liu.seSearch for publications in DiVA
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Does Lean healthcare improve patient satisfaction?: A mixed-method investigation into primary care
Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0003-4040-8302
Wroclaw University of Technology, Wroclaw, Poland. (Quality Management)
Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
2017 (English)In: BMJ Quality and Safety, ISSN 2044-5415, E-ISSN 2044-5423, Vol. 26, no 2, 95-103 p.Article in journal (Refereed) Published
Abstract [en]

Background Lean healthcare is claimed to contribute to improved patient satisfaction, but there is limited evidence to support this notion. This study investigates how primary-care centres working with Lean define and improve value from the patient's perspective, and how the application of Lean healthcare influences patient satisfaction.

Methods This paper contains two qualitative case studies and a quantitative study based on results from the Swedish National Patient Survey. Through the case studies, we investigated how primary-care organisations realised the principle of defining and improving value from the patient's perspective. In the quantitative study, we compared results from the patient satisfaction survey for 23 primary-care centres working with Lean with a control group of 23 care centres not working with Lean. We also analysed changes in patient satisfaction over time.

Results Our case studies reveal that Lean healthcare implementations primarily target efficiency and little attention is paid to the patient's perspective. The quantitative study shows no significantly better results in patient satisfaction for primary-care centres working with Lean healthcare compared with those not working with Lean. Further, care centres working with Lean show no significant improvements in patient satisfaction over time.

Conclusions Lean healthcare implementations seem to have a limited impact on improving patient satisfaction. Care providers need to pay more attention to integrating the patient's perspective in the application of Lean healthcare. Value needs to be defined and value streams need to be improved based on both the knowledge and clinical expertise of care providers, and the preferences and needs of patients.

Place, publisher, year, edition, pages
BMJ Publishing Group Ltd, 2017. Vol. 26, no 2, 95-103 p.
Keyword [en]
Lean healthcare, patient satisfaction, primary care
National Category
Health Care Service and Management, Health Policy and Services and Health Economy
Identifiers
URN: urn:nbn:se:liu:diva-126610DOI: 10.1136/bmjqs-2015-004290ISI: 000393198900005PubMedID: 26864659Scopus ID: 2-s2.0-85011547135OAI: oai:DiVA.org:liu-126610DiVA: diva2:915909
Note

Funding agencies: The Swedish Institute

Available from: 2016-03-31 Created: 2016-03-31 Last updated: 2017-11-30Bibliographically approved

Open Access in DiVA

fulltext(216 kB)669 downloads
File information
File name FULLTEXT02.pdfFile size 216 kBChecksum SHA-512
22cc0fecc58d7313c76bf80f3b2e5a179cacb16935d1b219eb713a9ca6f95d4168a4fe986c930ca22945c54c077d5ab469c90743666ae624f3def0e3e59d87e3
Type fulltextMimetype application/pdf

Other links

Publisher's full textPubMedScopus

Authority records BETA

Poksinska, Bozena BonnieEngström, Jon

Search in DiVA

By author/editor
Poksinska, Bozena BonnieEngström, Jon
By organisation
Logistics & Quality ManagementFaculty of Science & Engineering
In the same journal
BMJ Quality and Safety
Health Care Service and Management, Health Policy and Services and Health Economy

Search outside of DiVA

GoogleGoogle Scholar
Total: 669 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

doi
pubmed
urn-nbn

Altmetric score

doi
pubmed
urn-nbn
Total: 924 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf