Using a Person-centred model of Lean Six Sigma to support process improvement within a paediatric primary eye care clinic

Abstract

Background Process improvement methodologies such as Lean Six Sigma are increasingly being deployed to address inefficiencies in healthcare. Simultaneously policy and strategy development globally stress the value of person-centredness as the preferred approach in healthcare. This paper addresses the use of a Person-centred Lean Six Sigma Model (PCLSSM) to support process improvement in the study site, a paediatric eye care clinic. Methods Within the study site the referral process of children by relevant clinicians to the specialist clinic was experienced by referrers, parents of referred children and clinic staff as not fit for purpose. We applied the PCLSSM to improved the patient experience and efficiency of the clinic. Results Application of the PCLSSM to manage improvement resulted in five key outcomes: a 46% percentage increase in right first time accuracy of children’s referrals to the service, with a corresponding a 20% percentage decrease in time spent managing referrals, a 13% percentage increase in staff confidence in the referral system and 158% percentage increase in staff satisfaction with workload. Importantly there was a 104% percentage increase in child and parent satisfaction with their clinic experience. Conclusions This study will assist healthcare professionals understand the work involved in the successful deployment of a PCLSSM in paediatric healthcare settings, in order to improve operational efficiency and promote enhanced patient and staff satisfaction.