Page 15 - Mini Konvensyen Kualiti Pergigian Negeri Kedah Tahun 2024

KATEGORI LEAN

HEALTHCARE

Reducing Patients’ Waiting Time in

KP Datuk Kumbar

BACKGROUND AND PROBLEM STATEMENT :

Patient’s waiting time is one of the major elements affecting patient's satisfaction level towards

healthcare services. Ministry of Health has enforced KPI performance for patient’s waiting time less than

30 minutes, from patient receiving number at registration counter to entering surgery room for check

up. Klinik Pergigian Datuk Kumbar (KPDK) has not met this standard due to several reasons. Therefore,

the main objective of this lean healthcare project is to reduce patient’s waiting time.

VALUE STREAM MAPPING (VSM) :

According to VSM studies, there were total 12 situations of workflow for different dental procedures.

Despite of procedures based on appointment such as denture and RCT/MOS, procedures required

longest waiting time were consultation and extraction (55 minutes), while shortest was scaling (40

minutes). The main contributors to the whole process are ‘transportation’, ‘waiting’ and ‘inventory’.

KAIZEN BURST & ROOT CAUSE ANALYSIS :

Using the fishbone diagram, main causes that delay the workflow are incompatible glucose strips with

glucometer, broken bigger size BP cuff for obese patients, unorganized and lack of personal protective

equipment (PPE), dental materials and instruments in the surgery rooms.

COUNTERMEASURES & ACTION PLAN:

Kaizen was made to minimize waiting time for BP and random blood sugar (RBS) referral by having Fast

Lane with Klinik Kesihatan Datuk Kumbar (KKDK). Kaizen has successfully reduced the time taken from

22.75 to 10.5 minutes. Waiting time was further diminished when a bigger size BP cuff is provided in

clinic and compatible glucose strips are indented. Moreover, PPE, dental materials and instruments are

systematically arranged and labeled in all surgery rooms and are restocked before the session begins.

SUSTAINABILITY:

Lean sustainability will be monitored periodically, incrementally introducing implementation of MyVAS

appointment system, maintaining stock availability and sharing with other clinics.

PKPD Kota Setar

Dr Delia Low Fang Fang
Dr Tan V’ Vian