Implementation of Lean Healthcare Tools to Increase User Satisfaction in the Emergency Department

Resumen

The main objective of this research was to implement Lean Healthcare tools in the Emergency department of a Level II-E Hospital in Cajamarca to increase user satisfaction in 2024. This research is applied in nature and follows a quantitative approach. The study design is quasi-experimental, applied to a sample of 324 patients who received health care in the hospital’s emergency department. Tools such as questionnaires and process flow diagrams were used to identify wastes in inventory management and unnecessary movements. Just in Time (JIT) helped identify and eliminate non-value-adding activities. The 5S method was implemented to reduce clutter and maintain a clean and efficient workspace, while Kanban and Just in Time methods were applied to organize the medication inventory. As a result, patient satisfaction increased from 10% to 60%, and waiting times and unnecessary movements were significantly reduced. Finally, an economic indicator analysis was conducted, showing a positive Net Present Value (NPV) and an Internal Rate of Return (IRR) of 13% per month.