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Service Level Improvements at County Hospital

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Service Level Improvements County Hospital X-Ray Department

Sullivan University

MGT 620

David E. Beck
Luke Bubenzer
Joseph Brent Hardin
Marco Monteiro

Executive Summary

County Hospital has identified an opportunity to improve the patient experience when utilizing the existing x-ray department. Patients have expressed dissatisfaction with the amount of time needed to complete the entire x-ray process. The process improvement team has identified several different tactics that can be pursued in order to improve the patient satisfaction. This proposal discusses several viable alternatives.

X-Ray Department Current Operation

Current system is not patient compatible in terms of time spent in the process.

Current system is not patient compatible in terms of time spent in the process.

The main concern with the current operation is the amount of time needed for each patient to complete the entire x-ray process. This process is defined as when the patient leaves his physician’s offices to go to the x-ray center. The process is complete when the patient leaves the x-ray center and the physician receives the developed x-rays via courier service.

Excessive numbers of steps lead to patient dissatisfaction and excessive costs on wasted materials and labor.
Excessive numbers of steps lead to patient dissatisfaction and excessive costs on wasted materials and labor.
There are several keys steps in the process for each patient. The first step is that the patient leaves his physician’s office with orders to go to the x-ray center at an unspecified time. Upon arrival the patient takes a number and waits in the lobby until his number is called. When the patient’s number is called he then proceeds to the front desk, where the attendant fills out some basic information before the patient proceeds to the x-ray lab queueing area. Once in the

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