Six sigma project

1. System thinking: Describe a situation where a change was implemented in your department and the change impacted another part of your organization. How did you deal with those challenges and what would you differently in addressing or implementing that change?

Position: EVAL (project facilitator) -Complaints of long lines and long wait times

Challenge: how to improve patient satisfaction and utilize innovation technology

Goal: To introduce the kiosk, increase users understanding, improve patient satisfaction, reduce wait time, and to improve the kiosk/Vetlink check-in by 20% within 90-day period.

Challenge: During my career, I have consistently used a results-driven approach in handling all aspects of my responsibilities. At this time, I was a member of the emerging VA Leaders, our team was required to complete a lean management project for facility improvement. The coordinator of the program wanted us to improve a process within a 90-day period. 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

I started thinking outside the box and presented to leadership team the Kiosk/Vetlink Check in System. The Team liked the idea and the title of the project was “The underutilization of the kiosk check-in needs to improve facility wide. Our goal was to introduce the kiosk, increase users understanding, improve patient satisfaction, reduce wait time, and to improve the kiosk check-in by 20% within 90-day period.

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 task from start to finish. I utilized a spreadsheet to break my team up based on each person strengths and talents.

We had 6 ambassadors, 4 actors, and 4 graphic designers, 3 people from volunteer services, and 1 person who finalized the layout and created the PowerPoint presentation. By breaking it all into manageable chunks and working together,

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

· Reduce the wait time by 2m and 52 secs and increase patient satisfaction by 91%

· Increase user understanding by 85%

Now it is hospital measurement which requires the frontline staff to utilize the vet link/ kiosk check in system. Overall this benchmark was successful. During our presentation to the VISN the MEDVAMC EVAL ranked #1. Our Entire team was praised for the hard work and in designing a plan to increase patient satisfaction and utilize innovation technology.

If I had a chance to do something differently, when we were almost through with the project, I realized that there was area that I overlooked. Our focus was leaning towards attracting a larger number of clients from the target populations we had recently identified, but 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