THE USE OF LEAN SIX-SIGMA FOR QUALITY IMPROVEMENT IN CLINICAL UNIT TO PROMOTE ORGANIZATION OBJECTIVES

Abstract

The purpose of this research were 1) to develop a model of patient care process development based on the Lean Six Sigma concept 2) to study the results of using the Lean Six Sigma concept of patient care process development model. Research and Development (R&D) was used in this study. The study area was the out-patient department 1 Golden jubilee Medical center. During October 2019 - September 2020. The samples of the study were 29 hospital personnel/staff by specific selection and 335 patients/customer by randomized grouping. The researcher uses data collection methods by mixing methods. Data were collected by tools: a personnel/staff and patients/customer questionnaire before and after implementing, incidence and agency income record form. Data were analyzed by percentage, mean, standard deviation, t-test, and content analysis. The results of the study could be concluded as follows: 1. The LEAN Six –Sigma for Quality Improvement in Clinical unit model consisted of 1) I: Identify Value is to identify the value of the organization that reflects the organization, 2) D: Define is defines the key processes of the organization, 3) M: Measure is a tool design and the method of measurement and evaluation, 4) A: Analysis is the analysis of results with statistics, 5) I: Improve is the improvement and debugging, 6) C: Control is control the standard. 2. The results of The LEAN Six –Sigma for Quality Improvement in clinical unit model found that 1) Customer satisfaction scores were higher after using the model at .05 level of significance. 2) Care provider satisfaction scores were higher after using the model at .05 level of significance 3) There was an increase in the mean percentage of patients who had scheduled appointments within 30 minutes after utilizing the model. The number of reported incidents and complaints has decreased. In addition, the agency's revenue increased.