Improving Patient Satisfaction and Experience

Presenter: Jennifer Durbin, RN, Expeditor

Healthcare’s recent and ongoing focus on process improvement is a push towards Value-Based Medicine. To increase customer satisfaction, healthcare must look at what changes can be made to bring more value to each clinic visit.

Lean Six Sigma and Patient Flow Efficiency are ways large medical groups and small physician practices can enhance their clinic throughput and increase patient satisfaction. The goals of Lean Patient Flow are to improve the quality of healthcare and the overall patient experience. The concepts and application of Lean Patient Flow will be introduced along with options for implementation. The essence of lean principles in healthcare focuses on continuous improvement.

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