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Memorial Sloan Kettering Cancer Center Decreased Overall Infusion Patient Wait Times by 31%
31% Decrease in overall average wait times
26% Decrease in average wait times during peak hours
32% Decrease in average wait times on peak days
22% Increase in average volumes on slowest day of the week

Summary

Memorial Sloan Kettering Cancer Center (MSKCC) — the world’s oldest and largest private cancer center — has devoted more than 130 years to exceptional patient care, innovative research, and outstanding educational programs. Today, Memorial Sloan Kettering Cancer Center is one of 71 National Cancer Institute–Designated Comprehensive Cancer Centers.

Profile

393 chairs

12 centers

Epic EHR

NCI / NCCN designation

Academic Medical Center

Northeastern US

Problem

Improving patient wait times for infusion treatments is of paramount importance for Memorial Sloan Kettering Cancer Center. Over the course of the past decade, Memorial Sloan Kettering Cancer Center engaged with various consulting firms and process improvement experts, as well as their internal team of industrial engineers and analysts, in an attempt to design interactive tools that would help them better predict and plan for the extreme variability in operational workflows of their high volume infusion units, which are distributed in New York City and the surrounding suburban areas. Most of these efforts yielded small and unsustainable improvement without offering Memorial Sloan Kettering Cancer Center what it needed most: a predictive tool or simulation model that could be used for planning volume, visit distribution, and resource utilization for their infusion units.

Solution

Memorial Sloan Kettering Cancer Center leaders tested iQueue for Infusion Centers at its 13-chair Gynecologic Oncology Infusion unit in midtown Manhattan with the goal of optimizing their templates, providing daily management guidance about what to expect each day, understanding what went wrong and – most importantly – using schedule alert tools that help staff react to changing conditions. With iQueue, Memorial Sloan Kettering Cancer Center went on to better manage appointments, noticeably reducing wait times and improving volume rates. 

Download the full iQueue for Infusion Centers case study booklet

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