Test Wait-Time Fixes with One PDSA Cycle
Use a small PDSA cycle to test one urgent-care flow change before standardizing it.
PDSA is useful in urgent care because flow fixes have side effects. A faster front desk can overload triage. A faster rooming script can miss medication allergies. A new discharge handout can reduce questions for one diagnosis and confuse another. Start with a narrow aim: "Reduce sports physical check-in from 7 minutes to 5 minutes on Saturday morning." Then make a prediction: "If we hand the form at the kiosk, completion time will fall and missing signatures will stay under 5 percent." Run the test on a small slice of reality. Study both the main metric and the side effect.…
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