At Providence Hospital in Detroit waiting times to see physicians in the emergency department (ED) ranged from 11 minutes to 4 hours. The hospital implemented Six Sigma and Lean to make an enormous improvement in its ED and express care program.
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The diagnostic testing center at Northwestern Memorial Hospital in Chicago is an outpatient laboratory that is kept perennially busy serving the needs of the community. Thousands of walk-in patients are seen each year, primarily for blood tests (phlebotomy) and electrocardiograms (EKGs). Although Northwestern receives acclaim for its patient care, some complaints had begun to surface…