Improving Registration Process and Service Quality in Dental Care Department in a Uae Hospital using Lean Six Sigma Methodology

The health care industry is considered one of the fastest-growing industries in the world. It raises the competition between health organizations to deliver the highest quality service. On the other hand, a balance between medical care and the financial aspect needs to be considered. One of the most frequent complaints in the healthcare sector is the waiting time of the patient until the medical service is delivered by the physician, which is strongly affecting the satisfaction rate which is why improving the waiting time of the patient is a must in healthcare organization's attempt to deliver exceptional services. Several quality management practices, including, are adopted by hospitals to overcome the shortcomings relevant to service quality. The purpose of this paper is to study the efficiency of using Lean Six Sigma methodology in improving the issue of quality in the healthcare sector. The research of this paper is based on the use of the LSS DMAIC approach and its ability to improve the registration process of a new patient in the dental department of a hospital in the UAE. The study illustrates the improvement in the dental department registration process with the power of LSS. The time for registering new patients in the dental department reduced from 15 minutes to 5 minutes. Also, it allowed the dental department to accommodate more patients and increase the overall hospital revenue. The hospital utilized the LSS methodology to improve the dental care department registration process and overall service quality.