Abstract
Objectives
To analyze the current state of time load of customers who consult medical institutes and to clarify problem that should be improved as one of approaches that improve customer’s satisfaction.
Materials and Methods
A total of 14,588 people, consulting our institute for health screening between May 2011 and September 2011, were enrolled in this study.
We analyzed total examination time, total waiting time, and sojourn time from check-in to the end of all examinations. In 2009, we did not manage time as a whole, and we guided customers according to their transit order on health checkup system. In 2010, each examination section thoroughly managed each individual time, and we looked at the next examination guide on the health checkup system that displayed the number of waiting customers, and then we had the customer sent to the examination section with little number of waiting customers by priority. Furthermore, in 2011, we developed the tool and visualized the time burden.
Results
When 2010 is compared with 2009, the average sojourn time was shortened by 14 minutes and 40 seconds. When 2011 is compared with 2010, 477 customers increased in number, but there was no change with big the average sojourn time.
Furthermore, when 2011 were compared with 2009, 1,263 customers increased in number, but the average sojourn time was shortened by 14 minutes and 17 seconds.
We developed the tool, in order to visualize time, and we were successful about mitigation of the time burden.
Discussions
We consider that the sojourn time was shortened by every operator’s consciousness to time load for customers and then the waiting time was decreased. However, it is a problem that their lines of flow become longer and their loads rather increase by sending customers to the vacant examination booth.
In addition, if we considered only even an individual level of management of the examination time, our hospitality might decrease and it will be easy for the mistake to happen.
In conclusion, we consider that it is a pressing need for us to maintain the environment of our hospitality and lines of flow for customers.
