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Optimizing Patient Flow in the Ambulatory Clinic Setting

Nicole S. Batulis, MHA, LSSMBB, CPHQ

Like many service industries, healthcare providers are constantly challenged to balance quality of service with the speed of service. Both feed into the overall patient experience. Both reflect how well patient needs are being met.

Much attention has been given to improving the flow in Emergency Departments. While EDs represent the most critical point of entry into a healthcare facility based upon patient acuity, all departments should work to improve patient flow.

For the past 8 years, Dartmouth-Hitchcock has applied Lean Six Sigma methodology to increase productivity and efficiency, decreasing the complexity of processes and eliminating waste. Join Nicole Batulis to gain insight into opportunities to apply advanced Lean Six Sigma tools such as DOE and simulation modelling in healthcare. This presentation will highlight work completed to support the optimization of patient flow in the Ophthalmology Clinic at an Academic Medical Center.

In this session, the following key points will be covered:

Nicole S. Batulis, MHA, LSSMBB, CPHQ

Nicole is the Director of Operational Excellence at Dartmouth-Hitchcock Medical Center leading the Project Management Office, the Performance Improvement Team and the Value Institute Learning Center. Nicole received her B.A. in Chemistry and Music from Emory University and her M.H.A in Healthcare Administration from the University of Minnesota's School of Public Health. Nicole received her Lean Six Sigma Blackbelt training from The Thayer School of Engineering at Dartmouth College and her Lean Six Sigma Blackbelt certification from The Value Institute at Dartmouth-Hitchcock. Nicole completed her Lean Six Sigma Master Black Belt with The Ohio State University Fisher College of Business and Moresteam. Nicole is also a Certified Professional in Healthcare Quality (CPHQ) from the National Association of Healthcare Quality (NAHQ).