Improving Patient’s Satisfaction at Urgent Care Clinics by Using Simulation-based Risk Analysis and Quality Improvement

Several factors are expected to significantly increase stakeholders’ interest in healthcare simulation studies in the foreseeable future, e.g., the use of metrics for performance measurement, and increasing patients’ expectations. Total time spent by a patient as an important issue leads to patients’ dissatisfaction which should be improved in any healthcare facility. We reported on the use of discrete event simulation modeling, quality function deployment (QFD) and failure mode effects analysis (FMEA) to support process improvements at urgent care clinics. The modeling helped identify improvement alternatives such as optimized healthcare facility staff numbers. It also showed that lack of identified role for all team members and inconsistent process of ordering and receiving blood products and lab results are crucial failures that may occur. Moreover, using experienced staff and forcing staff to follow correct procedures are important technical aspects of improving the urgent care clinics in order to increase patient’s satisfaction. Quantitative results from the modeling provided motivation to implement the improvements. Statistical analysis of data taken before and after the implementation indicate that total time spent by a patient was significantly improved and the after result of waiting time is also decreased.