Breakthrough demand-capacity management strategies to improve hospital flow, safety, and satisfaction

Abstract

Healthcare facilities are experiencing overcrowding and hospital-wide waits and delays. Potential bottlenecks must be identified and alleviated by matching demand to capacity. The matching of demand to capacity for the services of a hospital is a complex function of multiple variables and queues across the healthcare system. Achieving successful demand to capacity management requires a large-scale cultural change to support inter and intra department collaboration, which is paramount to the efficient functioning and flow of any healthcare organization. This chapter will outline the techniques and tools necessary for creating a successful demand to capacity system which is the results of identifying and implementing interventions to critical stressors in the environment. The intent of such approaches is not only to improve flow but also to support healthcare systems in their goals to become more reliable, safe, and satisfying for patients and providers.