Achieving 100% Nurse Satisfaction With Balanced Patient Assignments: Lee Health’s Success Story

In the ever-evolving landscape of health care, ensuring nurses’ job satisfaction while maintaining high standards of patient care is a challenging feat. Lee Health, a prominent health care organization based in Fort Myers, Florida, has successfully navigated this challenge through the implementation of LeanTaaS’ iQueue for Infusion Centers Patient Assignment tool. This innovative approach has streamlined operations and significantly enhanced nurses’ satisfaction and productivity.

At the Association of Cancer Care Centers’ 41st National Oncology Conference, Valeria Campbell, MSN, RN, OCN, NE-BC, director of clinical services and clinical research at Lee Health Cancer Institute, shared insights into the implementation process at 2 of its facilities and the outcomes achieved thus far.

The Challenge: Staffing Shortages and Operational Inefficiencies

Before the implementation of iQueue, Lee Health’s infusion clinics faced numerous operational challenges. The Regional Cancer Center, with 39 infusion chairs and 4 private rooms, and Bonita Health Center, with 32 infusion chairs and 4 private rooms, struggled with suboptimal level loading of appointments and inefficient use of operating hours. Mornings often saw waves of appointment starts, creating bottlenecks for nurses and the pharmacy. Additionally, long pharmacy waiting times and low staff productivity were common issues.

Nurses at Lee Health faced their own set of challenges. With little insight into staffing data and manual preassignment of patients, nurses often missed lunches and experienced imbalanced workloads. The initial scheduling process, based on pods with each nurse managing 4 chairs, was inefficient and lacked data support, making it difficult to pitch improvements to the administration.

The Solution: iQueue Patient Assignment

In September 2023, Lee Health went live with iQueue at the Regional Cancer Center and Bonita Health Center. By January 2024, the solution was fully implemented. This solution introduced real-time assignment capabilities, a real-time dashboard for assignments, and reports on staffing productivity metrics. It also identified coaching opportunities and provided a comprehensive view of the clinic’s operations.

The implementation included periodic template updates to better align with the flow and needs of the clinic. The adaptive template feature of iQueue, which accommodates weekend variable staffing based on patient acuity and infusion duration, was a game changer. This feature allowed schedulers to know when to add more weekend nurses, ensuring optimal resource utilization.

Remarkable Results: Enhanced Efficiency and Nurse Satisfaction

The impact of iQueue on Lee Health’s operations was profound. The solution led to a 2.9% increase in total concluded appointments and a 1.2% decrease in no-shows and same-day cancellations. Infusion wait times were significantly reduced, with patients now waiting only 4 minutes from check-in to vital sign measurement.

One of the most notable outcomes was the improvement in nurse satisfaction. A poll conducted by LeanTaaS revealed overwhelming support from nurses for the Patient Assignment solution. Nurses reported a 10% reduction in workload imbalances and an 11% improvement in staffing productivity. Remarkably, 100% of nurses expressed satisfaction with the balanced patient assignments, and 90% felt they could effectively manage their patient loads. Campbell noted that she “could feel the change in the clinic… it was night and day.”

Real-Time Data and Autonomy

The real-time data provided by iQueue was a key factor in its success. Nurses could see how long patients were waiting, how many were currently in chairs, and how many were still to be checked in. This comprehensive view allowed for better monitoring of nurse productivity and more efficient use of resources.

Campbell highlighted the benefits of real-time assignment. She noted that it reduced manual work hours, balanced nurse workloads, and gave nurses greater autonomy. Campbell observed that the ability to control their own assignments results in less “grumblings” and that “nurses controlling their own assignment helped with their satisfaction and increased productivity.”

A Positive Shift in Nurses’ and Patients’ Satisfaction

The implementation of iQueue brought about a noticeable shift in the clinic’s atmosphere. Before iQueue, charge nurses spent considerable time balancing assignments, only to face complaints if the assignments were not equitable. Postimplementation, the clinic saw a dramatic improvement in nurse morale. Nurses were less stressed, more available to patients, and overall happier with their work environment.

Patients, too, noticed the difference. They experienced more time with nurses and felt the positive change in the clinics’ dynamics. This unexpected boost in patient satisfaction was a testament to the far-reaching impact of balanced nurse assignments.

A Model for Success

Lee Health’s success with iQueue’s Patient Assignment solution serves as a model for other health care providers facing similar challenges. By leveraging real-time data and adaptive templates, Lee Health has achieved remarkable improvements in operational efficiency and nurse satisfaction. The journey from staffing shortages and operational inefficiencies to a well-balanced, productive, and satisfied nursing team is a testament to the power of innovative solutions in health care.

As Campbell aptly put it, implementing iQueue was “one of the best decisions I’ve ever made.” The results speak for themselves, showcasing the potential for technology to transform health care operations and enhance the well-being of both staff and patients. While additional progress remains to be made, the nurses and administration at Lee Health are confident that nurse satisfaction and productivity will only continue to improve.