Clinic-centric: Dr. Connors is concerned about the drop-off in patients who complete intake but fail to show up for surgery. She is planning several initiatives that could help reduce the drop-off in patient volume between intake and actual surgery by half. She would like to know the effect this would have on patient volume and capacity utilization. Table 2 shows the new patient volumes if she is successful in her initiatives.

Table 2

	Task
Activity		Patient Volume
1	Initial patient call	14345
2	Mail paperwork	11189
3	Call to remind	11189
4	40% reschedule call	4476
5	Check in at clinic	8056
6	Intake	8056
7	Remind call	8056
8	40% reschedule call	3222
9	check in at clinic	6670
10	Prep for surgery	6670
11	Surgery, Cleanup, Record*	6670
12	Bandage, walk to waiting	6670
13	Room cleaning	6670
14	PSR checks patient out	6670
15	First (next-day) follow-up	6670
16	Tues-Sat room clean (80%)	5336
17	Sunday room clean (20%)*	1334
18	3-week follow-up	5269
19	3-week room clean	5269

***THE EXAMPLE BELOW SHOWS DIFFERENT VALUES FOR PATIENT VOLUME THAN THE TABLE ABOVE. IT CAN BE USED AS A REFERENCE FOR THIS QUESTION.

1. Dr. Connors calculates the utilization with the increased patient volumes for staff and rooms using the available time per worker shown below.

Available time per worker

Staff: 5days*48weeks*8hrs*60mins

Surgeon: 5days*48weeks*7hrs*60mins

Rooms: 5days*48weeks*9hrs*60mins

Calculate the utilization for PSR and complete Table 3 below:

Table 3

	Receptionist	PSR	Technician	Staff Surgeon	Cleaner	Intake	Examining	Surgical
Total Time Required	29452	353290	208893	119960	51825	161120	140667	253460
Available Workers	1	4	3	1	1	2	2	3
Available time per worker	115200		115200	100800	115200	129600	129600	129600
Total Available Time	115200		345600	100800	115200	259200	259200	388800
Utilization	25.57%		60.44%	119.01%	44.99%	62.16%	54.27%	65.19%

2. Dr. Connors is considering expanding the clinic hours of operation (staff and facilities) to six days a week and adding two extra hours each day, but surgeons will continue to only work 7 hours/day, 5 days a week. Complete Table 4 to reflect the expanded timings.

Table 4

	Receptionist	PSR	Technician	Staff Surgeon	Cleaner	Intake	Examining	Surgical
Time Required	29452		208893	119960	51825	161120	140667	253460
Available Workers	1	4	3	1	1	2	2	3
Available time per worker
Total Available Time
Utilization

3. In your opinion, should Dr. Connors expand clinic hours as described. Support your answer with the values in Table 4.

A B 1 J 1 K L Rooms Examining Surgical Cleaner Intake 2 3 4 5 6 7 8 161120 9 10 11 Activity Task Initial patient call 2 Mail paperwork 3 Call to remind 4 40% reschedule call 5 Check in at clinic 6 Intake 7 Remind call 8 40% reschedule call 9 check in at clinic 10 Prep for surgery 11 Surgery, Cleanup, Record* 12 Bandage, walk to waiting 13 Room cleaning 14 PSR checks patient out 15 First (next-day) follow-up 16 Tues-Sat room clean (80%) 17 Sunday room clean (20%)* 18 3-week follow-up 19 3-week room clean D F G H Staff Task Time Patient Volume Receptionist PSR Technician Staff Surg 7 14345 100415 1 11189 11189 2 11189 22378 2 4476 8952 2 8056 16112 20 8056 161120 2 8056 16112 2 3222 6444 2 5283 10566 10 5283 52830 20 5283 92220 5 5283 26415 3 5283 4 5283 21132 10 5283 52830 3 42261 3 1057 3171 8 4174 33392 3 4174 12 13 52830 1056601 26415 15849 14 15849 15 16 52830 12678 12678 17 18 19 20 33392 12522 12522 21 22 23 24 25 Receptionist PSR 26678 Technician Staff Surg * Cleaner Intake Examining Surgical 347742 165467 92220 41049 161120 111422 4 2 Total Time Required Available Workers 200754 26 115200 Available time per worker Current State Staff:5days*48weeks*8hrs*60mins; Surgeon:5days*48weeks *7hrs*60mins; 27 Rooms:5days*48weeks *9hrs*60mins 28 Total Available Time 29 Utilization 30 * Dr. Connors performs 672 surgeries and the staff surgeon does 31 the rest 32 115200 115200 23.16% 115200 460800 75.46% 115200 345600 47.88% 100800 100800 91.49% 115200 35.63% 129600 259200 62.16% 129600 259200 42.99% 129600 388800 51.63%