Surgery Cancellation Reduction: A Six Sigma Black Belt Project to Reduce Surgery Case Cancellation Rates

Surgery case cancellation rates OSF Center for Health were 10.5 percent over six months. This created lost revenue; incurred unnecessary expense; caused dissatisfaction for surgeons, staff and anesthesia providers; and posed a risk to patients. The goal was to reduce cancellations by 50 percent in 180 days through a Lean Six Sigma Black Belt project. It was determined that the primary cause of cancellation was incomplete or inadequate pre-anesthesia teaching, which prevented patients from understanding required lab work, altered medication regimens and other presurgical tasks.

The hospital created a patient-centric, pre-anesthesia session, which brought all necessary disciplines to the patient, rather than making the patient go to various departments, including lab, anesthesia, EKG, and teaching. A greater emphasis was placed on ensuring that patients understood all the steps necessary for a successful surgery and post-op outcomes.

Cancellations fell to 6.6 percent after three months, and satisfaction increased in all involved disciplines. In addition, a 100 percent of anesthesia review of cases was implemented.

This case study is part of the Illinois Health and Hospital Association's annual Quality Excellence Achievement Awards. Each year, IHA recognizes and celebrates the achievements of Illinois hospitals and health systems in continually improving and transforming health care in the state. These organizations are improving health by striving to achieve the Triple Aim—improving the patient experience of care (including quality and satisfaction), improving the health of populations, and reducing the per capita cost of health care—and the Institute of Medicine's six aims for improvement—safe, effective, patient centered, timely, efficient, and equitable. To learn more, visit https://www.ihaqualityawards.org/javascript-ui/IHAQualityAward/