title: Applying Lean/Toyota production system principles to improve phlebotomy patient satisfaction and workflow.
abstract: Our goals were to improve the overall patient experience and optimize the blood collection process in outpatient phlebotomy using Lean principles. Elimination of non-value-added steps and modifications to operational processes resulted in increased capacity to handle workload during peak times without adding staff. The result was a reduction of average patient wait time from 21 to 5 minutes, with the goal of drawing blood samples within 10 minutes of arrival at the phlebotomy station met for 90% of patients. In addition, patient satisfaction increased noticeably as assessed by a 5-question survey. The results have been sustained for 10 months with staff continuing to make process improvements.
authors.affiliation: Department of Pathology, Clinical Laboratories Division, Brigham and Women's Hospital, Boston, MA 02115, USA.
authors.forename: Stacy E F
authors.initials: SE
authors.lastname: Melanson
authors.forename: Ellen M
authors.initials: EM
authors.lastname: Goonan
authors.forename: Margaret M
authors.initials: MM
authors.lastname: Lobo
authors.forename: Jonathan M
authors.initials: JM
authors.lastname: Baum
authors.forename: José D
authors.initials: JD
authors.lastname: Paredes
authors.forename: Katherine S
authors.initials: KS
authors.lastname: Santos
authors.forename: Michael L
authors.initials: ML
authors.lastname: Gustafson
authors.forename: Milenko J
authors.initials: MJ
authors.lastname: Tanasijevic
mesh_terms: D017598:Efficiency, Organizational; D006801:Humans; D010044:Outpatient Clinics, Hospital / Q000458:organization & administration*; D010045:Outpatients; D017060:Patient Satisfaction; D018962:Phlebotomy / Q000379:methods*; D013997:Time Factors; D057188:Workflow