Background:

Lean healthcare is one of new managing approaches putting the patient at the core of each change. The first step of Lean approach is to identify what the value is for the patient. In this perspective, this paper intends to identify requirements/expectations/needs of patient using Lean tools and then analyse results by data mining techniques for a better understanding of the patient perception of quality.

Purpose:

This paper represents an exploratory study to understand the perception of quality attributes within Moroccan public hospitals.

Materials and methods

This paper proposes an integrated methodology of lean healthcare and data mining in the aim of identifying patient’s requirements. For that, a Kano-based questionnaire is firstly applied to identify patient needs. Then, questionnaire results are analysed using data mining tools to extract information.

Results

In the Moroccan context, the first priority concerns the availability of physicians and health products, reduction of waiting time and minimization of errors related to prescriptions and diagnostics.