A Project To Improve Service Delivery Of Medical Clinic In A State Hospital In Sri Lanka By Application Of Lean Principles

Authors : Amila P. MADURAGODA, Sayakkara Mesthrilage Navoda Sandamali Maleesha MALLAWARACHCHİ

Pages : 271-284

View : 10 | Download : 9

Publication Date : 2020-12-14

Article Type : Research Paper

Abstract :          Lean is a set of operating philosophies and methods that could create maximum value for patients by reducing waste and waits when applied for health care. The study aimed to improve the service delivery of medical clinic in Base Hospital Dambadeniya insert ignore into journalissuearticles values(BHD); in Sri Lanka through the application of lean principles to the clinic process. Focus Group Discussions insert ignore into journalissuearticles values(FGDs); with patients and staff, Key Informant Interviews insert ignore into journalissuearticles values(KIIs); with the medical superintendent and Consultant Physician, survey of patient satisfaction with the use of self-administered questionnaire, and process mapping were carried out to gather data at pre and post-intervention stages. Long waits, congestion at the clinic, undue queuing at pharmacy, and unnecessary movements had led to poor patient satisfaction and raised concerns in the staff regarding unsatisfactory work environment.            Application of lean management based on the elimination of waste, combining, rearranging and simplifying of elements of the process, reduced waits by 52%. The total requirement of staff reduced by 26% and patient satisfaction improved in selected attributes by 40%.
Keywords : Lean Principles, Medical Clinic, Process Mapping, Service Delivery, Waiting Time