Ứng dụng Lean Six Sigma cho quy trình khám chữa bệnh ngoại trú có BHYT tại một số bệnh viện thành phố Hồ Chí Minh

2021 ◽  
Vol 05 (01) ◽  
pp. 84-94
Author(s):  
Van Dat Truong ◽  
◽  
Thi Hong An Hua ◽  
Dang Tu Nguyen Le ◽  
Thi Hai Yen Nguyen
Keyword(s):  
Patient Satisfaction ◽  
Health Insurance ◽  
Six Sigma ◽  
Sigma Model ◽  
Lean Six Sigma ◽  
Health Staff ◽  
Outpatient Services ◽  
Staff Members ◽  
Expected Length ◽  
Screening Procedures

Objects: Evaluate the current state of the quality of insured outpatient services (clinical time, patient satisfaction) and evaluate the effectiveness of the LSS improvement in some steps in the process. Methods: Lean Six Sigma applied research is conducted through five steps: Define-Measure-Analyze-Improve-Control from March 2017 to June 2017 in the outpatient care with health insurance in some Ho Chi Minh city hospitals. A survey on 166 outpatients with health insurance was conducted by direct interviews of pre- and post-admission and in consultation with 10 health staff members. Result: 32 causes of ineffective activities were identified in two screening procedures. Then corrective measures were suggested. The goal of improving survey process timing and patient satisfaction is 20%. After improvements in the Lean Six Sigma model, positive results on the timing of the two procedures were obtained, including the expected length of the registration process (<40 minutes) was improved by 13.8%, the expected length of dosage regimen (<20 minutes) was improved by 22.9%, and the satisfaction level of patients was improved by 11.5%. Conclusion: The Lean Six Sigma model is valued for identifying root causes for non-performance activities in the two above-mentioned screening procedures. It is recommended to apply this model to other procedures and other departments in the hospital, to propose remedies or eliminations from the process based on identified causes. Keyword: Lean, process of outpatients treatment

scholarly journals Outpatient Satisfaction with Health Insurance Drug Dispensing Quality at the Pharmacy of Ho Chi Minh City University of Medicine and Pharmacy Hospital

2020 ◽  
Vol 36 (3) ◽  
Author(s):  
Nguyen Thi Hai Yen ◽  
Truong Van Dat ◽  
Thai Ngoc Ha ◽  
Thai Hue Ngan ◽  
Le Dang Tu Nguyen ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Health Insurance ◽  
Service Quality ◽  
Six Sigma ◽  
Healthcare Quality ◽  
Lean Six Sigma ◽  
Ho Chi Minh City ◽  
Drug Dispensing ◽  
Master Thesis ◽  
The Impact

This paper conducts a descriptive cross-sectional study to determine the outpatient satisfaction with health insurance drug dispensing at the pharmacy of Ho Chi Minh City University of Medicine and Pharmacy Hospital in 2019 through a survey questionnaire. The study results show that the outpatient satisfaction was influenced by 4 factors: reliability, assurance, empathy and tangibility, among which, reliability was the most influential one (42%). Generally, the outpatient satisfaction with the health insurance drug dispensing ranged from “Satisfied” to “Absolutely satisfied” (4.19 – 4.36). The study also shows a low level of satisfaction with drug dispensing time and some other aspects of the drug dispensing, which suggests that suitable measures should be taken by the hospital to improve its outpatient drug dispensing service. Keywords Satisfaction, service quality, drug dispensing, Ho Chi Minh City University of Medicine and Pharmacy Hospital. References [1] E. Zarei, A. Daneshkohan, B. Pouragha et al, An empirical study of the impact of service quality on patient satisfaction in private hospitals Iran, Global journal of health science, 7(1) (2014) 1-9. https://doi.org/10.5539/gjhs.v7n1p1 [2] R. Thornton, N. Nurse, L. Snavely et al, Influences on patient satisfaction in healthcare centers: a semi-quantitative study over 5 years, BMC Health Services Research, 17 (2017). https://doi.org/10.1186/s12913-017-2307-z[3] Le Ba Tiep, Surveying the satisfaction of outpatient with health insurance procedures at the clinic – Nguyen Trai Hospital, Ho Chi Minh City. Specialized Pharmacist of 1st grade, 2017 (in Vietnamese)[4] Phung Duc Nhat, Phan Thi Hieu, Tran Ngoc Phuong, Dien Ngoc Trang, Nguyen Thi Tuyet Van, Customer satisfaction with health care services at the center of injury prevention and non-communicable diseases, Medical Journal Ho Chi Minh City, 18(6) (2013) 646-652 (in Vietnamese)[5] A. Parasuraman, V.A.Zeithaml, L.L.Berry, Servqual: A multiple – item scale for measuring consumer perception of service quality, Journal of Retailing, 64 (1988) 12-40.[6] Nguyen Tran Huy Duc, Measuring the satisfaction of outpatient patients with the quality of service at Ho Chi Minh City Public Hospital, Master thesis, 2013 (in Vietnammese).[7] Phan Thi Thuy Duong, Factors affecting the satisfaction of customer with treatment services covered by health insurance in Gia Lai province, Master thesis, 2016 (in Vietnamese).[8] Nhu Ngoc Thanh, The impact of service quality on patient satisfaction at Hai Duong Children of Hospital, Master thesis, 2013 (in Vietnamese).[9] Hoang Trong, Chu Nguyen Mong Ngoc, Analyze research data with SPSS volumes 1 and 2, Hong Duc Publishing House, Ho Chi Minh City, 2008 27-46 (in Vietnamese).[10] J.D. Evans, Straightforward Statistics for the Behavioral Sciences, Brooks/Cole Publishing Company, Pacific Grove, 1996.[11] Ministry of Health, Vietnam Policy on Satisfaction Index 2018, 44 (in Vietnamese).[12] Huynh Bao Tuan, Pham Le Khanh Linh, Tran Minh Nhut, Lean application for the pharmacy in medication administration to out-patients with health insurance at Hoan My Saigon Hospital, Science & Technology Development Journal, 20 (4) (2017) 34-40 (in Vietnamese).[13] H. Koning, J. Verver, J. Heuvel et al, Lean Six Sigma in Healthcare, Journal for healthcare quality :official publication of the National Association for Healthcare Quality, 28 (2006) 4-11. https://doi.org/10.1111/j.1945-1474.2006.tb00596.x[14] J. Heuvel, R. Does, H. Koning, Lean Six Sigma in a hospital, Int. J. Six Sigma and Competitive Advantage, 2 (2006) 377-388. https://doi.org/10.1504/IJSSCA.2006.011566.                    

