A hospital in Southwestern Ontario faced significant delays in processing imaging appointment requests. Manual, paper-based systems resulted in lost requisitions, poor communication, and long lead times. The hospital implemented a Lean Six Sigma strategy that resulted in a 62% reduction in cycle time, improved staff utilization, and better patient access.
Context & Objectives:
The imaging department was struggling with inefficiencies in its booking system. Requisitions from external physicians were submitted via paper, hand-delivered through various hospital departments. This created a chaotic, slow process with frequent errors and missing forms.
The project’s objective was to reduce the booking cycle time while ensuring continuity of care and minimal system disruption. A full digital overhaul of every physician office was financially unfeasible, prompting the need for a smart, targeted solution.
Challenges :
- Fragmented workflows using paper forms
- Manual hand-offs prone to delays and lost requisitions
- Incompatibility with external physician software systems
- Budget constraints prevented system-wide digital integration
Lean Six Sigma Approach:
AM Saxum applied the Pareto Principle (80/20 Rule) to identify the root causes of delay. Analysis showed that:
- 20% of referring physicians generated 80% of imaging requests
- By targeting just that group, the hospital could maximize impact without a full-system overhaul
The team implemented a selective paperless workflow, digitally connecting the imaging department with high-volume physician offices.
Results:
- 62% reduction in appointment cycle time
- Significant reduction in administrative errors
- Improved patient scheduling and throughput
- Staff resources were reallocated to higher-value tasks, reducing bottlenecks elsewhere in the hospital
Conclusion:
This initiative illustrates how AM Saxum’s Lean Six Sigma methodology and cross-industry experience deliver real value—even in complex environments like healthcare. By aligning improvement efforts with resource constraints, we helped the client unlock measurable gains with minimal disruption, contributing directly to operational excellence, cost efficiency, and better patient care.