Track: Industry Practices and Solutions

Abstract

This study focuses on voice of customer to design best practice to improve quality care, quality service, enhance financial productivity and profitability using lean six sigma. It generates greater customer / client retention. The company loses significant number of clients due to misconduct and ineffective services. A survey was conducted to identify the causes through 200 clients for three months. Pareto chart was used to identify critical areas causing most problem. Control chart was used to monitor dissatisfied clients by category before improvement. Lean six sigma methodology was applied to improve it. Initial health assessment root cause analysis process was used including fishbone diagram. A QFD chart was develop for Voice of Customer (VOC). Nine categories of clients dissatisfaction was found through extensive survey. After analysis, the team found four most frequent root causes: deficiencies in policies and procedures. Lack of employee training, lack of communication and coordination. And deficiencies in preparing client’s health assessment, service plan and lack of important and vital information about the client. Policies and procedures have been revised. All office staff, field supervisors, care givers and clients were trained on policies, procedures and about ensuring health and safety of the clients. After implementing client’s dissatisfaction average rate was decreased from 15% to 3.6%. similar approach can be used for healthcare improvement for similar situation.