Evaluation Cases Frame Healthcare Quality Improvement

Abstract

Two evaluation cases illustrate how the application of lean six sigma (LSS) tools and methods further improve both healthcare processes and quality. After action review (AAR), DMAIC (define, measure, analyze, improve, and control), Ishikawa Fishbone Diagram, hypothesis testing, and process mapping were among LSS tools employed. Case A describes how LSS tools were used in a healthcare practice to transition from a manual billing charge capture system to a new electronic billing system. While this change began due to the implementation of new software, using LSS in this process improvement initiative benefited both the practice and its patients by improving both cost- efficiency and quality. Case B details the process for a blood bank regulatory compliance exercise mandated by the United States Food and Drug Administration (FDA). A six sigma tool included application of a two-proportion hypothesis test using a probability factor of 0.05. Quality patient care from supply-chain and clinical safety perspectives demonstrated statistical significance.