Betydelsen av lean inom primärvården En rapport som belyser en vårdaktörs användning av lean för att öka kundvärdet bland sina patienter

Abstract

Many healthcare facilities have come to a conclusion regarding the efficiency usage for their resources. Attributable to the efficiency improvements, lean has become an increasingly more noticeable area in healthcare. This thesis recounts how diverse methods within lean can increase customer satisfaction in primary care. Primarily, to increase customer satisfaction, the main focus is to remove non value creating activities in the already existing value stream, cooperatively with the assistance of scientific information from already existing literature, scientific articles and orchestrated interviews, we have acknowledged two main methods for the identification of non value creating activities namely 5S and Hejunka. Moreover, the non value creating activities have been identified with the courtesy of waste. Therefore, by using a combined strategy regarding information about how common waste occurs and how great the negative impact is on customer value on each bracket of waste we can conclude which categories of waste are most crucial to eliminate. Furthermore, we have come to the conclusion that three methods, with reference to lean, are efficient enough to eliminate waste in favor of increasing customer value. The following methods are the 4p-model, flow matrix, 5S and Heijunka. These methods have manifested and thus proven to have a crucial factor regarding waste elimination in favor of increasing customer satisfaction.