Reducing delay in laboratory reports for outpatients from 16% to <3% at a non-profit hospital in New Delhi, India

[摘要] In early 2013, several outpatients at Sitaram Bhartia Instituteof Science and Research in New Delhi, India complained thattheir laboratory results were not ready at the promised time.We reviewed the data for 3months and learnt that 16% ofoutpatient results were not ready when patients returnedto receive them. We formed a multidisciplinary team to fixthe problem. After conducting a time-and-motion study,process mapping and discussions the team identified twokey problems: (1) the laboratory consultant did not have aset time to validate the results and (2) the reasons of delay inlaboratory reports were not documented; this made it hard toidentify and solve specific reasons. The team decided to set afixed time for the consultant to verify results and to documentreasons for delay in each case. The team used Plan-DoStudy-Act (PDSA) cycles to finalise the verification systemand to set up the documentation system. Documentation ledto the identification of new problems which were also solvedusing PDSA cycles. Delay in reports reduced significantlyfrom 16% in March 2013 to less than 3% in a period of4months. We have sustained these gains for the past 5years.

[学科分类] 药学