Quality Progress - February 2018 - 13

H E AT H C A R E

'Waity' Issue

SURVEY EXAMINES QUALITY EFFORTS
AND WAIT TIMES AT HOSPITALS

Quality efforts can have a positive impact on hospital and clinic patient wait
times, but long-standing issues-such as medical professionals being reluctant
to change traditional approaches-make significant improvement difficult,
according to a new ASQ survey.
According to survey results, process improvement projects designed to
reduce average patient wait times decrease times by 55%, from 35.2 minutes to
15.9 minutes. The survey also found that
82% of respondents said patient wait
times are either a high priority or very
high priority to their organizations.
But despite its priority, quality
professionals often are challenged
with getting non-quality practitioners
to understand and adopt procedures
associated with reducing patient wait
times.
"The results clearly show that
process improvement efforts can positively impact patient wait times," said Susan Peiffer, chair of ASQ's Healthcare
Division. "But as physicians and other staff are rightfully focused on patient
safety and outcomes, quality professionals have to help them understand that
patient outcomes and reduced wait times are simultaneously achievable."
For more results from the survey, conducted online last October, visit
https://tinyurl.com/asq-survey-wait-times.

News Briefs
The U.S. Department of Energy Consolidated
Audit Program-Accreditation Program
(DOECAP-AP) has recognized ANAB as an
accreditation body for the DOECAP-AP. That
means ANAB can provide accreditation for
labs seeking or maintaining qualification to
perform analytical services and industrial
hygiene testing for the DOE. For more information, https://tinyurl.com/anab-doecap.
The most popular standard for the competence of testing and calibration labs has
just been updated, taking into account
the latest changes in lab environment and
work practices. ISO/IEC 17025:2017-General requirements for the competence of
testing and calibration laboratories is the
international reference for labs performing
calibration and testing activities around
the world. ISO/IEC 17025:2017 was developed jointly by ISO and the International
Electrotechnical Commission under the
responsibility of the ISO Committee on conformity assessment. For more information,
visit https://tinyurl.com/new-edition-17025.
You can also get an early look at next
month's Standard Issues column, which
addresses the revision. The column is available for ASQ members exclusively at www.
qualityprogress.com.

ASQ

THIS YEAR'S BOARD
OF DIRECTORS NAMED
ASQ has named its 2018 board of
directors. They are:
+ Elmer Corbin, chair, IBM Corp.
+ Eric Hayler, past chair, BMW
Manufacturing.
+ Benito Flores, chair-elect, Universidad De Monterrey.
+ Francisco (Paco) Santos, treasurer,
Metalsa Inc.
+ Sylvester (Bud) Newton Jr., section
affairs council chair, Arconic Corp.
+ Daniella Picciotti, technical communities council chair, QMS Alliance.
+ Donald Brecken, Commercial Tool
Group.
+ Heather Crawford, Emergo Group.
+ Jim Creiman, Northrop Grumman
Corp.

+ Ha Dao, Emerson Residential and
Commercial Solutions.
+ James Kittredge, Adaptimmune
US.
+ Scott Moeller, GI Supply.
+ Raul Molteni, Molteni Consulting
Group.
+ Luis Morales, Verizon Telematics
Inc.
+ Mark Moyer, Moyer Consultant
Group LLC.
+ Paulo Sampaio, Universidade do
Minho.
+ Barrie Simpson, Genentech Inc.
+ JoAnn Sternke, Studer Education.
+ John Vandenbemden, Q-Met-Tech
LLC.
+ Allen Wong, Abbott Nutrition.

