ROJoson’s Booked Appointment Performance – 2017

Year-end 2017 Summary Report

As I completed my last clinic for the year (December 21), here is a summary report on the performance of my booked appointment time system in ROJoson Medical Clinic for 2017.
 
1. I was late only 5 times in starting my clinic for the whole year; range: 5 -25 minute; maximum of 25 minutes only and I gave advance notice to my patients that I would be late.
 
2. Only a total of 7 patients waited for than 60 minutes from the booked appointment time.  Range: 62 to 131 minutes; mean of 76 minute and mode of 68 minutes.
 
3. The range of waiting time from the booked appointment was 0 to 131 minutes.  The overall mean waiting time (from booked appointment time) was 8 minutes.
 
I am happy with the system and my patients are also happy (I hope).  The patients do not have to wait for a long time during a patient consultation with me. 
 
I will continue with the refined system of 2017 and I will maintain the target in 2018 – no more than 60 minutes waiting time from the booked appointment time.
 
I hope those patients who have experienced my system of booked appointment time will validate my above report and give me a feedback.
 
Dr. Rey



Booked Appointment Performance – December 2017

Target: No patient will have a waiting time for more than 60 minutes from booked appointment time.

NO patients waited for more than 60 minutes.

The range was 0-59 minutes with a mean of 10 minutes.

NO late in coming to clinic by ROJoson  

Have to keep on reminding patients on lates and no-shows.

December 2017 Late No-show Range and Mean Waiting Time (From Booked Appt Time) Mean Waiting Time
2 4 1 0-59 19
5 4 1 0-28 8
7 3 1 0-30 9
12 5 1 0-56 22
14 4 0 0-32 9
16 3 0 0-45 8
19 6 4 0-25 5
21 1 2 0-35 10
  30 10 0-59 10

Booked Appointment Performance – November 2017

Target: No patient will have a waiting time for more than 60 minutes from booked appointment time.

Only two (2) patients waited for more than 60 minutes from booked appointment time (62 and 68 minutes). This was due to long consultation time and late arrival of booked patients of some patients that destroyed the flow.   [Year-to-date figures: 12 waited for more than 60 minutes from booked appointment from January to November 2017]

The range was 0-68 minutes with a mean of 12 minutes.

There was totally zero waiting time in one out of the 11 clinic sessions.

NO late in coming to clinic by ROJoson  

Have to keep on reminding patients on lates and no-shows.

November 2017 Late No-show Range and Mean Waiting Time (From Booked Appt Time) Mean Waiting Time
2 0 0 0-5 3
4 0 0 0-32 11
7 0 0 0-62 28
9 2 2 0-6 2
11 5 1 0 0
16 3 1 0-33 12
18 3 0 0-26 5
21 5 0 0-68 47
23 2 3 0-25 4
25 4 0 0-25 6
28 5 3 0-43 8
  29 10 0-68 12

Booked Appointment Performance – October 2017

Target: No patient will have a waiting time for more than 60 minutes from booked appointment time.

Only two (2) patients waited for more than 60 minutes from booked appointment time (66 and 81 minutes).  This was due to long consultation time of some patients that destroyed the flow.

The range was 0-81 minutes with a mean of 10 minutes.

There was totally zero waiting time in 3 out of the 11 clinic sessions.

One late in coming to clinic – ROJoson – 10 minutes late (due to an emergency referral).  No patients waited for more than 60 minutes despite this.  The range of waiting time was 10-45 minutes with a mean of 32 minutes on that day.

Have to keep on reminding patients on lates and no-shows.

October 2017 Late No-show Range and Mean Waiting Time (From Booked Appt Time) Mean Waiting Time
3 1 0 0-15 6
5 2 3 0-24 7
10 0 0 0-81 14
12 2 1 0-23 10
14 1 0 0-8 3
17 2 1 0 0
19 2 0 0-59 35
21 2 0 0-25 6
24 0 2 0 0
26 5 2 0 0
28 3 3 10-45 32
  20 12 0-81 10

Booked Appointment Performance – September 2017

Target: No patient will have a waiting time for more than 60 minutes from booked appointment time.

Only one (1) patient waited for more than 60 minutes from booked appointment time (63 minutes).  This was due to patients who came in late that destroyed the flow.

The range was 0-63 minutes with a mean of 4 minutes.

There was totally zero waiting time in 5 out of the 12 clinic sessions.

One late in coming to clinic – ROJoson – 15 minutes late (due to prolonged operation).  No patients waited for more than 60 minutes despite this.  The range of waiting time was 0-31 minutes with a mean of 5 minutes on that day.

