Using process excellence to improve patient satisfaction in nuclear medicine

Objectives The objective was to identify and eliminate non value added activities in the performance of nuclear medicine procedures resulting in a better experience for patients and their families.

Methods A kaizen event was held over a two day period involving associates from the nuclear medicine department and the cardiology department. A process engineer led the group in mapping out each step of the procedure, measure the time at each interval and countless observations. The group then plotted all the information on a value stream map and identified areas of non value added time. Further observations were made and additional data collected for verification. An action plan was then created listing areas of opportunity, proposed solutions, individuals responsible for items being completed and a timeline. The value stream map and action plan was posted in the department with weekly updates on progress.

Results Customer satisfaction for the nuclear medicine department rose from the 3rd percentile to the 73rd percentile in six weeks. Satisfaction scores specific to the test and treatment category rose from 74th percentile to the 99th percentile. Scores for personal issues category rose from the 65th percentile to the 91st percentile. The overall assessment score rose from the 18th percentile to the 80th percentile.

Conclusions A kaizen event involving a multidisciplinary team is beneficial in identifying opportunities for improvement in a nuclear medicine procedure. Eliminating waste from the process improved the patient experience and the tech's work day. Empowering the staff to implement the changes and monitor their progress is key to success

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Patient Satisfaction Scores by percentile