Productivity and performance improvement in the medical records department of a hospital: An application of Lean Six Sigma

Abstract

Purpose

The purpose of this paper is to illustrate how Lean Six Sigma (LSS) methodology was applied to a medical records department (MRD) of a hospital in India to reduce the Turn-Around-Time (TAT) of medical records preparation process and thus to improve the productivity and performance of the department.

Design/methodology/approach

The research reported in this paper is based on a case study carried out using LSS approach and in improving the medical records preparation process.

Findings

The root causes for the problem were identified and validated through data-based analysis from LSS tool box, at different stages in the project. As a result of this project, the TAT was reduced from average 19 minutes to eight minutes and the standard deviation was reduced by one-tenth, which was a remarkable achievement for department under study. This was resulted in the reduction in the work-in-process inventory of medical records from 40 units to 0 at the end of the day. Project in-turn reduced the staffing level from the earlier level of six to a current level of four.

Research limitations/implications

The paper is based on a single case study executed in IP-MRD of a single hospital and hence there is limitation in generalizing the specific results from the study. But the approach adopted and the learning from this study can be generalized.

Originality/value

This paper will be helpful for those professionals who are interested in implementing LSS to healthcare organization to improve the productivity and performance.

Citation

Bhat, S., Gijo, E.V. and Jnanesh, N.A. (2016), "Productivity and performance improvement in the medical records department of a hospital: An application of Lean Six Sigma", International Journal of Productivity and Performance Management, Vol. 65 No. 1, pp. 98-125. https://doi.org/10.1108/IJPPM-04-2014-0063