Analysis of Results of Proposal to Improve Medical Care in The Emergency Unit. Case Study: Hospital Regional Emilio Sánchez Piedras

Nowadays, the health sector in Mexico qualifies as unsatisfactory, with questionable and deficient attention in public hospitals and specifically in the medical emergency area waiting process. The term Lean Thinking (no waste mentality) has been used in the health area, presenting itself with the term Lean Healthcare, implementing logistics tools to detect improvements and provide a better service to patients. This research seeks to plan and execute actions in sequence, facilitating the supply chain of the attention logistics processes, therefore, it creates value in the user (patient), reduces medical attention time and increases the user lifetime value in the critical processes of the service. This non-experimental, cross-sectional and descriptive research specifies the characteristics of the process that take place in the Emergency Unit of the Regional Hospital of Apizaco in the state of Tlaxcala, Mexico, with the purpose of being based on the perception of a representative sample. The users who evaluated the quality in the service provided by the said institution through the Diagnostic Tools, validated by the Health Secretary in the country, are processed statistically through Minitab software, they are analyzed to identify areas of opportunity. The present research focused on the total fulfillment of specific objectives, based on the knowledge established in a case study, linked to an exhaustive review of bibliography focused on the time of attention, lean tools and in the demanded peak of Lean-Healthcare in Health services. This research based on DMAIC makes reference to specify the current state of the processes, to observe and measure the lead time of routes and key processes of the area, with this they make that this inquiry based on data and depending on the variables complies with the general objective of the investigation. Ending with continuous strategies of internal focus, where the user's practical and personal needs satisfaction are primordial, as well as the importance of establishing a quality system in the service provision, with the purpose of satisficing to the users.