Personnel management model for reducing patient waiting time through sequential notification and staff motivation in a private polyclinic in Chincha

Abstract

The research article focuses on addressing the challenge of reducing waiting times at a private polyclinic in Chincha, Peru, with the goal of enhancing both efficiency and the quality of healthcare services. A meticulous strategy based on the DMAIC methodology was implemented, comprising two essential pillars: fostering the intrinsic motivation of staff and adopting an appointment management system with sequential notifications. It is worth noting that the research utilized keywords such as process optimization, time reduction, waiting times, patient satisfaction, among others. After a 9-month implementation period, substantial improvements were observed, including a 54% reduction in non-compliance with work schedules and a 42% increase in medical care through pre-scheduled appointments. This resulted in a notable reduction in waiting times, decreasing from 125 to 49 minutes for patient care. These results highlight the positive impact of both intrinsic motivation and appointment management on the efficiency of the healthcare center. The findings emphasize that the DMAIC methodology, supported by efficient appointment management and the implementation of digital tools, constitutes a valuable resource for reducing waiting times and improving the quality of care in healthcare centers. These results not only have significant implications for the polyclinic in question but also provide a useful framework for other healthcare facilities facing similar challenges. Furthermore, the implementation of this strategy enabled greater transparency and coordination among healthcare professionals, improving communication and collaboration within the medical team. The reduction in waiting times also enhanced patient satisfaction, leading to increased loyalty and recommendations for the healthcare center.