Implementation of Lean in Outpatient Department at 1the 68th Public Health Center at Saphansung

Abstract

Objective: To investigate the effect of lean management in outpatient services on the reduction of work processes, incidences of risks in medical record unit and pharmacy units, waiting time of service clients and the improvement of satisfaction among clients and providers of outpatient services. Method: The study was an action research. There were 2 tools in the study i.e., 1) quantitative tools consisting of recording form and questionnaires, and 2) qualitative tools consisting of lean system tools for improving the processes of the service. The study collected the data twice from service recipients and 4 times in service providers. The principle of lean management is to manage the workflow at all stages in order to eliminate wastage and reduce the workload but to increase the performance, and to better respond to customers’ needs. Results: Implementation of lean management reduced non-value added processes i.e., patient waiting outside the building for the services and distribution of queue card by staff, resulting in the reduction of service times from 65 minutes and 10 seconds to 57 minutes and 24 seconds with 7 minutes and 46 seconds reduction of service time. The risk of finding and collecting medical records in the medical record unit was reduced i.e., the risk in December 2016, January 2017, and February 2017 were 13, 8 and 4 times respectively. Error rate in drug preparations declined with the rate in December 2016, January 2017, and February 2017 being 1.33, 0.95 and 0.75, respectively. Comparison of satisfaction among clients and providers before and after the implementation of lean system indicated that the satisfaction improved significantly. Conclusion: Lean systems are tools applicable for identifying values in the organization and mapping out the procedures for eliminating non-value added activities i.e., patient waiting for the services outside the building and staff giving out queue card. The systems lead to satisfaction among service providers and clients.