Case Study
1. What are the problems in this case?
The main problem in this case was the Schmidt’s losing revenue and patients due to patients not
receiving fast, and efficient service in their clinic. In this case was while the patient enters the clinic it
was difficult to distinguish what patients waited for registration and which patients waited to see the
doctor. There were no proper direction boards which could guide the patients to the registration area,
doctor’s cabin, exam room etc. The printer for the registrar were placed far away from the registration
area. The next problem was the MA taking too much time entering information, because they were
uncomfortable using the EMR system. Another problem was doctors being in a rush, and not going over
the patients’ medical history beforehand, and staff not having the supplies needed and taking too much
time searching for them.
2.
Type
Description
Time
Clinic Visit
Patient entering the lobby and not knowing where
5 minutes
