• Identifying the problem of lab wait times and its root causes
• Employing a "one-on-one" style of service so more staffers help reduce the queue
• Having lab technicians handle patients from check-in to blood draw

 What can your team do to find out the root cause of a nagging problem?

• Having lab assistants, not runners, pick up blood samples at 6 a.m. and drop off specimens every half-hour
• Using clinical lab scientists from other departments to help process blood in the morning
• Moving weekend shifts for clinical lab scientists to 6 a.m. instead of 9 a.m.

 What can your team do to shift its workflow for the benefit of patients? 

• Hanging posters of cute kids as hand-washing reminders
• Installing sanitizer dispensers in and outside of patient rooms
• Making eye contact and talking with patients while washing hands

What can your team do motivate peers to hold each other accountable? 

• Communicating with the team
• Asking how the team prefers to communicate or meet
• Allowing team members to earn rewards for attendance

What can your team do to improve communication among its members? 

• Pairing a nurse with a buddy to help with patient response
• Designating backups to the buddies
• Communicating with the appropriate nurse the patient’s needs

What can your team do to allocate staff time and attention effectively and strategically? 

• Correcting wrong numbers in the Patient Member Handbook
• Handling calls directly instead of routing to call center, adding voice mail and returning messages hourly
• Wearing wireless headsets to take calls remotely

What can your team do to look at its work through the eyes of the patient? 

• Increasing training and teamwork to ensure accuracy of the data
• Working with regional subject-matter experts, and creatng a reference tool for self-review
• Conducting daily department-wide and self-audits to catch mistakes

What can your team do to build quality control into your workflow? 

• Training staff on how to handle cash, and tracking payments
• Getting a lock box to safely store cash payments, and reviewing data at monthly meetings
• Letting other teams know that cash payments are possible

What can your team do to look at the care experience though the eyes of the patient? What else could your team do to make going to the doctor easier for the member?