Process reengineering using DMAIC framework for reduction of waiting time in daycare infusion therapy for better patient experience.

This article focuses on a quality improvement project aimed at reducing prolonged waiting times for patients undergoing daycare infusion therapy in an oncology unit at a quaternary care center in Kerala, India. Using the define, measure, analyze, improve, and control (DMAIC) methodology, the study identified key causes of delays—including scheduling issues, consultation delays, medicine stockouts, and communication gaps—and implemented targeted interventions such as an online scheduler, dedicated consultation slots, and improved inventory management. As a result, adherence to the one-hour turnaround time improved from 32% to 89%, average waiting time decreased by 59 minutes, and patient satisfaction increased by 7.5%. The project also enhanced operational efficiency, reduced oncology medicine inventory value by 50%, and lowered medication errors, demonstrating that systematic process reengineering can optimize existing resources and improve patient experience without additional capital investment.