which directs the patient to the appropriate counter. Additionally, an audio unit voices the ticket number to further ensure that the patient’s attention has been captured.

Collection of Statistical Data
Statistics can be generated to reflect wait and transaction time data collected by the Qmatic system. Supervisors can use this data to make informed decisions concerning staff or clinic performance, or simply to critique the patient flow.

The result
“The Qmatic system works great for us,” said Michelle Kueber. “Our patients find the Qmatic system easy to use and lets them know what their wait times will be.” The enhanced patient flow results in improved communication between the staff and patients. “Our department is less stressful and more productive. And the better patient flow results in time and money saved.”

Benefits

• Lower wait times and better use of staff equals less stress on patients and staff
• Assists in conforming to HIPPA standards
• Eliminates manual patient counts and wait-time tabulation
• Enhances patient’s view of Advocate Lutheran General’s patient quality care
• Measures employee performance and time spent with patients