Using an Indicator Matrix

1. How often does this problem of waiting time occur?
2. When does it occur?
3. Where does it occur?
4. Who is affected by it?

Looking at the data they have gathered so far, the team hypothesizes that causes of the waiting time may include:

• the registration desk is taking too long registering each user
• the doctor is spending too much time with each user
• the lab is taking too long drawing samples for analysis

To minimize tensions, the team meets with all staff to share the results of the Indicator Matrix. Mrs. Alvarez explains to the staff that the matrix is being used to describe a problem to improve quality service. She reinforces the intent of the quality improvement process to orient services to users' needs. She assures everyone that this exercise will not be used in any performance evaluations of staff.

She explains that the team will use a tally sheet to collect data for four days, and informs all that Mrs. X will collect registration data, Mrs. Cruz will collect lab data, and she, Mrs. Alvarez, will collect the doctor and nurse data.