Patient experience in a surgical assessment unit following a closed-loop audit using a Kaizen Lean system

Area of Science:

• Healthcare Management
• Patient Experience
• Surgical Care Improvement

Background:

• The Acute Surgical Assessment Unit (ASAU) at University Hospital Limerick (UHL) implemented a Kaizen Lean system and relocated to a new facility to address emergency department (ED) overcrowding.
• This initiative aimed to improve efficiency and patient satisfaction within the ASAU.

Purpose of the Study:

• To evaluate patient satisfaction with the ASAU before and after implementing Kaizen Lean and relocating to a new unit.
• To assess the impact of process improvements on patient experience and care delivery.

Main Methods:

• A two-phase survey was conducted, distributing 100 questionnaires to patients in the older ASAU building (pre-Kaizen Lean) and 100 in the new unit post-implementation.
• Questionnaires followed WHO responsiveness guidelines, tailored for surgical patients, with data analyzed using IBM SPSS and Excel.

Main Results:

• Post-Kaizen Lean implementation, patients experienced reduced waiting times for nursing and medical staff.
• Improved patient awareness of treatment plans and next steps in management was observed.
• Overall patient satisfaction, including perceptions of privacy and treatment, significantly improved.

Conclusions:

• The Kaizen Lean approach facilitated a successful transition to a new, purpose-built ASAU facility.
• This methodology demonstrably enhanced overall patient satisfaction with ASAU services.