Today’s health care organizations are under intense regulatory and financial pressure to improve quality, efficiency, patient or client safety, satisfaction, and positive outcomes. To achieve these goals, health care organizations are increasingly turning to new technology, tools, techniques and information management solutions, multidisciplinary problems solving teams, and innovative quality management methodologies. Six Sigma is another important quality improvement methodology that is used in Health care industries methodologies to make more insightful fact base decision for health care organization and industry. In fact, Six Sigma is often used together with Lean to provide a rigorous quality improvement approach for leveraging health care information technology, data from source systems, and proven quality and performance improvement
Background of Business
Amor Health Services Inc. offers primary home care, family home care and personal care services. The company offers wide range of services. Who is eligible for the services? Individual ana families of all ages that have functional limitation in performing any activities of daily living.
Services Offered
Personal Assistant Services include Bathing, Dressing, Exercising, Feeding, Grooming, Routine Hair/Skin Care, Toileting, Transfer, Walking, Cleaning, Laundry, Meal Preparation, Escort, Shopping, Assistance with Self Administrated Medications.
Lean Six Sigma Black Belt Project
DMAIC is used to define the pr0ject: Reduction in clients and revenue lost, improve quality of services and client's care.
Problem Statement
The company loses significant number of its clients due to the following category of reason.
- clients lost services, WHY
- Clients transferred to other companies, WHY
- Clients misc. misconduct, WHY
- Clients in nursing, transferred to nursing home, WHY
- Clients passed away, WHY
- Clients not interested in services, WHY
- Clients left town, moved, WHY
Goal Statement
- Reduction of clients and revenue lost by 80 - 90 % from current base line end of June 2012.
Control Summary
- Reinforcement training on policies and procedures Client Health Assessment Program minimized clients and revenue.
- A new supervisor was hired specifically to monitor the improvements on a daily basis
- Internal QA audits scheduled to ensure effectiveness of implemented improvements