APPLICATION OF LEAN SIX SIGMA METHODOLOGY IN THE EMERGENCY AREA OF A PRIVATE HOSPITAL

Abstract

In this work, the problems that affect the processes of the emergency area of a private hospital are addressed, with the use of quality tools necessary for a correct assessment. Therefore, the main purpose of this work was to analyze the process of patient admission to the emergency area in a private hospital to promote patient satisfaction. For this, the project was conducted through the DMAIC methodology, with which the characteristics of the activities carried out in the process were evaluated and analyzed, such as time, effectiveness, delays, operations, inspection, risks, and failures; taking into account as the main guide the opinion and experience of clients who attended the hospital's emergency department for 6 months. This facilitated the assignment of standards for the study and possible action decisions guided by the main goal of the organization, which is to reduce the time spent caring for its clients in the emergency room to ensure their satisfaction in each visit, thus increasing the acceptance of society in the future for providing a service of excellence and speed. Finally, improvement proposals are presented which are directly personalization and adaptation, so that a financial opportunity is provided where not only the opportunity cost will be reduced, but also customer satisfaction will increase.