Proposta de melhoria da gestão hospitalar com uso da lean healthcare

Abstract

Evidence and research demonstrate the need for changes in the health sector, characterizing the challenges faced in hospital management. Lean applications, known as Lean Healthcare, have been taking place in different parts of the world and their results have been countless. Despite the improvements that Lean Healthcare has provided, little has been the perception of the benefits generated in the eyes of customers. Furthermore, it is noted that there is great interest in the integration of Lean Healthcare with other techniques. Thus, to contribute to the improvement of the value perspective in the eyes of customers and the integration of Lean Healthcare with other techniques, this work aims to propose the use of tools similar to Lean Healthcare to improve processes in the management of a hospital. It is noteworthy that the focus of improvement is the reduction of process lead time. For that, an applied research was carried out, through a qualitative approach, with the accomplishment of a bibliographical research and a case study in the sector of imaging exams of a hospital. The main techniques used by Lean Healthcare in the study were the mapping of the value stream and the analysis of the seven wastes, which, together with an applied survey of the study hospital's customers and the theoretical review, created a proposal for improvement. Among the improvements that were generated from the applicability of the proposal are the reduction of lead time by 22.95%, waiting time by approximately 22.97%, displacement to both customers and employees by 13.18%, the reduction of waste that will have a direct impact on improving the quality of care, shorter exposure time in the hospital environment and greater satisfaction in the delivery of health services. In this way, the study can contribute to the scientific development of the Lean Healthcare area, with proposals for an improvement in the processes of the imaging exams sector, greater identification and definition of value in the eyes of customers and contribution to the academic community regarding research using Lean Healthcare tools in conjunction with other techniques. In addition, the research also contributed to other health institutions being able to see some obstacles related to the imaging exams sector and presents the proposal for the inclusion of a system (app) to contribute to the agility of the scheduling process until the exam results, with a focus on reducing the patient's waiting time.