Using Lean Six Sigma to Improve Patient Flow at the Emergency Department of Palestine Medical Complex in Ramallah رسالة ماجستير

Abstract

Palestine Medical Complex's emergency department struggles with issues like excessive wait times, patient and staff dissatisfaction, and congestion. Through the integration of Lean Six Sigma methodologies—a methodical approach that centers on the elimination of non-value added operations—this study seeks to improve the performance of the emergency department. The study used a mixed-methods approach to collect data on staff and patient experiences, including observations and surveys. Waste in the procedures utilized by the emergency department was found using value stream mapping. To identify the underlying causes of congestion, the study also identified the Voice of the Customer and Voice of the Process. The study revealed a number of important concerns, such as the requirement for sufficient manpower, improved IT systems, and increased departmental collaboration and communication. Waiting periods were found to have a considerable impact on patient satisfaction, with a high link established between longer wait times and poorer satisfaction. Training and development opportunities, bed availability, maintenance of medical equipment, and IT system updates were all associated with higher levels of staff satisfaction. The study makes strategic recommendations for the Palestine Medical Complex emergency department based on its findings. These include expanding the number of employees and available beds, enhancing IT infrastructure, maximizing patient flow, and resolving communication breakdowns. There are additional recommendations for resource allocation, policy implementation, and public education campaigns aimed at decreasing non-emergency visits. The study concludes that a multifaceted approach, supported by Lean Six Sigma principles, is essential for improving the emergency department's performance and patient satisfaction