University Health Services Walk-In Clinic
University Health Services allows you to apply process analysis
techniques to a more complex service environment. It demonstrates
how variations can affect effective capacity and
emphasizes on ways to cope with variations in capacity planning.
Prepare the following questions for class:
1. Draw the process flow diagrams that reflect the old and current
UHS walk-in clinic
operations, respectively.
2. Is the new system much better than the old one? Why or why not?
3. What are the sources of variability in the new system? (From now on,
focusing on the new
system.)
We only need to do the question 4 to question 7.
4. Using the average service rate for nurse practitioners given
in the case, compute their utilization rate, averaged over the whole
week. Compute their utilization rate for the peak hour, Mondays,
8-9am. What assumptions did you make to get these answers?
5. Perform the same analysis for the doctors, assuming that the clinic
operates without allowing
patient requests for specific providers.
6. What is the bottleneck of this system?
7. What recommendations would you make to improve service at the
walk-in clinic?
Note: utilizations greater than 1 may show up in your calculations.
Obviously, no resource can actually have a utilization greater than 1,
but given the information in the case, you could calculate utilizations
over 100%. Either the workload would get spread to the next time
period, or average service times would be less than those used to calculate
utilization, or as in National Cranberry more time was needed than used in
the calculation. In this case it can be thought of as how much more demand
is than capacity.
University Health Services
The Pre-Triage System
The Triage System
F
R
O
N
T
D
E
S
K
S
i
g
n
I
n
D
O
C
T
O
R
N
U
R
S
E
S
P
E
C
I
F
I
C
P
R
O
V
I
D
E
R
O
B
T
A
I
N
&
C
H
E
C
K
R
E
C
O
R
D
1
3
.
5
8
1
%
9
.
5
(
2
3
–
1
3
.
5
)
1
0
0
%
4
0
%
1
0
o
r
3
2
.
8
1
0
4
1
%
1
9
%
1
9
.
4
1
9
.
4
2
4
.
5
1
9
%
1
3
.
5
(
8
t
o
9
+
5
)
2
T
R
I
A
G
E
O
B
T
A
I
N
&
C
H
E
C
K
F
O
R
M
A
V
F
F
O
R
M
F
R
O
N
T
D
E
S
K
N
U
R
S
E
D
O
C
T
O
R
S
P
E
C
I
F
I
C
P
R
O
V
I
D
E
R
2
1
3
.
5
1
3
t
o
1
4
(
1
3
.
5
)
4
.
2
3
t
o
4
(
3
.
5
)
2
4
%
3
3
%
6
.
7
3
2
.
8
2
8
%
4
8
%
5
%
1
9
.
4
2
5
.
2
3
3
.
8
1
9
.
4
2
4
%
4
3
%
N
o
t
e
s
1. Figures on Arrows are Percent of Patients.
4
.
W
a
i
t
f
o
r
t
r
i
a
g
e
:
1
9
.
7
m
i
n
u
s
1
3
.
5
m
i
n
u
s
2
(
A
V
F
)
=
4
.
2
.
2. Figures below boxes are process time (minutes).
5
.
P
r
o
c
e
s
s
i
n
g
t
i
m
e
s
i
n
p
r
e
–
t
r
i
a
g
e
s
y
s
t
e
m
a
r
e
a
s
s
u
m
e
d
t
o
3. Figures below triagles (waits) are average waiting
b
e
t
h
e
s
a
m
e
a
s
p
o
s
t
–
t
r
i
a
g
e
.
times given in case (minutes).
