“If you can’t measure it, you can’t improve it” – Lord Kelvin

From WSJ,  The Doctor Will See You Eventually

Providers are starting to look what can improve the process in order to make the whole office visit experience better for patient and also for providers. Here are waiting time mentioned at WSJ this week.

  • Hospital emergency room: 4 hours, 7 minutes
  • California Department of Motor Vehicles: 42 minutes, 32 seconds
  • Main security line at Hartsfield-Jackson Atlanta International Airport during Monday morning rush: 25 minutes
  • McDonald’s drive-through window: 2 minutes, 54 seconds

It is not easy to make people agree that quality of care (multidimensional metrics) have three types of measures “ structure, process and outcomes” purposed by Avedis Donabedian first in 1966.  Same day WSJ also mentioned Medicare Faulted on Surgery EvaluationAlthough the Archives of Surgery paper mentioned in the article didn’t showing the link between process compliance and patient outcome, but both outcome and processes are important quality metrics to measure healthcare care delivery and quality.  This concept has been published in the same journal back to 2004. Systems Approaches to Surgical Quality and Safety. More research studies need to be done to understand what the relationship between patient outcome and care process beyond patient risk factors.  

Health Care Tips and Advice: Practicing Patience at the Doctors’ Office – WSJ.com

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