IHA case studies

Outpatient Registration Improvement

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Outpatient registration at OSF Center for Health required patients to stand in line for extended periods, and some patients had to wait more than seven minutes on occasion. This long waiting time was difficult for some of the more elderly patients. The goal was to reduce wait times, increase patient comfort and safety, and improve Press Ganey scores from the fourth percentile.

By eliminating unnecessary tasks and moving other tasks to different staff, patient wait time dropped. The hospital set a targeted time of not more than 20 seconds to register and aimed to double its Press Ganey score.

This case study is part of the Illinois Health and Hospital Association's annual Quality Excellence Achievement Awards. Each year, IHA recognizes and celebrates the achievements of Illinois hospitals and health systems in continually improving and transforming health care in the state. These organizations are improving health by striving to achieve the Triple Aim—improving the patient experience of care (including quality and satisfaction), improving the health of populations, and reducing the per capita cost of health care—and the Institute of Medicine’s six aims for improvement—safe, effective, patient centered, timely, efficient, and equitable. To learn more, visit https://www.ihaqualityawards.org/javascript-ui/IHAQualityAward/

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