Abstract
Integrating Lean and Six Sigma found a powerful business tool for the strategy improvement process and saving time is produced. The main aim of this study is to identify the impact of Lean Six Sigma (LSS) practices on physiotherapy service quality at healthcare centers of the United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA), using a descriptive-analytical approach. Data were collected using a questionnaire distributed among 49 physiotherapists working at UNRWA healthcare centers as a census sampling method between July 2016 and August 2017, following the stratified random sampling method. The Statistical Package for Social Science (SPSS) was used to analyze the collected data. The results revealed that there was a statistically significant relationship between Lean Six Sigma (LSS) dimensions and the quality of healthcare services provided in physiotherapy units at the UNRWA healthcare centers. Moreover, the application of Lean Six Sigma dimensions was adopted at 81% of UNRWA healthcare centers. Moreover, the percentage of patients’ satisfaction regarding the quality of healthcare services provided in physiotherapy units was 89%. The study emphasized the effectiveness of Lean Six Sigma dimensions application on the quality healthcare services provided in physiotherapy units at the UNRWA healthcare centers. Furthermore, employee training and reward according to a needs assessment to implement Lean Six Sigma successfully is highly recommended.
Highlights
Nowadays, globalization and instant access to information have changed the way business works
The results revealed that there was a statistically significant relationship between Lean Six Sigma (LSS) dimensions and the quality of healthcare services provided in physiotherapy units at the UNRWA healthcare centers
The current study showed that the LSS methodology is practiced but its concept is not clear yet
Summary
Globalization and instant access to information have changed the way business works. To achieve long-term sustainability, healthcare organizations need continued improvement in a high-disciplined strategy based on reviewing and rectifying processes errors, dedication to customer satisfaction, involving all bodies in the work processes, as appropriate, and other value-adding activities [3]. Healthcare organizations attempt to apply the Lean Six Sigma (LSS) approach in order to improve the quality of services, increase customer satisfaction level, lower operational costs, increase profits, and achieve success in healthcare services delivery. It should be pointed out, that integrating Six Sigma approach including “Define, Measure, Analyze, Improve, and Control” (DMAIC) with Lean Thinking has multiplied force in the organizational management [5]
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