Improving Lean Clinics (Lean Healthcare): A Voice of Employee Approach to Reduce Waiting Times

Authors : Paşa Gültaş

Pages : 198-213

Doi:10.55179/dusbed.1392650

View : 98 | Download : 84

Publication Date : 2023-12-31

Article Type : Research Paper

Abstract :This study presents a solution-focused strategy for reducing patient waiting times at an aesthetic clinic in Ankara, Turkiye. Focused on the dynamic intersection of operational efficiency and patient satisfaction, this study employs a \"Voice of Employee\" approach to glean insights from frontline staff, acknowledging their pivotal role in service delivery. Quality circles, Pareto, and fishbone diagram analyses discern the root causes of prolonged waiting times, identifying factors such as deficient initial registration processes, inadequacies in ERP and CRM applications, and suboptimal waiting area facilities. This investigative process yields pragmatic solutions, positioning the study as a strategic guide for enhancing service quality and ensuring patient contentment in aesthetic clinics. Beyond its immediate implications, the research contributes to the broader academic discourse on sustainable healthcare solutions, championing the integral role of employee perspectives in shaping operational strategies. The refined conclusions drawn from this study propel healthcare institutions toward a future marked by continual improvement, attuned to patient needs while navigating the complexities of an ever-evolving healthcare landscape.
Keywords : Yalın Klinikler, Çalışanların Sesi, Kök Neden Analizi, Sağlık Hizmetlerinde Verimlilik, Kalite İyileştirme