CLINICAL SERVICE IMPROVEMENT PROJECT

Increased Rate of Delayed Procedures in the Operating Room

Complex of Manila Doctors Hospital from January 20!
to "pril 20!
QUESTION 1: Please give some background to the proect or program
including ho! it originated" #ive some details o$ !hat clinical improvements
!ere achieved and ho! the proect improved %ualit& o$ care as a result o$
these improvements" '(a)imum o$ *+, !ords-
In line !ith (anila .octors/ 0ision to be the 1eading 2enter o$
E)cellence and 3ellness in the Philippines and the institution/s Theme o$
4Strengthening the hospital/s capacit& to provide integrated value based
health services5 !ith its #oal o$ #$% ma)imal utili6ation o$ services to
maintain the sustainabilit& and viabilit& o$ the hospital7 8 stud& entitled
4Increase 9ate o$ .ela&ed Procedures in the Operating 9oom 2omple) o$
(anila .octors :ospital $rom January 20! to "pril 20!&' !as
conducted !hich is geared to!ards ma)imall& utili6ing the resources o$ the
unit; rendering prompt and %ualit& patient care"
This program $ocused on decreasing the rate o$ dela&ed procedures in
the O92; determining the causes; $ormulating strategies and thoroughl&
implementing them" Since it !as evident in the data gathering that the
reason $or having dela&ed procedures in the unit !as 4POO9 2O(P1I8N2E O<
.O2TO9S 8N. OUTP8TIENTS TO T:E O92 PO1I2=57 the group sought $or plan
o$ actions that !ould address the problem" 2onstant reminders and
rein$orcement o$ the O92 polic& to the sta> and doctors !as $acilitated;
sending an S(S to in$orm the doctors o$ the arrival o$ their patients in the
operating room comple); as !ell as reminding the outpatients about their
scheduled operation thru sending o$ S(S" 8nd lastl&; an instruction pamphlet
!as $ormulated to be given to the outpatients as their guide as the& arrive in
the operating room comple)"
8$ter implementation and evaluation o$ the solutions made; Increased
Patients/ Satis$action and 2onvenience to the service catered b& the unit !as
noted thru the 4Service E)cellence 8!ard5 $orm that !as given to our
outpatients; in !hich having a prompt and %ualit& service !as the topmost
comment o$ the patients" 3aiting time o$ the patients prior the procedure7
!hether the& are inpatients or outpatients; !as reduced because doctors
!ere able to arrive on time and there$ore procedures started on time causing
less errors that leads to a %ualit&; sa$e and prompt care to!ards our
clienteles as !ell as ma)imal utili6ation o$ the Operating 9oom 2omple)"
QUESTION ?: Please describe ho! the proect !as bene@cial $rom the
patient/s perspective and e)perience; and ho! it improved patient care;
patient sa$et& or service" Pre$erabl& please present %uanti@able in$ormation
such as 4be$ore and a$ter5 measurements i$ an&" '(a)imum ?+, !ords-
Prolonged !aiting time $or their scheduled procedures not onl& dela&s
the intervention needed b& the patient; but ma& also cause stress and
elevated an)iet& to patients !hich could be unsa$e $or the health o$ the
patient" To some patients it ma& cause more emotional burden not onl& to
themselves but also to their $amilies !aiting $or them to be back in their
respective room"
8$ter implementation o$ strategies; dela&ed procedures decreased $rom ABC
in the @rst trimester o$ ?,1* to AC in the 1
st
trimester o$ ?,1D and 2ustomer
Satis$action increased $rom BEC to EBC in the @rst trimester o$ ?,1* and
?,1D respectivel&" Procedures that start on time help minimi6e errors that
ma& a>ect to patient/s sa$et&" This !ill improve customer/s satis$action
because the service being rendered to them is prompt and ma& minimi6e
complaints that can lead to legal charges i$ unable to attend to"
Question 3: Please explain what other benefits were derived? Is it simple yet effective,
something other departments can also adopt or adapt? Were appropriate analysis tools used or
was it only a matter of throwing money at the problem? (Maximum 2 words!
This stud& is not onl& bene@cial to our patients $or their increased
satis$action and convenience but also to the !hole unit itsel$" Procedures that
start on time in the Operating room !ill ease the Fo! o$ scheduled
procedures in that particular da&" Overlapping and e)tending o$ time o$
procedures !ill be prevented thus overtime o$ the O92 sta> !ho !ill assist on
the procedure that started late !ill be minimi6ed" It !as noted that a$ter the
thorough implementation; there !as a decrease @led overtime o$ O92 sta>"
.ata gathering suggest that nonGcompliance o$ the doctors and
outpatients cause most o$ the dela&s and strategies such as provision o$
cellphone $or O9 use; providing instruction pamphlets and sending an S(S
reminder a da& be$ore the schedule o$ procedure $or the outpatients; and
in$orming doctors through S(S a da& be$ore and upon arrival o$ their patient
proved to be the most e>ective !a& that helped improve our unit/s eHcienc&"
(a)imal Utili6ation o$ O9 Suites !as also noted because on time
procedures !ill end to the desired and e)pected time and could $acilitate
room to accommodate more procedures thus increasing O9 2ensus"
Question 4: Please explain how significant were the results or outcomes? "re these
measurable? "re there testimonials, awards or other support to show impact on improvement of
the department or unit#s service? (Maximum $% words!
.ela&ed procedures decreased $rom BBC in the @rst trimester o$ ?,1*
to ?C in the @rst trimester o$ ?,1D" 8 decrease o$ B?C in the dela&ed
procedures improved man& aspects in out unit such as:
1" .ecreased over time o$ sta> nurses $rom an average o$ +? hours per
sta> nurse ever& month do!n to an average o$ 1"+ hours per month in
the @rst trimester o$ ?,1* and ?,1D respectivel&"
?" 11C increase in the utili6ation o$ O9 suites in the @rst trimester o$
?,1* 0ersus ?,1D
*" 2ustomer satis$action increased $rom BEC to EBC in the @rst trimester
o$ ?,1* and ?,1D respectivel&"
D" 1ate outpatients decreased $rom ?,C to 1C
+" 1ate doctors in outpatient procedures decreased $rom ??C to ,C
A" 1ate doctors in inpatient procedures decreased $rom *?C to ,C
"ttachment &
'( tech
)cheduling with mid shift (no PM schedule! $$ started, $&*+ ended 2 pm, staff went home
', summary report
-ustomer .eedbac/ form
'(- policy
0efinition of terms
)M) template
Question 5: Please give some bac/ground to the pro1ect team that originated, studied and
developed the pro1ect or program2 (Maximum 2 words!
Question 6: Please give any other information, including third party testimonial regarding your
pro1ect which you thin/ would help convince the 1udges that this pro1ect (or program! should win
this category2 (Maximum * words!
1" .iamond a!ard in ?,1* internal 2IP
?" *
rd
place in O9N8P
Up to 5 supporting file attachments can be submitted with each award entry
(Individual files cannot exceed 2 MB)
!he following file formats are accepted"
#ord $ocument (%doc& %docx)
'xcel (preadsheet (%xls& %xlsx)
)ower)oint )resentation (%ppt)
*)+ Image (%,pg& %,peg)
)$- (%pdf)