Development of Health Services and Counseling Systems for All Age Groups in a Shopping Center by Applying the Lean Concept

Abstract

This research and development project aimed to develop and examine results of applying Lean concept in health service and consultation systems through analysis of problems occurring during operations including 1) survey and analysis of problems and needs according to DOWNTIME principle; 2) study related principles, concepts, and theories; 3) design the operating methods based on the Lean concept by searching for ‘Waste’ and turning them into ‘Value’; 4) try-out and improve; and 5) evaluate the outcomes. Samples were the total of 304 clients who received services at Health Promoting Hospital: the Mall branch during October 1, 2021 and December 31, 2023. Research tools used in this study included a service satisfaction questionnaire, unstructured interview questions, and behavior observation form. A retrospective study using medical records database, lean tool and value stream mapping (VSM) were also used in this study. Data were analyzed using descriptive statistics including frequencies, percentages, and means. Results showed that the public access increased to 18,648 times with clients increased by 34.5% in 2022 and 135% (2.4 times) in 2023. New clients increased by 37% in 2022 and 94% in 2023. The procedures and waiting times reduced from 9 steps to 4 steps and from an average of 59 minutes to only 21 minutes, saving an average budget of 1,722,000 Baht per year, and improved clients’ satisfaction with the services. Overall service results included services that meet the needs, treatments that were cost effective at the very high level with an average of 4.65 in 2022 to an average of 4.98 in 2023. Regarding physical health, it was found that the number of people with normal and overweight weight increased while those with obesity decreased with increase in clients with normal and normal to high blood pressure.