ADDRESSING BOTTLENECKING IN PATIENT CLINICS

Community Healthcare Network (CHN) is a nonprofit organization that provides care to more than 85,000 predominantly low-income or uninsured New Yorkers of all ages throughout New York City. CHN engaged a Capstone team in identifying the causes of bottlenecking at its clinic sites. The team conducted patient and staff interviews, analyzed past bottlenecking projects, mapped geospatial data, and led observations throughout CHN's sites. The team's final product included a comprehensive analysis of the clinic sites, a qualitative synopsis of the interviews, and a final report with a formal presentation to CHN's executive leadership. The team's research culminated in a set of recommendations aimed at producing more efficient and effective patient visits while fully optimizing clinicians' schedules.