Healthcare Organizational Development Project: Reduction of Outpatient Waiting Times and Improvement of Patient Satisfaction

Running head: Healthcare Organizational Development Project
Healthcare Organizational Development Project: Reduction of Outpatient
Waiting Times and Improvement of Patient Satisfaction
Name of the Student:
Name of the University:
Author note:

1Healthcare Organizational Development Project
Executive Summary
Long queueing times in hospitals results in lack of patient reception of adequate
healthcare services and negative customer feedback. Considering the problem of
long waiting times in a renowned hospital in the United Arab Emirates, an
organizational change process has been proposed using the six sigma and Plan-Do-
Study-Act (PDSA) cycles of healthcare change. The objective of the proposed
project lies in improvement of service quality and ensuring patient satisfaction by
reducing waiting times. Using the six sigma and PDSA cycles, the change project
proposes conductance of waiting list data collection, patient feedback surveys,
delegation of staff services, implementation of telemedicine and electronic health
records and performance of regular quality audits to ensure compliance to change
process and achievement of positive patient health outcomes.

2Healthcare Organizational Development Project
Table of Contents
Title...................................................................................................................3
Introduction.......................................................................................................3
Available Evidence...........................................................................................3
The Proposed Project.......................................................................................4
The Six Sigma Project Proposal of Reducing Waiting Times and Ensuring
Patient Satisfaction..................................................................................................4
The PDSA Cycle of Directing Change towards Reducing Waiting Times and
Ensuring Customer Satisfaction..............................................................................4
Aim and Objective............................................................................................4
Aim................................................................................................................4
Objective.......................................................................................................4
Evaluation and Assessment..........................................................................5
Concluding Statements: Ensuring Internal and External Validity......................5
References.......................................................................................................6
Appendices.......................................................................................................8
Appendix 1: Existing process flow of services (As designed by the Author). 8
Appendix 1: Process flow after implementation of Six Sigma (As designed
by the Author)..........................................................................................................8
Appendix 2: Process flow after implementation of PDSA (As designed by
the Author)...............................................................................................................9