Service model based on Lean Six Sigma and queuing theory to increase NPS in a healthcare company

Abstract

Las entidades prestadoras de salud suelen presentar bajos niveles de satisfacción por parte de los pacientes, en gran medida debido a sus elevados tiempos de espera, lo cual impacta negativamente la percepción del usuario y puede disuadir futuras atenciones, disminuyendo así ingresos potenciales. Para abordar este problema, se empleó la metodología Lean Six Sigma, una herramienta de estandarización de procesos que se basa en identificar y eliminar actividades que no generan valor para el consumidor, mientras se minimizan los fallos; la Teoría de Colas, un modelo matemático que permite predecir y optimizar colas y líneas de espera; y la Simulación de Procesos, que brinda la posibilidad de representar escenarios reales en modelos virtuales para facilitar la predicción y optimización de los procesos.

Healthcare providers have often had low levels of patient satisfaction with their service, largely due to their perceived high wait times, which have the consequence of negatively impacting patient perception leading to a rejection of future care, thereby reducing potential future revenue for that provider. To correct this, the Lean Six Sigma methodology was used, a multifaceted process standardization tool based on analyzing the processes related to the operations in question and rejecting those that fail to create value for the consumer and at the same time minimize errors; Queuing theory, a mathematical model that allows predicting and optimizing queues and waiting lines given the number of customers in a system and the ability to meet their needs according to available capacity; and Process Simulation, which offers the possibility of converting real-life scenarios into virtual models, facilitating process predictions for better optimization of resources.