Six sigma project

A team was formed to survey customer in each three areas (Dental , Dermatology, and Eye).

CTQ’s

SIPOC Analysis and Map Chart…

Measure Phase

During my career, I have consistently used a results-driven approach to handling all aspects of my responsibilities. At this time, I was a member of the emerging V.A. Leaders; our Team was required to complete a lean management project for facility improvement. The coordinator of the program wanted us to improve the process in 90 days. I was delegated as the facilitator over this initiative failure was not an option, I knew that we could meet this goal, but only if we worked together as a team instead of individually

Flow chart of current process

Sample:

Data collection plan :

Appendix 1

Focus group protocol

Section 1:

MEDVAMC KIOSK SURVEY

Michael E. DeBakey VAMC is working on a research project to understand how patients experience using the new kiosk in the waiting area. The results of this survey will help us provide better care to patients.

• Please take a moment to fill out this short questionnaire so we can better serve you as a patient in the future. • Your answers are anonymous, which means that they cannot be traced back to you in any way. • Your doctors and nurses will not see your answers. • Taking part in this study is voluntary. This means that you can choose whether or not to fill out the survey. • You do not have to answer any questions you do not want to answer. When you finish the survey, please put it in the drop box by the front desk or hand it to a greeter.

• If you have questions about the kiosk, please contact Aslie Burnett at ext. 28576.

How comfortable did you feel using the kiosk? (check one)

· Very comfortable

· Comfortable

· Somewhat comfortable

· Not very comfortable

· Not at all comfortable

Were you aware of the new self-service check in option (check one)?

Yes or No

How comfortable were you with the privacy level offered by the kiosk?

· Very comfortable

· Comfortable

· Somewhat comfortable

· Not very comfortable

· Not at all comfortable

Why did you use the kiosk for today’s visit?

________________________________________________

What did you like about using the kiosk? _________________ ____________________________________________________

Were you able to successfully check in to the kiosk?

Yes or No

Is there anything else you would like us to know about your experience with the kiosk? _____________________________ ____________________________________________________

Did the greeter in the waiting room improve your experience with using the kiosk? ! Yes ! No If YES, please explain how___________________________ ___________________________________________________

When you finish the survey, please put it in the drop box by the front desk. Thank you!

Data collection plan (PDSA model)

Analyze phase

· Test Theory

Root cause is identified:

At the end of the analysis phase:

· Patient who checked in with receptionist were interviewed to learn about their awareness level of the new self-service check in option

· Patients who checked in with a kiosk were asked about their experience using this tool.

· The vast majority of member who checked in using the kiosk has a successful experience with over 75 percent of members feeling that checking in through kiosk is faster than check in through a receptionist

· About 60 percent of members report that the reason they used the kiosk was because the line was shorter

· More than 90 percent of members who used a kiosk to check in are able to do so successfully without needing any assistance and the same number also report that they felt comfortable with level of privacy it offered by the kiosk.

· Kiosk interactions report: how many people successfully used and checked in via kiosk was more 44%

Improvement Phase

Choose remedy: The team sit together after analyzing phase and brainstorm: Redesigning of the check in process. By implementing self-service check in.

Belief in accuracy of information content , convenience regarding both location and time available, and ease of use.

· Improving efficiency

· Providing secure access

· Improving patient experience

As patient check-in kiosks find their way into healthcare facilities and hospitals across the country, they're improving efficiency, providing secure access to patient information, and improving the overall patient experience all through a versatile and accessible self-service solution. From check-in to check-out, there's no denying that technology has and will continue to revolutionize and transform the healthcare field

So, we have one theory to examine

We targeted three piolet areas dental, dermatology, and eye clinic. We prepared a T.V. message, trifold pamphlets, and signage for the kiosk implementation, rather than assigning the project in chunks and relying on people to complete their tasks from start to finish. I utilized a spreadsheet to break my Team up based on each person's strengths and talents.

· We were able to increase the kiosk check-in by 44% within the deadline.

