Introduction: The orthopedics clinic at an academic medical center has low patient satisfaction rates for patients that require an X-ray and have difficulty ambulating. The project aimed to reduce the 'non-value-added' time during appointments by using Lean and Six Sigma methodologies and enhance patient experience.
Methods: An analysis of the current state was conducted using Gemba walks, interviews with subject matter experts and an interrupted time study to assess baseline data. The project was implemented using a three-phase Kaizen event approach.
Results: Interventions implemented included: (i) re-engineering patient flow and (ii) standardizing appointment scheduling guidelines. The 'non-value-added' appointment time was measured post-intervention and it decreased from 17 to 8 min (51%), and 87% (N = 47) of patients rated the scheduling process positively.
Conclusion: Lean, Six Sigma and Kaizen improvement methodologies are invaluable tools to improve operational efficiency. The implemented interventions enhanced patient experience and improved clinic efficiency.
Keywords: continous improvement; kaizen; lean; patient safety; process improvement; quality improvement; six sigma.
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