Publicação
LEAN SIX SIGMA APPLICATION IN THE HEALTHCARE SECTOR A CASE STUDY IN A GYNAECOLOGY EXAM ROOM
| Resumo: | The healthcare sector plays an important role in the world economy and health institutions have a growing concern about the quality of their services. This means an effective and fast response to achieve a better service quality and a strong response to patient’s needs. This project urges as a need to enlarge the offer and the efficiency of the Cervix and Lower Genital Tract Unit of a Portuguese Hospital to improve the client satisfaction and increase the hospital service levels. Therefore, the Lean Six Sigma methodology was used recurring to the Define, Measure, Analyse, Improve, Control (DMAIC) cycle in which many different quality tools and techniques were used. After careful observation of the unit, and data analysis, it was possible to identify some space for improvement. Although two different projects were initially identified, only one of them was implemented. The project implemented was related to the client experience with the exams performed in this department. The other project identified was related to the registering procedures used at the hospital but it was not possible to proceed with it due to lack of resources. After the full implementation, it was possible to eliminate 33% of the non-value added activities, reduce the waiting time by an average of 10 minutes by eliminating the subwaiting moment, reduce the total exam time by an average of 3 minutes, cutting 80 minutes per day in the Front-Office Customer Service Technicians Tasks and an overall restructure of Scheduling System. In the end, it is expected that the sigma level in this project increases from the current level of 1.7-1.8 to the 2.1-2.2 level. |
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| Autores principais: | Pinto, Inês Alvim Carvalho Rebelo |
| Assunto: | Healthcare Human Papillomavirus Lean Six Sigma Process Improvement DMAIC cycle |
| Ano: | 2023 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| Resumo: | The healthcare sector plays an important role in the world economy and health institutions have a growing concern about the quality of their services. This means an effective and fast response to achieve a better service quality and a strong response to patient’s needs. This project urges as a need to enlarge the offer and the efficiency of the Cervix and Lower Genital Tract Unit of a Portuguese Hospital to improve the client satisfaction and increase the hospital service levels. Therefore, the Lean Six Sigma methodology was used recurring to the Define, Measure, Analyse, Improve, Control (DMAIC) cycle in which many different quality tools and techniques were used. After careful observation of the unit, and data analysis, it was possible to identify some space for improvement. Although two different projects were initially identified, only one of them was implemented. The project implemented was related to the client experience with the exams performed in this department. The other project identified was related to the registering procedures used at the hospital but it was not possible to proceed with it due to lack of resources. After the full implementation, it was possible to eliminate 33% of the non-value added activities, reduce the waiting time by an average of 10 minutes by eliminating the subwaiting moment, reduce the total exam time by an average of 3 minutes, cutting 80 minutes per day in the Front-Office Customer Service Technicians Tasks and an overall restructure of Scheduling System. In the end, it is expected that the sigma level in this project increases from the current level of 1.7-1.8 to the 2.1-2.2 level. |
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