Implementation of the lean healthcare model methodology in the admission and billing process in an ophthalmology clinic in the city of Santiago de Cali Implementación de la metodología lean healthcare model en el proceso de admisión y facturación en una clínica de oftalmología de la ciudad de Santiago de Cali

Abstract

In response to inefficiencies in administrative care for patients and long waiting times, this research focuses on improving processes and operations in an ophthalmology clinic in the city of Santiago de Cali. First, the attention capacity and the demand received by each of the reception, admission and billing boxes were analyzed, the result of which suggests improving the efficiency of their sub-processes and activities. Second, the organization, physical distribution, response capacity and efficiency of the boxes were evaluated. Third, through the Lean Healthcare philosophy, the value chain flow map (VSM), its waste (mudas), variability (muras) and overload (muri) were identified so that possible improvements were formulated. The objective of being more efficient is based on reducing the cycle time of the entire process by providing the best service that includes admission and billing for each patient who is seen daily by the ophthalmology clinic. It is concluded that the proposed Lean Healthcare principles allow improving the lead time for the processes studied, making the service provided more efficient and improving the image of the clinic in front of its clients. The research was carried out in an ophthalmology clinic, which is a leader in integrated services, providing its users with highly specialized solutions in the ophthalmological field.