Lean model of services for the improvement in the times of attention of the emergency areas of the health sector

Abstract

In Peru, the health service has had certain problems in the attention of users. The emergency service of clinics has been saturated due to changes in the needs of people and demand, exposing the prestige of health entities that have this unit and generating risks for the health of users, this is reflected in the low level of satisfaction with regard to care. Based on the Lean philosophy, a model is developed using SMED, Kanban and pull tools to reduce waiting times. The application of this model of pilot in the Clinic reduces the waiting time for the first attention in 30% thereby reducing the number of fines imposed by the corresponding regulatory entity and the desertion in emergency, achieving an average time of 37 min.