Question

we discussed how service organizations in general and health care organizations in particular have lagged in their adoption of process improvement philosophies and techniques, but as noted they no long have the option.  Discuss how health care organizations can deliver services in a more efficient and effective manner and what will occur if they cannot do so?  Use any specific examples you may have witnessed or heard about!

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Answer 1

PROCESS IMPROVEMENT PHILOSOPHIES AND TECHNIQUES

Definition: These are problem solving tools used in the form of six sigma, these are an initiatives quality improvement procedures. These are data driven method of analysing business. The six sigma which are to be found data based are (define, measure, analyze, design, verify).

The six sigma in health care industry has following considerations (define, measure, analyse, improve and control).

Define:	Defining the problem and determinations about the requirements
Measure	· Decide the CTQ (critical to quality) · · What to measure and how
· Analyse:	· Prepare tool / use standard tools / collect data, process data and identify GAP · · GAP analysis refers to determining the gap between a health care industries current and future state. Find solutions to bridge the GAP
· Improve:	· Assess the impacts, costs and benefits various approaches that could be used to solve the problem.
Control:	utilize the solutions Repeat to find results indicative of effectiveness.

Health care industry is an accumulation and combination of various sectors that are focused to treat patients with curative, preventive and rehabilitative services. This industry is a focused driven and largest human resource generator. The health industry has many concepts and aspects that fill the goals of economic development some nations see health sector as important part of economy as a healthy young country prospers more than its counterparts.

The six sigma has an enormous opportunity and potentiality to improve the health care industry when used in right terms and right hands. If the problems of the health care industry are properly defined and managed then it comes out to be the next biggest revolution of the time.

The six sigma has many benefits they are

a. It helps identify the break in chain of events and helps locate the site of problem

b. It helps reduce waiting time of patients

c. It helps reduce medication errors

d. It helps in simple procedures to large scale operations

e. It improves the purchasing and supply chain and reduces the single line opportunistic errors

f. It boosts clinical research

g. It decodes the billing sector

h. It improves the CSSD

i. It intiates fast disposal of laboratory results

j. It improves the laboratory efficiency

k. It saves lives as the process of emergeny management becomes easy

l. It improves the over all infrastructure management

m. It schedules the cleaning and maintenance process

n. It overall improves the customer / patient satisfaction

o. It decodes medical transcription

p. It helps in patient education and community improvement.

Examples:

The North Indian Hospital in Manipur, India experienced high wait times in its OPD’s outpatient departments. Patients waited on the average of 90 minutes to see a doctor and receive treatment. The department was understaffed.

By applying Six Sigma’s rigorous techniques for data gathering and analysis, The North Indian Hospital in Manipur, India was able to find how patients were going through different check points before coming to doctor. Analysis revealed several major blockades which were not necessary in the patient flow process. Hence, variation in the process was done as a single point check point and this made the accessibility to physician and reduced delays that were caused. The chief medical officer on duty would personally see that all doctors are available and no one is overburdened, if needed special officer doctors are appointed to meet the demand.

Six Sigma analyses helped in identification of the delays which were not caused by understaffing but unnecessary check points and inefficient processes. Once the Six Sigma team identified and addressed the root cause of the problem, wait times decreased by 60%

Define – long waiting time in OPD, i.e. 90 min before reaching physician

Measure – causes of waiting time

Analyse – steps followed by patients till they reach physician

Improve – findings stated that there are more than one check point for patients before they reach physicians.

Control – one point check point for all the necessary requirements of patients

Repeat – 60% reduction in waiting time