Improving Lean Clinics (Lean Healthcare): A Voice of Employee Approach to Reduce Waiting Times

Öz

Bu çalışma, Ankara'daki bir estetik kliniğinde hasta bekleme sürelerini azaltmaya yönelik çözüm odaklı bir strateji sunmaktadır. Operasyonel verimlilik ve hasta memnuniyetinin dinamik kesişimine odaklanan bu çalışma, hizmet sunumundaki önemli rollerini kabul ederek ön saflardaki personelden içgörü toplamak için "Çalışanların Sesi" yaklaşımını kullanmaktadır. Kalite çemberleri, Pareto ve balık kılçığı diyagramı analizleri, eksik ilk kayıt süreçleri, ERP ve CRM uygulamalarındaki yetersizlikler ve yetersiz bekleme alanı olanakları gibi faktörleri belirleyerek uzayan bekleme sürelerinin temel nedenlerini ortaya çıkarmaktadır. Bu araştırma süreci pragmatik çözümler üretmekte ve çalışmayı estetik kliniklerinde hizmet kalitesinin artırılması ve hasta memnuniyetinin sağlanması için stratejik bir rehber olarak konumlandırmaktadır. Araştırma, doğrudan etkilerinin ötesinde, operasyonel stratejilerin şekillendirilmesinde çalışan perspektiflerinin ayrılmaz rolünü savunarak sürdürülebilir sağlık hizmetleri çözümlerine ilişkin daha geniş akademik söyleme katkıda bulunmaktadır. Bu çalışmadan çıkarılan rafine sonuçlar, sağlık kurumlarını, sürekli gelişen sağlık hizmetleri ortamının karmaşıklıklarında gezinirken hasta ihtiyaçlarına uyum sağlayan, sürekli iyileştirme ile işaretlenmiş bir geleceğe doğru ilerletmektedir.

Anahtar Kelimeler

• Yalın Klinikler
• Çalışanların Sesi
• Kök Neden Analizi
• Sağlık Hizmetlerinde Verimlilik
• Kalite İyileştirme

Improving Lean Clinics (Lean Healthcare): A Voice of Employee Approach to Reduce Waiting Times

Abstract

This study presents a solution-focused strategy for reducing patient waiting times at an aesthetic clinic in Ankara, Turkiye. Focused on the dynamic intersection of operational efficiency and patient satisfaction, this study employs a "Voice of Employee" approach to glean insights from frontline staff, acknowledging their pivotal role in service delivery. Quality circles, Pareto, and fishbone diagram analyses discern the root causes of prolonged waiting times, identifying factors such as deficient initial registration processes, inadequacies in ERP and CRM applications, and suboptimal waiting area facilities. This investigative process yields pragmatic solutions, positioning the study as a strategic guide for enhancing service quality and ensuring patient contentment in aesthetic clinics. Beyond its immediate implications, the research contributes to the broader academic discourse on sustainable healthcare solutions, championing the integral role of employee perspectives in shaping operational strategies. The refined conclusions drawn from this study propel healthcare institutions toward a future marked by continual improvement, attuned to patient needs while navigating the complexities of an ever-evolving healthcare landscape.

Keywords

• Lean Clinics
• Voice of Employee
• Root Cause Analysis
• Healthcare Efficiency
• Quality Improvement

Kaynakça

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