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  • Title: Applying Lean/Toyota production system principles to improve phlebotomy patient satisfaction and workflow.
    Author: Melanson SE, Goonan EM, Lobo MM, Baum JM, Paredes JD, Santos KS, Gustafson ML, Tanasijevic MJ.
    Journal: Am J Clin Pathol; 2009 Dec; 132(6):914-9. PubMed ID: 19926584.
    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.
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