Lean Six Sigma application for outpatient treatment process with health insurance in Ho Chi Minh city hospitals

Abstract

Objects: Evaluate the current state of the quality of insured outpatient services (clinical time, patient satisfaction) and evaluate the effectiveness of the LSS improvement in some steps in the process. Methods: Lean Six Sigma applied research is conducted through five steps: Define-Measure-Analyze-Improve-Control from March 2017 to June 2017 in the outpatient care with health insurance in some Ho Chi Minh city hospitals. A survey on 166 outpatients with health insurance was conducted by direct interviews of pre- and post-admission and in consultation with 10 health staff members. Result: 32 causes of ineffective activities were identified in two screening procedures. Then corrective measures were suggested. The goal of improving survey process timing and patient satisfaction is 20%. After improvements in the Lean Six Sigma model, positive results on the timing of the two procedures were obtained, including the expected length of the registration process (<40 minutes) was improved by 13.8%, the expected length of dosage regimen (<20 minutes) was improved by 22.9%, and the satisfaction level of patients was improved by 11.5%. Conclusion: The Lean Six Sigma model is valued for identifying root causes for non-performance activities in the two above-mentioned screening procedures. It is recommended to apply this model to other procedures and other departments in the hospital, to propose remedies or eliminations from the process based on identified causes.