Abstract
Today, a significant proportion of temporary losses is created in the expectations of not only the patient, but also all the services of the admission department (doctors, medical personnel, diagnostics, laboratories). The proposed approach consists of building a “value creating stream” of the patient in the admission and diagnostic department (ADD) in the context of the types of expectations of patients, doctors on duty, nurses, medical registrars, laboratories, and diagnostic services. As a result of timing 113 patients, the following results were obtained: the structure of patients depending on the time spent in ADD has determined; the types and causes of expectations of the patient, doctor, nurses, diagnostic services and laboratories have been identified; a stable structure of the patient’s waiting time has been defined; a new type of expectation has been identified - expectation arising due to the lack of patient continuity between doctors in the case of the involvement of external specialists (in some cases, the expectation reached two hours); the main causes of expectations in patients in ADD at the stage of registration, diagnosis, obtaining a final diagnosis have been identified; features of the causes of expectations have been revealed in patients who stayed in ADD for more than three hours; ADD patient models have been formed depending on routing; measures to reduce the patient’s stay time in ADD have been formulated.