Value stream map at a clinic

[Susana]

Hello! I am doing a VSM at an outpatient hematology clinic. One of the process steps is related to the analysis of the blood sample in a lab - which takes about 2 hours from the registration of the sample to sending the results to the doctor. I do not see though into the processes in a lab (i.e. how much of the time is actually attributed to the work with the sample and how much would be a non-value added time for the patient - i.e. the sample is waiting with the rest of the batch for analysis, or waiting for the approval of the results etc).  In the meantime, the patient is waiting in the clinic waiting room and the waiting time is well beyond these 2 hours. So as to correctly calculate the waiting time ahead of the consultation with the doctor - do I deduct from the total waiting time (after the patient's blood sample is registered in a lab) the time while the blood sample of being analysed?  Many thanks for the advice!! 

[Vishwadeep Khatri]

Hi Susana, 

 

Waiting time ahead of consultation with the Doctor is a result of two components - 

1. Waiting for sample results to be available. 
2. Waiting after sample results are available. 

The patient is typically concerned about both. The Hospital may like to break it into two parts depending on the scope and objective of the improvement project.

 

My view is - The time of activity 1 should not be deducted. It is best to have an integrated view so that wholesome solutions may emerge from the exercise.