C U S T O M E R S AT I S F A C T I O N

Index Report: Retail
Banks Score High
Customer satisfaction with retail banks is
at an all-time high, and digital banking is
probably the main reason, according to the
American Customer Satisfaction Index.
According to a report released late last year,
overall customer satisfaction with finance
and insurance organizations is up 0.9% to an
ACSI score of 77.2 on a 100-point scale. Retail
banks climbed 1.3% to 81, closing in on credit
unions, which are unchanged at 82.
The same study includes customer satisfaction scores and analysis for insurance
companies and internet investment services.
For more results, visit https://tinyurl.com/
acsi-bank-scores.

qualityprogress.com ❘ February 2018

QP 13


https://www.tinyurl.com/anab-doecap https://www.tinyurl.com/new-edition-17025 https://www.tinyurl.com/asq-survey-wait-times http://www.qualityprogress.com https://www.tinyurl.com/acsi-bank-scores http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - February 2018

Seen and Heard
Expert Answers
Progress Report
Mr. Pareto Head
Career Coach
Office Efficiency
The Crown Jewels of Design
Open Lines
Less Is More
ASQ 2018 Six Sigma Resource Guide
Standard Issues
Six Sigma Solutions
Statistics Spotlight
Marketplace
Footnotes
Try This Today
Quality Progress - February 2018 - intro
Quality Progress - February 2018 - cover1
Quality Progress - February 2018 - cover2
Quality Progress - February 2018 - 1
Quality Progress - February 2018 - 2
Quality Progress - February 2018 - 3
Quality Progress - February 2018 - 4
Quality Progress - February 2018 - 5
Quality Progress - February 2018 - Seen and Heard
Quality Progress - February 2018 - 7
Quality Progress - February 2018 - Expert Answers
Quality Progress - February 2018 - 9
Quality Progress - February 2018 - Progress Report
Quality Progress - February 2018 - 11
Quality Progress - February 2018 - Mr. Pareto Head
Quality Progress - February 2018 - 13
Quality Progress - February 2018 - Career Coach
Quality Progress - February 2018 - 15
Quality Progress - February 2018 - Office Efficiency
Quality Progress - February 2018 - 17
Quality Progress - February 2018 - 18
Quality Progress - February 2018 - 19
Quality Progress - February 2018 - 20
Quality Progress - February 2018 - 21
Quality Progress - February 2018 - The Crown Jewels of Design
Quality Progress - February 2018 - 23
Quality Progress - February 2018 - 24
Quality Progress - February 2018 - 25
Quality Progress - February 2018 - 26
Quality Progress - February 2018 - 27
Quality Progress - February 2018 - 28
Quality Progress - February 2018 - 29
Quality Progress - February 2018 - Open Lines
Quality Progress - February 2018 - 31
Quality Progress - February 2018 - 32
Quality Progress - February 2018 - 33
Quality Progress - February 2018 - 34
Quality Progress - February 2018 - 35
Quality Progress - February 2018 - 36
Quality Progress - February 2018 - 37
Quality Progress - February 2018 - Less Is More
Quality Progress - February 2018 - 39
Quality Progress - February 2018 - 40
Quality Progress - February 2018 - 41
Quality Progress - February 2018 - 42
Quality Progress - February 2018 - 43
Quality Progress - February 2018 - ASQ 2018 Six Sigma Resource Guide
Quality Progress - February 2018 - 45
Quality Progress - February 2018 - Standard Issues
Quality Progress - February 2018 - 47
Quality Progress - February 2018 - 48
Quality Progress - February 2018 - 49
Quality Progress - February 2018 - Six Sigma Solutions
Quality Progress - February 2018 - 51
Quality Progress - February 2018 - 52
Quality Progress - February 2018 - Statistics Spotlight
Quality Progress - February 2018 - 54
Quality Progress - February 2018 - 55
Quality Progress - February 2018 - 56
Quality Progress - February 2018 - 57
Quality Progress - February 2018 - Marketplace
Quality Progress - February 2018 - 59
Quality Progress - February 2018 - Footnotes
Quality Progress - February 2018 - 61
Quality Progress - February 2018 - 62
Quality Progress - February 2018 - 63
Quality Progress - February 2018 - Try This Today
Quality Progress - February 2018 - cover3
Quality Progress - February 2018 - cover4
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