Implementing Lean Six Sigma in a Kuwaiti private hospital.

Area of Science:

• Healthcare Management
• Operations Research
• Quality Improvement

Background:

• Patient waiting times in healthcare settings are a critical factor affecting patient satisfaction and operational efficiency.
• Obstetrics and gynaecology clinics often face challenges with appointment scheduling and patient flow, leading to prolonged waiting periods.
• Implementing systematic process improvement methodologies is essential for optimizing healthcare service delivery.

Purpose of the Study:

• To apply Lean Six Sigma (LSS) methodology to decrease patient waiting times within a private hospital's obstetrics and gynaecology clinic in Kuwait.
• To identify key factors contributing to patient delays and implement targeted solutions for process optimization.
• To enhance overall patient experience and hospital financial performance through effective process management.

Main Methods:

• The Define, Measure, Analyze, Improve, Control (DMAIC) framework of Lean Six Sigma was employed.
• Data collection and analysis, including Dunnett's test, control charts, and process capability analysis, were used to assess current waiting times.
• Ishikawa diagrams and Pareto charts identified root causes such as appointment overbooking and physician punctuality issues, while Arena simulation modeled improvements.

Main Results:

• Significant reductions in patient waiting times were achieved across various patient categories, including appointment and walk-in patients on weekdays and Saturdays.
• Sigma levels improved substantially, with reductions in waiting time ranging from 46% to 67% for different patient groups.
• A cost-benefit analysis projected substantial savings, estimating a total of $5,820,319 by 2025, with a present project value of $656,459.

Conclusions:

• Lean Six Sigma is an effective tool for process improvement in healthcare, specifically for reducing patient waiting times in specialized clinics.
• The study highlights the positive impact of LSS on patient satisfaction and hospital profitability.
• The findings provide a scalable model for other healthcare facilities seeking to optimize operational efficiency and patient care quality.