Melhoria de desempenho no processo de atendimento de clínica médica utilizando a filosofia lean office: um estudo de caso

Abstract

This study addresses the applicability of concepts related to Lean Office in administrative areas of a medical clinic that needs to improve the performance of the patient care process. Building on concepts originally created for manufacturing environments, Lean Office is the translation of Lean Manufacturing principles into administrative processes. Through a methodological strategy oriented to direct intervention in the study environment, it was possible to analyze the flow map of one of the company’s processes, identify wastes and propose improvements. At the end, a new flow of process value was developed and the indicators established for control were measured. After the implementation of the actions, there was a 45% reduction in the time of service, a 29% increase in the company’s revenue and a 24% increase in the number of patients attended.