Mays Cancer Center Wait Time Reduction Case Study

This case study details the operational improvements made by Mays Cancer Center, part of The University of Texas Health Science Center San Antonio, to address increasing patient volumes and long wait times. The center faced challenges due to scheduling inefficiencies and appointment bottlenecks, which negatively impacted patient experience and staff operations. To resolve these issues, Mays Cancer Center implemented LeanTaaS’ iQueue for Infusion Centers, which optimized infusion workload and improved scheduling transparency. As a result, the average chair wait time decreased by 33%, and the average drug wait time decreased by 25%, despite a 25% increase in patient volume. The study outlines how operational analysis and patient journey mapping identified bottlenecks and opportunities for improvement, leading to enhanced chair utilization and reduced wait times. These changes have significantly improved the overall patient experience and serve as a model for efficiency improvements in healthcare settings.