Moro-Agud M, González-Fernández MA, Moreno-Ramos F, Jiménez-Nácher I, de Sebastián-Rueda M, Herrero-Ambrosio A
Servicio de Farmacia. Hospital Universitario La Paz. Madrid (España)
Rev. OFIL 2016, 26;2:87-93
Fecha de recepción: 16/11/2015 – Fecha de aceptación: 14/03/2016
Objective: To analyze the results obtained after the application of the Lean Six Sigma methodology in the Outpatient Pharmaceutical Care unit to improve process efficiency and patient satisfaction.
Methods: A prospective observational study in the Outpatients Pharmaceutical Care unit of a university general hospital was conducted. The DMAIC (define, measure, analyze, improve and control) cycle was followed. Training days, a situation analysis, a value stream map, a causal analysis, a prioritization matrix, the implementation of quality improvement strategies and follow-up meetings were carried out. Activity and quality indicators were collected and a patient satisfaction study was conducted.
Results: Twenty-two seedlings (‘muda’) were detected and 22 improvement actions were implemented. During the first three months after the implementation, there were 15,217 acts of patient care. The average patient waiting time was 8.37 (SD 4.92) minutes. Errors in the turn selection system made by patients decreased in 41.9%. In the satisfaction survey, 55.1% of patients expressed having been waiting between 5 and 15 minutes (51.3% reported improvement). High satisfaction with the service agility was stated by 88.4% of patients (50% reported improvement). Finally, 88.2% of patients were satisfied with the overall service (60% perceived improvement).
Conclusions: The area has been reorganized by eliminating non-value-added steps. New indicators have been established for the process monitoring. Patients have expressed high level of satisfaction with the improvements. More than half of the surveyors have perceived quality improvement.
Key Words: Lean Six Sigma, quality, outpatient, satisfaction, waiting time, Hospital Pharmacy.
Marta Moro Agud
Hospital Universitario La Paz
(Servicio de Farmacia)
Pº Castellana, 261
Correo electrónico: firstname.lastname@example.org