An Integrated Lean Six Sigma Model for Enhancing the Competitive Advantage of Industries

2021 ◽  
pp. 437-448
Author(s):  
S. K. Tiwari ◽  
R. K. Singh ◽  
Sharad Chandra Srivastava
Keyword(s):  
Competitive Advantage ◽  
Six Sigma ◽  
Sigma Model ◽  
Lean Six Sigma

scholarly journals Developing readiness index for Critical Success Factors for lean Six Sigma in service organization

2020 ◽  
Author(s):  
Entesar Ahmed
Keyword(s):  
Cultural Change ◽  
Six Sigma ◽  
Success Factors ◽  
Sigma Model ◽  
Employee Training ◽  
Lean Six Sigma ◽  
Service Organization ◽  
Business Strategies ◽  
Critical Success ◽  
Five Factors

This study intend to develop a readiness index that rates organizational readiness to realize the success factors of implementing Lean Six Sigma model. The study focus mainly on five factors including employee training, managerial involvement and commitment, clear linkage of Six Sigma to customer-facing goals, linkage of Six Sigma to business strategies, and cultural change. We found that implementing lean Six Sigma lead organizations to a better performance due to the concept of eliminating waste and improvement of procedures.

scholarly journals Does capitation affect patient satisfaction and prevalence of out-of-pocket payments in the insured? A propensity score analysis of Ghana’s demographic and health survey data

2019 ◽  
Vol 19 (1) ◽  
Author(s):  
Shafiq Siita ◽  
Sharon E. Cox ◽  
Kara Hanson
Keyword(s):  
Patient Satisfaction ◽  
Health Insurance ◽  
Propensity Score ◽  
Service Quality ◽  
Health Survey ◽  
Propensity Score Analysis ◽  
Healthcare Delivery ◽  
Demographic And Health Survey ◽  
Health Staff ◽  
Out Of Pocket Payments

Abstract Background Ghana’s National Health Insurance Scheme (NHIS) piloted capitation payment for primary care services in the Ashanti region from 2012 to 2017. Capitation was piloted as a means of cost containment but also to induce managed competition among health providers to improve the responsiveness of healthcare delivery. This study examined the effects of exposure to capitation on perceived health service quality and prevalence of out-of-pocket payments in NHIS insured clients. Methods Respondents of the 2014 Ghana Demographic and Health Survey (G-DHS) who reported having a valid NHIS card as their only form of health insurance coverage and made a health facility visit within the 6 months prior to the survey were used to assess the exposure effects of capitation on four outcomes: overall patient satisfaction, perceived friendliness of health staff, perceived adequacy of consultation time, and prevalence of out-of-pocket payments. We applied propensity score matching to balance distributions of covariates and to compare outcomes between exposed NHIS insured clients and their unexposed counterparts. Results NHIS insured clients exposed to capitation had 10 percentage points higher probability of encountering out-of-pocket payments than their unexposed counterparts (p = 0.009; 95% CI: 2.5–17.8%). There was no evidence of a difference between the two exposure groups for ratings of the three quality perceptions outcomes examined: overall patient satisfaction, difference 0.63 units (p = 0.46); perceived friendliness of health staff, difference 1.1% (p = 0.50); and perceived adequacy of consultation times, difference 0.1% (p = 0.96). Conclusion In the Ghanaian context, our results suggest capitation was associated with a greater probability of out-of-pocket payments and no difference in perceived service quality. Future research should examine clinical quality of healthcare and how much out-of-pocket payment occurred under capitation.

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