Study of the Impact of the Process Optimization on Outpatient Service Efficiency Application of Lean Tools

Resumen

The healthcare sector continues to face challenges related to waiting times and inefficient service management affecting directly the efficiency in the outpatient clinics. These issues are frequently linked to poorly structured workflows, limited task distribution excessive waiting times and unproductive service times that affect negatively the service quality and patient satisfaction. To address the challenges, Lean practices have been widely applied, such as queueing method to improve patient flow, workload balancing to prevent staff overload and the standardized procedures to reduce variability. The improvement tools were applied following the DMAIC structure of the Lean Six Sigma methodology, which provided a systematic approach for problem solving and process improvement. In this context, an improvement model was developed by integrating queueing method, workload balancing and standard work, through Yamazumi diagrams and Standardized Operating Procedures, focusing on operational changes that do not require additional resources of high-cost technologies. The proposed model was validated trough scenario comparison using simulation in Arena software. The results showed a 76.38% reduction in cycle time and 92.08% reduction in patient waiting time. The proposed model offers a solution for improving efficiency and patient experience in outpatient healthcare facilities.