Have to keep on reminding patients on lates and no-shows.

September 2017 Late No-show Range and Mean Waiting Time (From Booked Appt Time) Mean Waiting Time
2 6 4 0-51 11
5 1 0 0 0
7 1 2 0 0
9 2 0 0-35 6
14 3 1 0-63 11
16 1 1 0 0
19 4 0 0-1 1
21 0 0 0 0
23 4 0 0-27 2
26 1 0 0 0
28 2 0 0-47 13
30 2 4 0-31 5
  27 12 0-63 4


Booked Appointment Performance – August 2017

Target: No patient will have a waiting time for more than 60 minutes from booked appointment time.

No patient waited for more than 60 minutes from booked appointment time. 

The range was 0-56 minutes with a mean of 6 minutes.

NO late in coming to clinic – ROJoson

Have to keep on reminding patients on lates and no-shows.

August 2017 Late No-show Range and Mean Waiting Time (From Booked Appt Time) Mean Waiting Time
1 1 1 0-17 3
3 1 3 0 0
5 1 2 0-20 3
8 3 3 0-6 2
10 0 2 0-20 6
12 2 0 0-5 1
15 0 0 10-20 14
17 1 0 0-7 3
19 4 2 0-15 5
22 0 0 0-56 11
24 1 1 0-16 4
26 1 2 0-37 15
29 4 2 0-21 4
31 2 0 0-34 7
  20 18 0-56 6


Booked Appointment Performance – July 2017

Target: No patient will have a waiting time for more than 60 minutes from booked appointment time.

No patient waited for more than 60 minutes from booked appointment time. 

The range was 0-47 minutes with a mean of 7 minutes.

ROJoson was late in 2 out 13 clinic sessions (first occasion – 25 minutes late due prolonged operation – patients were told that ROJoson would be late; second occasion – 10 minutes late – ROJoson had an emergency referral). 

July 2017 Late No-show Range and Mean Waiting Time (From Booked Appt Time) Mean Waiting Time
1 5 2 0-12 1
4 0 4 0-7 1
6 0 1 0-38 16
8 1 4 0-4 1
11 2 1 0-43 6
13 0 1 0 0
15 1 2 0-37 20
18 0 3 0 0
20 4 1 0-4 1
22 1 0 6-47 28
25 2 2 0 0
27 1 2 0 0
29 5 1 0-30 11
  22 23 0-47 7

Have to keep on reminding patients on lates and no-shows.



Booked Appointment Performance – June 2017

Target: No patient will have a waiting time for more than 60 minutes from booked appointment time.

No patient waited for more than 60 minutes from booked appointment time. 

The range was 0-48 minutes with a mean of 3 minutes.

NO late in coming to clinic – ROJoson

June 2017 Late No-show Range and Mean Waiting Time (From Booked Appt Time) Mean Waiting Time
1 1 1 0-39 6
3 3 1 0-33 4
6 0 1 0-15 2
8 2 2 0 0
10 2 2 0-48 5
27 2 4 0-18 6
29 0 2 0 0
  10 13 0-48 3

The number of lates of patients was down to 10 compared to 14 in May 2017.  The no-show frequency, was also downed from to 13 from 17 in May 2017.  Note, however, there were fewer clinic sessions in June 2017.  Have to keep on reminding patients on lates and no-show.



May 2017 Late No-show Range and Mean Waiting Time (From Booked Appt Time) Mean Waiting Time
2 0 2 0-35 11
4 2 0 0-23 2
6 0 1 0-12 1
9 1 0 0 0
11 2 1 0 0
16 3 0 0 0
18 0 1 0-4 1
20 2 2 0-42 5
23 2 0 0-18 3
25 0 3 0-25 3
27 0 3 0-23 4
30 2 4 0-8 1
  14 17 0-42 4

The number of lates of patients was down to 14 from 16 in April 2017.  The no-show frequency, however, increased from 11 to 17.   Have to keep on reminding patients on these.



Booked Appointment Performance – April 2017

Target: No patient will have a waiting time for more than 60 minutes from booked appointment time.

Three (3) patients waited for more than 60 minutes from booked appointment time.  The range was 0-68 minutes with a mean of 30 minutes on that day.   

The monthly range of waiting time was 0-68 minutes with a mean of 15 minutes.

There were 4 clinic days in which NO patients waited (based on their booked appointment time) meaning they were seen before or on their booked appointment time.

