Abstract

APPLICATION OF LEAN PRACTICES IN A SUPER SPECIALITY HOSPITAL FOR IMPROVED SERVICE DELIVERANCE

*Dr. Ashok Thiakarajan, Dr. Mahdoora, A. Sindhuja, Dr. R. Krishnaraj

ABSTRACT

The service quality is sacrosanct in healthcare. Other industries often boast that their service quality differentiates them from competitors and the trend is visible in Hospital segment too. While saying so, quality of service having a direct impact on the health and safety of those served. Under these scenarios the quality management is the prime factor of Hospitals to improve the service quality and patient care. Healthcare leaders worked to improve patient care through a myriad of quality programs and process improvement. Perhaps, many of these quality improvement efforts have fallen short of expectations and the net result is having an impact on the delivery of care. Lean in health care is one of the Modern quality management programs that are rooted in pioneering research conducted a century ago by Americans Frederick Winslow Taylor and Walter Shewhart. Taylor focused on studying existing workflow processes, experimenting with alternative processes that removed unnecessary or inefficient activities and adopting those processes that resulted in consistent production quality and improved worker productivity. Shewhart was the first to implement statistical process control, a quality control method in which data are regularly analysed in order to identify anomalous production patterns.

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