Study on the variability of service times at an OBGYN office in Atlanta

1. SERVICE
OPERATIONS
PROJECT
OBGYN of Atlanta
Mike Bliss
Chris Lee
Carolyn Thain
Chris Walzer

2. METHOD
Collected Data
-Surveys
Data Analysis
-Average process time and variation
calculations
Graphical interpretation
Recommendations

3. RESULTS
Doctor Visits
Patient
History
Routine
OBYN Consult Work up
Routine
OB Follow Up All Doc
Count 215 128 17 13 72 25 182
Avg. wait 22.80 17.00 13.70 25.40 13.30 11.80 16.57
Std dev 17.00 12.50 20.80 13.50 10.00 16.66
Avg. Process 9.26 15.90 22.20 18.50 13.70 13.30 15.37
Std. Process 6.50 11.00 16.80 15.50 8.20 6.08 10.88
Procedure NST Bone Scan
Ultra
Sound
Mammo-
gram Lab Work
Count 14 3 3 34 25 45
Avg. wait 16.60 20.00 20.00 23.30 13.90 16.00
Std dev 23.50 1.10 26.00 20.40 15.10 18.00
Avg. Process 13.14 20.00 19.00 16.10 17.70 8.00
Std. Process 10.20 5.00 4.00 11.30 6.60 6.70

4. Utilization vs. Expected Wait
0
50
100
150
200
250
300
350
400
0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1
Utilization
Expected
Wait
(min)

5. Time vs. Average Wait
0
5
10
15
20
25
30
35
6:00 AM 7:00 AM 8:00 AM 9:00 AM 10:00 AM 11:00 AM 12:00 PM 1:00 PM 2:00 PM 3:00 PM 4:00 PM 5:00 PM 6:00 PM
Time
Average
Wait
(min)

6. Expected Wait vs. Variability
0
5
10
15
20
25
30
35
40
45
50
0 1 2 3 4 5 6 7 8
(Ca^2+Cs^2)/2
Wait
(min)

7. PROPOSED SYSTEM
Time Monday Tuesday Wednesday Thursday Friday Time
7:00 7:00
7:30 7:30
8:00 8:00
8:30 8:30
9:00 9:00
9:30 9:30
10:00 10:00
10:30 10:30
11:00 11:00
11:30 11:30
12:00 12:00
12:30 12:30
13:00 13:00
13:30 13:30
14:00 14:00
14:30 14:30
15:00 15:00
15:30 15:30
16:00 16:00
16:30 16:30
17:00 17:00
Routine OB, Follow Up, Procedures - Schedule Every 15 minutes
Routine OBGYN, Work-
ups, Consults -
Schedule Every 20
Lunch
Routine OBGYN, Work-ups, Consults - Schedule Every 20 minutes
Routine OB, Follow Up, Procedures - Schedule Every 15 minutes Routine OBGYN, Work-
ups, Consults -
Schedule Every 20
minutes
Routine OB, Follow Up,
Procedures - 15 minutes
Routine OBGYN, Work-ups, Consults - Schedule Every 20 minutes
Lunch Routine OB, Follow Up,
Procedures - 15 minutes

8. Patient Wait Times
0
5
10
15
20
25
30
35
7:00
AM
8:00
AM
9:00
AM
10:00
AM
11:00
AM
12:00
PM
1:00
PM
2:00
PM
3:00
PM
4:00
PM
Time of Day
Patient
Wait
(Minutes)
Wait time Example Current
Wait time Example Proposed

9. RECOMMENDATIONS
1. Schedule high variability appointments
towards end of morning/afternoon
2. Walk-in visits should only be made for
true emergencies - and a time slot
should be left open for them
3. Do not schedule any appointments from
12:00-1:00
4. Schedule time blocks based on actual
average procedure times