Kinetik Solutions provides consulting services to help organizations improve operations. They analyzed a local surgery's "15 minute rule" policy which requires patients to book another appointment if their issue takes more than 15 minutes. The policy does not consider patient circumstances and may prevent related issues from being addressed in one visit. This could lead to more serious future problems and increased burden on the healthcare system. The surgery should analyze appointment demand variability and schedule contingencies to account for variations in length. This would allow patients' full issues to be addressed in one visit without multiple appointments, reducing waste for both patients and the surgery. Optimizing demand and capacity in this way provides a more patient-centric service.