Wilmot Cancer Center Kaizen Team Recognized for Efforts with Quality Improvement in Patient Experience

Wilmot Cancer Center Kaizen Team Recognized for Efforts with Quality Improvement in Patient Experience

The continuous improvement efforts of the Wilmot Cancer Center Kaizen team were once again recognized by a local organization. The team received a Silver Award in Team Excellence at the Greater Rochester Quality Council Showcase and Awards event, held in December.

This marks the second time in approximately a year that the Kaizen team has been honored for its efforts at examining and implementing ways to further improve the patient experience for Wilmot Cancer Center patients. They had previously been asked to present their work to the Greater Rochester Lean Consortium (GRLC), a cluster of organizations across the area which get together to share what they are doing with lean practices at their organizations and to learn from others how to apply quality principles and practices to improve their operations and deliver results.

The teams efforts have resulted in improvements in both patient satisfaction and overall cancer center operations. By eliminating previously redundant check in and check out procedures within the clinic and infusion center, patient wait times have significantly decreased. Since the Kaizen exercise began in May 2011 mean patient satisfaction scores reached 93.0, the highest score in cancer center history. More importantly, the patient satisfaction scores have become far more consistent, indicating that the changes are not just short term gains but rather a reflection of long term staff commitment. The team was also successful in reducing costs as a result of eliminating waste and inefficiencies of the system.

GRQC is an affiliate of the Rochester Business Alliance, and its vision is to make Greater Rochester a national showplace for performance excellence. The organization is comprised of leaders from five sectors, including business, healthcare, government, education, and not-for-profit, and teaches performance improvement tools such as Lean Six Sigma, Malcolm Baldrige, and Quality for Leaders.

GRQC shares best practices and hosts site visits at member organizations. Lean Six Sigma black belt coaches work with teams on Rapid Cycle projects, resulting in efficiencies that enable not-for-profit agencies to provide additional service with the same or fewer resources.

Dialogue Spring 2013 Cover

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