Improving Patient Care Through Workspace Renovation and Redesign: A Lean Approach

Area of Science:

• Healthcare Management
• Process Improvement
• Primary Care Delivery

Background:

• The University of North Carolina Family Medicine Center faced challenges meeting patient demand due to an outdated facility.
• Clinic leadership aimed to expand capacity, integrate care teams, extend hours, and enhance patient experience through redesign.

Purpose of the Study:

• To evaluate the effectiveness of lean methodology in redesigning primary care workflows and physical space.
• To improve patient access, satisfaction, and operational efficiency in a family medicine setting.

Main Methods:

• Experienced lean coaches trained the department in lean methodology.
• Workflows were comprehensively redesigned using lean principles.
• The clinical workspace was renovated based on perfected lean workflows.

Main Results:

• Patient volumes increased by 24% post-renovation.
• Patient satisfaction improved significantly, moving from the 89th to the 92nd percentile.
• The redesigned space and workflows supported expanded operational capacity.

Conclusions:

• Lean methodology is an effective strategy for analyzing and optimizing healthcare workflows and physical space utilization.
• Lean strategies were crucial for the successful redesign and renovation of the family medicine clinic.
• The study demonstrates the value of lean principles in enhancing primary care operations and patient outcomes.