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UCC Department's Overall Service Case Study

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In November 2015, “UCC Department’s Overall Service” was at its poorest, 65%. There were many complaints about overall waiting time in UCC. Patients complained about waiting to see a doctor for an average of at least 2-3 hours and another 2-3 hour wait for Labs & Procedures (Ultrasounds/CT Scans). There were many Lab and Radiology complaints about the increased wait time for carrying out procedures and for processing results.

Mid-November of 2015, The UCC Manager, Gloria Davalos, PIC, Dr. Kuttothara, Radiology Director, Cynthia Payne & The Lab Director, Lisa Giarraputo met to discuss service barriers with the goal to improve overall service and improve wait time for patients that were seen in The Urgent Care Department and in Radiology

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