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Improving a Dental School's Clinic Operations Using Lean Process Improvement.

Fonda G Robinson¹, Larry L Cunningham², Sharon P Turner²

¹Dr. Robinson is Associate Dean of Clinic Administration and Patient Care and Associate Professor, Division of Restorative Science and Prosthodontics, College of Dentistry, The Ohio State University; she was Associate Dean of Clinical Affairs, College of Dentistry, University of Kentucky at the time of this study; Dr. Cunningham is Interim Chair of Oral Health Science, Division Chief of Oral and Maxillofacial Surgery, and Professor, Division of Oral and Maxillofacial Surgery, College of Dentistry, University of Kentucky; Dr. Turner is Dean Emeritus and Professor, Division of Public Health Dentistry, College of Dentistry, University of Kentucky; Dr. Lindroth is Associate Professor, Division of Oral Diagnosis/Oral Medicine/Oral Radiology and Director of Urgent Care, College of Dentistry, University of Kentucky; Dr. Ray is Assistant Professor, Division of Comprehensive Care, College of Dentistry, University of Kentucky; Dr. Khan is System Director, Performance Improvement, St. Vincent's Healthcare, Jacksonville; and Ms. Yates is Lean Facilitator, UK HealthCare Center on Enterprise Quality and Safety, University of Kentucky. robinson.1490@osu.edu.

Journal of Dental Education

|October 4, 2016

Summary

This summary is machine-generated.

Lean production, a method for optimizing operations, significantly reduced patient wait times and improved satisfaction in a dental clinic. This waste elimination strategy enhanced efficiency and educational experiences without compromising care quality.

Keywords:

clinic management continuous improvement dental clinic dental education lean production patient care management patient satisfaction practice management

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Area of Science:

Healthcare Management
Operations Research
Dental Education

Background:

Lean production, originating from Toyota, is an operations management strategy focused on waste elimination and process optimization.
The Lean methodology has been successfully applied across various sectors, including healthcare, demonstrating its adaptability and effectiveness.
Dental schools can leverage Lean principles to enhance the efficiency and quality of their clinical operations.

Purpose of the Study:

To implement Lean production principles within a dental school's Walk-In Dental Clinic.
To reduce the average patient in-the-door-to-out-the-door time from over four hours to three hours within a 90-day period.
To assess the impact of Lean implementation on patient satisfaction, operational efficiency, and educational outcomes.

Main Methods:

Application of Lean production techniques, including waste elimination and process streamlining, by trained dental school personnel.
Strategic reorganization of patient flow and key process phases within the Walk-In Dental Clinic.
Data collection on patient wait times, satisfaction levels, and adverse outcomes before and after Lean implementation.

Main Results:

Achieved a reduction in average patient in-the-door-to-out-the-door time by over one hour.
Increased patient satisfaction by 21% and reduced negative patient comments by 24%.
Facilitated the implementation of electronic health records, improved teamwork, and enhanced student educational experiences, all while maintaining high-quality care with zero adverse outcomes.

Conclusions:

Lean production implementation is a viable and effective strategy for improving clinical operations in dental schools.
The methodology yields significant benefits in patient flow, satisfaction, and operational efficiency.
Lean principles contribute positively to the educational environment and the integration of new technologies like EHRs.