An example of a good but partially successful OR engagement: Improving outpatient clinic operations

We undertook a study to improve the running of hospital out-patient clinics that were regularly overbooked, overrun, and had excessive patient waiting times. The methodology adopted entailed a mixture of qualitative and quantitative approaches, but was problem-driven and so only emerged as the project developed. We generated a number of proposals for the improved running of the clinics during the project, some implemented and some not. For future studies we would recommend that a flexible and open-minded approach is adopted. This may well involve an initial, mainly qualitative, study followed by the application of a series of modest models – occasionally more sophisticated modeling may be appropriate. We would also recommend that the benefits of such studies are not judged solely in terms of one-off implementation leading to measurable improvements in performance. They should also be seen as part of an overall process of improving health care practices.