Healthcare 'single Point of Access' and the Application of Lean Original Citation
نویسندگان
چکیده
This paper disseminates findings from a Lean healthcare project in a UK National Health Service (NHS) Single Point of Access; a new healthcare case study setting. Action research was applied and Lean tools used to establish current state processes, customer values and develop improvement opportunities. It was found that interface issues between primary and secondary healthcare organisations were the root cause of wastes and service fail framework the case study setting was identified as a reciprocal service function. Therefore, recognising the customer/supplier relationship can lead to more effective and sustainable service improvement.
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