Sylvester Recognized with Customer Impact Award for New Service

Sylvester Comprehensive Cancer Center at the University of Miami Miller School of Medicine was recently recognized with the Greatest Customer Impact Award by the Florida Sterling Council. Sylvester’s Comprehensive Treatment Unit was honored after presenting its newest project, concierge chemotherapy, at the Florida Sterling Council State Showcase Competition in Orlando in June.

The concept of concierge chemotherapy was developed and implemented using Six Sigma DMAIC – define, measure, analyze, improve and control data-driven approach to process improvement – and lean methodologies for performance excellence and overall patient experience improvement. A multidisciplinary team was created to systematically improve processes that affect wait time for cancer patients seeking treatment at a busy academic cancer treatment unit.

Following implementation of 17 interventions, the waiting time patients experienced from arrival to premedication decreased 29 percent. The pharmacy turnaround time decreased 25 percent, allowing the Pharmacy Department to meet its turnaround time goal for the first time in two years. Additionally, concierge chemotherapy helped achieve a 77 percent reduction in the pharmacy turnaround time for a subset of the patient population, helping improve wait times for all patients.

“The accomplishments of this project exemplify how using Six Sigma tools and working collaboratively across disciplines to improve a system’s processes can empower delivery of quality services to Sylvester patients,” said Gustavo Fernandez-Castro, M.D., assistant professor of clinical medicine and Associate Chief Medical Officer/Associate Director for Clinical Affairs at Sylvester. “While these improvements are rewarding, it is particularly gratifying to know that Sylvester patients benefit most from these achievements.”

The Florida Sterling Council was created in 1992 as a non-profit endorsed by the Executive Office of the Governor. Public and private sector board members, as well as full-time staff, assess, train and recognize performance excellence for Florida businesses.

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