Going One on One Improves Satisfaction Scores

Waiting at the laboratory of the Mt. Scott Medical Office was an ordeal as times extended to 45 minutes or more. And with patient satisfaction scores mediocre at best, the team set out to improve the experience. Instead of having one staffer check in each patient, a lab techician went "one on one" from check-in through blood draw. The new procedure decreased wait times and patient satisfaction scores improved to 63.8 percent, exceeding the regional goal. Lab courtesy scores jumped from 62.9 percent to 73.1 percent in a year.

Here's What Worked

• Identifying the problem of lab wait times and its root causes
• Employing a "one-on-one" style of service so more staffers help reduce the queue
• Having lab technicians handle patients from check-in to blood draw

 What can your team do to find out the root cause of a nagging problem?