· Reduce the wait time by 60 % and increase patient satisfaction by 91%

· Increase user understanding by 85%

1. Control

successful. During our presentation to the VISN, the MEDVAMC EVAL ranked #1

System Selection

· Choose a kiosk with the physical site in mind.

· Considering more than one Kiosk per department.

· Take the benefit of branding openings.

Deployment

· Start in areas with high numbers of frequency.

· Start with check-in/ insurance verification.

· Use a greeter during the initial rollout.

· Choose a prominent and convenient location.

· Enable as many languages as reasonable.

Policies and Procedures

· Make use of the patient kiosk optional.

· Assign essential oversight responsibilities.

Target Audience

· Older Veterans

· Younger veterans

Strategic Analysis

Advantages

· Labor reductions

· Wait time reduction

· Convenience

· Customization

· Visual impaired

Disadvantages

· Initial Cost

· Software Development

· Maintenance

· Space constraints

· Employees not trained on Vet Link software

· Employee refusal to utilize the Kiosk

Best Practices for Implementing Kiosk

System Selection

· Select a kiosk with the physical location in mind.

· Considering more than one Kiosk per area/department.

· Take advantages of branding opportunities

Deployment

· Start in areas with high numbers of frequency.

· Start with check-in/ insurance verification.

· Use a greeter during the initial rollout.

· Choose a visible and convenient location.

· Enable as many languages as reasonable.

Policies and Procedures

· Make use of the patient kiosk optional.

· Assign basic oversight responsibilities

3 Ways of Marketing KIOSK

· Instructional Video

· Pamphlets

· Signage

Marketing Plan:

· Educational Television

· VA Publications

· Pop-up sign

· A sign affixed to KIOSK

· Guerilla Marketing

· Quarter review of the marketing plan

Execution Timeline

Month 1 - Increase kiosk check-in by 5-10%

Month 2 - Increase kiosk check-in by 15%

Month 3 - Increase kiosk check-in by 20%

Kiosk Check-In's Transactions

· Dental Clinic

· Dermatology Clinic

· Eye Clinic

Kiosk Interactions

Our Entire Team was praised for the hard work and in designing a plan to increase patient satisfaction and utilize innovative technology.

If I had a chance to do something differently, when we were almost through with the project, I realized that there was an area that I overlooked. Our focus was leaning towards attracting a more significant number of clients from the target populations we had recently identified. Still, we were doing very little to prepare the employees for the increased workload and to help them work well together, supporting one another through the transition.

I would have recruited more volunteers to help with this initiative and, I would have held a meeting/training seminar for employees who were affected by the transition

New Flow chart :

Step 5: Control

Closing Summary

The plan is to create confidence and enthusiasm by showcasing our new method of checking in veterans. Through increase visibility, education, and repetitive instruction, the KIOSK Check-in will be the premier innovation for veterans' access to care.

Kiosk Interation March

Kiosk Interaction by Kiosk Date Range: 03/01/2014 to 03/31/2014 Interactions Houston Dental Houston Dermatology Houston Eye 376 525 518 Kiosk Interaction by Kiosk Date Range: 03/01/2014 to 03/31/2014 Transactions Houston Dental Houston Dermatology Houston Eye 388 532 526

Kiosk Interaction April

Kiosk Interaction by Kiosk Date Range: 04/01/2014 to 04/31/2014 Interations Houston Dental Houston Dermatology Houston Eye 489 684 675 Kiosk Interaction by Kiosk Date Range: 04/01/2014 to 04/31/2014 Transactions Houston Dental Houston Dermatology Houston Eye 493 693 684

Kiosk Interaction May

Kiosk Interaction by Kiosk Date Range:5/01/2014 to 5/31/2014 Interations Houston Dental Houston Dermatology Houston Eye 670 938 926 Kiosk Interaction by Kiosk Date Range:5/01/2014 to 5/31/2014 Transactions Houston Dental Houston Dermatology Houston Eye 679 965 947