Two 72nd ABW organizations transform in time for new year

Published Jan. 19, 2012
By Brandice J. O'Brien
Staff Writer

TINKER AIR FORCE BASE, Okla. -- Transformation remains a high priority for the 72nd Air Base Wing. As the 2011 holiday season kicked off, two air base wing organizations conducted rapid improvement events that have yielded great success.

The 72nd Medical Group improved the rate at which patients with off-base referrals are seen by medical professionals. The 72nd Air Base Wing Communications Directorate reduced the number of lost or damaged information technology assets in on-base storage warehouses.

"These projects are critical to our business processes," said Col. Stephen Wood, 72nd Air Base Wing vice commander. "As we continue to operate in an increasingly resource constrained environment it is crucial that we evaluate our processes, eliminate inefficiencies, and forge forward with revised processes that optimize our available resources while supporting the mission. It doesn't matter what portion of the mission the 72nd ABW supports, we need to continually look to be more efficient while providing world-class customer support."

In early November, a team of medical group personnel and subject-matter experts discussed why 71 referrals had been delayed by up to 13 days. Though the number is small, compared with the more than 3,000 referrals for off-base treatments processed in a given month, officials said the project was necessary. Referrals are not widgets in a process, but people who still deserve the "best care anywhere."

In the course of four days, the team discussed the core issue using lean tools including, "5-whys" and cause and effect, to identify the root cause. They discovered inadequate procedures and inaccurate patient demographics to be the problem.

At the initial referral opportunity, data provided on necessary forms was either incomplete or inaccurate. Additionally, there was no training for how to fill out the form or where to go for guidance should an error occur. Furthermore, vital patient information wasn't being updated and there wasn't a consistent system in which to obtain and maintain the data.

The team developed countermeasures and a plan of action, which includes training personnel on how to keep referrals consistent and using a standardized patient check-out sheet. The check-out sheet shows the course of action a patient needs to take following their initial medical visit.

"The power and momentum gained out of the RIE allowed us to change several processes which improved care to our community in other areas of the medical group," said Col. Dean Prentice, 72nd MDG commander. "This is just one benefit when you place the right people in the position to affect change. We have used this RIE to improve care as a process multiplier."

Officials said they anticipate their goal of less than 10 referral errors a month to be met and will reevaluate the new process periodically; they will make changes until the problem is fixed.

In mid-November, a team from the communications directorate discussed the issues concerning the information technology warehousing system and the best way to move forward.

Michael Wiles, IT Asset Warehousing RIE team lead, said in discussing storing methods, they found there were 11 locations around base that housed IT assets including network switches, batteries and cabinets. Once an item is stored, it doesn't always stay in that location. Oftentimes, assets were moved three to four times and it could take up to 235 minutes to find an adequate storage place. Plus, four people were in charge of each location.

"We had quite a few hands in the pie, so to say," Mr. Wiles said.

Through the RIE, the team brainstormed five countermeasures including reducing the number of storage facilities to one, assign only one person to manage the warehouse, and create and maintain a universal inventory system that shows detailing pertinent stored asset information.

"As of yet, no assets have been lost or destroyed," Mr. Wiles said. "We're moving in the right direction."

Mr. Wiles said the team will reevaluate the changes within the quarter and make necessary changes.