Utilizing Lean Systems to Enhance Patient Care Services in Orthopedic Departments of Public Hospitals

Abstract

This study focuses on the use of lean systems to improve patient care services in the orthopedic departments of public hospitals. The objectives are 1) To analyze and evaluate the opinions of doctors, nurses, and staff in the orthopedic department regarding the use of the Lean system for improving and elevating the quality of services. 2) To study and analyze the results of implementing the Lean system to reduce service steps, streamline workflows, and increase the level of satisfaction among service recipients. We conducted a survey involving a sample of 65 service providers and 286 service recipients, utilizing a simple random sampling method and questionnaires to collect data. The reliability value of the data collected was 0.792. We analyzed the data using descriptive statistics, One-way ANOVA, and Pearson Correlation. The results of the study revealed that 1) There was no significant statistical difference in the opinions between doctors, nurses, and staff regarding operations and management. 2) The Lean system's implementation successfully reduced the service process from 16 steps to 10, making the overall workflow more streamlined and optimizing resource use. The Lean system has profoundly impacted operations and management within the orthopedic department, significantly enhancing customer satisfaction in various service aspects, including the service receiving process, communication with customers, and the overall quality of service.