Improving access to outpatient computed tomography

Abstract

Demand for diagnostic imaging services in the United States continues to rise, posing challenges for health systems to maintain efficient scheduling processes. This study documents a quality improvement initiative undertaken at our institution in response to a surge in demand for outpatient imaging during 2022, which led to a notable scheduling backlog. By October 2022, the average scheduling interval, defined as the time from order placement to scheduled examination date, had increased from 2 weeks to 6 weeks. The objective of this initiative was to reduce the scheduling interval from 6 weeks to 10 days by January 2023. Utilizing feedback from schedulers, technologists, and radiologists, several interventions were implemented. The impact of each intervention was monitored with a control chart with weekly appointment delays tracked as a balancing measure. Initially, examination slots were double-booked for a period of 4 weeks to address the backlog, resulting in a reduction of the scheduling interval to 12 days (72 % decrease). Subsequently, examination slot duration was shorted from 20 to 15 min and contrast protocols were standardized across all sites. These adjustments further decreased the interval to 7 days (41 % reduction) over the following 9 weeks. While staffing shift adjustments had no impact on the scheduling interval, the introduction of an extra CT scanner reduced the interval to 3 days (57 % decrease). These interventions resulted in a notable increase in examination volume, from a weekly average of 722 to 860 examinations (19 % increase), approximately an additional $1,612,000 in annual revenue. Importantly, there was no change in the average appointment delay, which remained at 15 min over the study period. These improvements were sustained across the subsequent months and received favorable subjective feedback from staff. While the initiative successfully addressed scheduling inefficiencies across our health system, the rise in examination volumes has led to an increased turnaround time for completed reports. Future directions for enhancing the outpatient scheduling process include expanding online scheduling platforms, implementing systems to assess imaging appropriateness, and developing urgency stratification to prioritize time-sensitive examinations.