NO late in coming to clinic – ROJoson

April

2017

Late No-show Range and Mean Waiting Time (From Booked Appt Time) Mean Waiting Time
1 1 1 0-44 3
4 3 0 0-39 3
6 2 0 0-68 30
8 1 0 0-10 1
11 0 3 0-27 9
18 2 2 0 0
20 1 2 0-20 2
22 0 1 0 0
25 3 0 0 0
27 1 0 0-12 2
29 2 2 0 0
  16 11 0-68 15

Apology to Patients Who Waited More Than 60 Minutes From Booked Appointment Time on April 6, 2017 (Delayed was due to long consultation of new patients).  The mean waiting time was 30 minutes though on that day.

The number of lates of patients was down to 16 from 24 in March 2017.  The no-show frequency, however, remains to be more or less the same 11 vs 12 last March 2017.   Have to keep on reminding patients on these.



Booked Appointment Performance – March 2017

Target: No patient will have a waiting time for more than 60 minutes from booked appointment time.

Three (3) patients waited for more than 60 minutes from booked appointment time.  The range was 0-130 minutes with a mean of 5 minutes.  

One incident of late in coming to clinic –10 minutes late – March 28, 2017 – ROJoson 

March

2017

Late No-show Range and Mean Waiting Time (From Booked Appt Time) Mean Waiting Time
2 3 1 0-7 1
4 2 2 0-5 1
7 1 0 0-17 4
9 5 0 0-27 3
11 2 2 0-30 6
14 1 0 7-48 4
16 1 0 0-21 6
18 2 3 0-25 2
21 1 0 0-130 32
23 2 0 0-23 2
25 2 1 0-22 3
28 0 0 0 -30 3
30 2 3 0-19 3
  24 12 0-130 5

Apology to Patients Who Waited More Than 60 Minutes From Booked Appointment Time

March 21, 2017 – My apology goes to Ms. Turla, Ms. Carangiulan, and Ms. Aquires whom I made to wait for more than 60 minutes from their booked appointment time (Turla – 70 minutes; Caranguilan – 107 minutes; and Aquires – 130 minutes).  They were all new patients today.

The mean waiting time was 32 minutes, though, for today, March 21, 2017.

Cause mapping – glitches in coordination between me and my secretary and in allotment of right amount of consultation time for new patients.
Action plans:
1. Bring back the old system of me having and looking at a copy of the booked appointment list during each clinic session so that I can keep track of the patients yet to be seen and to decide whether I have to adjust the consultation time or not, if yes, how.
2. Allot more consultation time for new patients.
3. Set a manageable limit to the number of patients.  Give caveats to patients who insist to be seen beyond the set limit (that the waiting time may go beyond 60 minutes).

Resolutions:

I still have to work on the Late and No-Show.  Will reinforce reminders.



Booked Appointment Performance – February 2017

Target: No patient will have a waiting time for more than 60 minutes from booked appointment time.

NO patient waited for more than 60 minutes from booked appointment time.  The range was 0-47 minutes with a mean of 2 minutes.  

NO late in coming to clinic – ROJoson

February 2017 Late No-show Range and Mean Waiting Time (From Booked Appt Time) Mean Waiting Time
2 3 2 0-27 4
4 2 2 0-14 3
7 0 0 0-19 1
9 0 2 0-47 5
14 3 0 0-33 2
18 3 2 0-17 2
21 1 2 0-5 1
23 0 1 0 0
25 3 1 0-14 2
28 0 2 0 0
  15 14 0-47 2

Resolutions:

1. Have to control the late comers. (From 20 in January 2017 to 15 in February 2017)
2. Have to control the non-cancellation of bookings. 

Booked Appointment Performance – January 2017

Target: No patient will have a waiting time for more than 60 minutes from booked appointment time.

Only one patient waited for more than 60 minutes (63 minutes) from booked appointment time due to long consultation time in some patients (before this patient).

NO late in coming to clinic – ROJoson

January 2017 Late No-show Range and Mean Waiting Time (From Booked Appt Time) Mean Waiting Time
3 1 0 0-30 24
5 2 2 0 0
7 2 0 0-42 15
10 3 1 0-45 17
12 0 0 0-38 19
14 3 2 0-22 4
17 3 1 0 -6 1
19 2 0 0-15 14
21 2 3 0-12 2
24 1 0 0-63 29
31 1 2 0-16 2
  20 11 0-63 12


Resolutions:

1. Have to keep track of and if possible, control the consultation time of patients so that the patients who come after will not be affected.
2. Have to control the late comers.
3. Have to control the non-cancellation of bookings.


ROJ@18aug25

This entry was posted in Waiting Time in Clinic. Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s