Hospital registration waiting time reduction through process redesign
by Qian Yu, Kai Yang
International Journal of Six Sigma and Competitive Advantage (IJSSCA), Vol. 4, No. 3, 2008

Abstract: The registration process is the first process that patients interact with hospitals. The quality of experience in registration will form the perceptions for hospitals. The waiting time is an important performance metric for the registration process. In this paper, a rigorous Lean Six Sigma approach is used to analyse an existing registration process and the root causes for the long average waiting time are identified. Lean operation principles are used to redesign the registration process. After the implementation, a drastic reduction in the average waiting time is achieved and sustained.

Online publication date: Fri, 05-Dec-2008

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