{"id":4556,"date":"2016-02-13T17:14:15","date_gmt":"2016-02-13T16:14:15","guid":{"rendered":"http:\/\/www.saasoft.com\/blog\/?p=4556"},"modified":"2016-02-13T17:14:15","modified_gmt":"2016-02-13T16:14:15","slug":"melting-the-queue","status":"publish","type":"post","link":"https:\/\/hcse.blog\/?p=4556","title":{"rendered":"Melting the Queue"},"content":{"rendered":"

\"custom_meter_15256\"<\/a>[Drrrrrrring]<\/strong><\/p>\n

<Leslie><\/em> Hi Bob,\u00a0I hope I am not interrupting\u00a0you.\u00a0 Do you have five minutes?<\/p>\n

<Bob><\/em> Hi Leslie.\u00a0I have just finished what I was working on and a\u00a0chat would be a very welcome break.\u00a0 Fire away.<\/p>\n

<Leslie><\/em> I\u00a0really just wanted to say how much I enjoyed the workshop this week, and so did all the delegates.\u00a0\u00a0They have been emailing me to say how much they\u00a0learned and thanking me for organising it.<\/p>\n

<Bob><\/em>\u00a0Thank you Leslie. I really enjoyed it too … and I learned lots\u00a0… I always do.<\/p>\n

<Leslie><\/em> As you know I have been doing the ISP programme for some time, and I\u00a0have come to believe that you\u00a0could not surprise me\u00a0any more … but\u00a0you did!\u00a0 I\u00a0never thought that we could make such a dramatic improvement in waiting times.\u00a0 The queue just melted away and I still cannot really believe it.\u00a0 Was it a trick?<\/p>\n

<Bob><\/em>\u00a0Ahhhh, the\u00a0siren-call of\u00a0the battle-hardened sceptic!\u00a0It was no trick.\u00a0What you all saw was real enough.\u00a0There were no computers, statistics or smoke-and-mirrors used … just squared paper and\u00a0a few coloured pens.\u00a0You saw it with your own eyes; you drew the charts; you made the diagnosis; and you re-designed\u00a0the policy.\u00a0 All I did was\u00a0provide the context and a few nudges.<\/p>\n

<Leslie><\/em> I know,\u00a0and that is why I think seeing the before and after data would help me.\u00a0The process felt so much better, but I know\u00a0I will\u00a0need to show the hard evidence to convince others, and to convince\u00a0myself as well, to be brutally honest.\u00a0 I have the before data\u00a0… do you have the\u00a0after data?<\/p>\n

<Bob><\/em>\u00a0I do.\u00a0And I\u00a0was just\u00a0plotting it as BaseLine<\/em> charts\u00a0to send to you.\u00a0\u00a0So you have pre-empted me.\u00a0 Here you are.<\/p>\n

\"StE_OSC_Before_and_After\"<\/a>
\nThis is the waiting time run chart for the one stop clinic\u00a0improvement exercise that you all did.\u00a0 The leftmost segment is the before, and the rightmost\u00a0are the after … your two ‘new’ designs.<\/p>\n

As you say, the queue and the waiting has\u00a0melted away despite doing exactly the same work with exactly the same resources.\u00a0 Surprising and counter-intuitive but there is the evidence.<\/p>\n

<Leslie><\/em> Wow!\u00a0That fits exactly with how it felt.\u00a0 Quick and calm! But I seem to remember that the waiting room was empty, particularly in\u00a0the case of\u00a0the design that Team 1 created. How come the waiting is not closer to zero on the chart?<\/p>\n

<Bob><\/em> You are correct.\u00a0 This is not just the time in the waiting\u00a0room, it also includes the time\u00a0needed to move between the rooms and\u00a0the\u00a0changeover time within the\u00a0rooms.\u00a0 It is what I call the ‘tween-time<\/em>.<\/p>\n

<Leslie><\/em> OK, that makes sense now.\u00a0 And what also jumps out of the\u00a0picture for me is the proof that we\u00a0converted\u00a0an unstable\u00a0process into a stable one.\u00a0 The chaos was calmed.\u00a0 So what is the root cause of the difference between the two ‘after’ designs?<\/p>\n

<Bob><\/em>\u00a0The middle one, the slightly better of the two, is the one where\u00a0all patients followed the newly designed process.\u00a0 The rightmost one was where we deliberately threw a spanner in the works by\u00a0assuming an unpredictable case mix.<\/p>\n

<Leslie><\/em> Which made very little difference!\u00a0 The new design\u00a0was still much, much better than before.<\/p>\n

<Bob><\/em>\u00a0Yes. What you are seeing here is the footprint of resilient design. Do you believe it is possible now?<\/p>\n

<Leslie><\/em> You bet I do!<\/p>\n","protected":false},"excerpt":{"rendered":"

[Drrrrrrring] <Leslie> Hi Bob,\u00a0I hope I am not interrupting\u00a0you.\u00a0 Do you have five minutes? <Bob> Hi Leslie.\u00a0I have just finished what I was working on and a\u00a0chat would be a very welcome break.\u00a0 Fire away. <Leslie> I\u00a0really just wanted to say how much I enjoyed the workshop this week, and so did all the delegates.\u00a0\u00a0They … <\/p>\n

Continue reading “Melting the Queue”<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7,8,15,17,22,36,40,42,45,46],"tags":[],"class_list":["post-4556","post","type-post","status-publish","format-standard","hentry","category-baseline","category-bobles","category-design","category-examples","category-healthcare","category-resilient","category-sfqp","category-how","category-what","category-teach"],"_links":{"self":[{"href":"https:\/\/hcse.blog\/index.php?rest_route=\/wp\/v2\/posts\/4556","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/hcse.blog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/hcse.blog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/hcse.blog\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/hcse.blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=4556"}],"version-history":[{"count":0,"href":"https:\/\/hcse.blog\/index.php?rest_route=\/wp\/v2\/posts\/4556\/revisions"}],"wp:attachment":[{"href":"https:\/\/hcse.blog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=4556"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/hcse.blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=4556"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/hcse.blog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=4556"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}