Implementing the Lean Healthcare Model: A Knowledge and Change Management Approach to Reduce Waiting Times in the Healthcare Sector

Maravi-Cardenas A.; Zevallos-Aquije A.; Palomino-Salcedo K.; Zevallos-Aquije A.; Rivera-Aquije A. · Smart Innovation, Systems and Technologies (2024) · DOI: 10.1007/978-981-97-5810-4_4

Resumen

This study was conducted within a private healthcare facility experiencing challenges in its emergency department, where the efficiency of the process was recorded at approximately 39%. A proposal was made to introduce a Lean Healthcare model, emphasizing the pivotal roles of Change Management and Knowledge Management in its formulation. This comprehensive strategy successfully secured employee support for the envisaged changes, streamlining the knowledge transfer during the implementation of Lean tools. As a result, a substantial maximum reduction of 67.01% in process waiting time was realized, accompanied by an overall efficiency enhancement to 63.87%. © The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2024.

Instituciones: Universidad Ricardo Palma; Universidad Privada San Juan Bautista; Universidad César Vallejo