Enhancing Outpatient Registration Efficiency using Lean Six Sigma: A Case Study of a Secondary Care Hospital in Sri Lanka

This study explores the application of Lean Six Sigma methodologies to address the persistent issue of prolonged waiting times at a secondary care hospital's registration counter, a critical factor impacting patient satisfaction and operational efficiency in healthcare settings.Using the Define, Measure, Analyze, Improve, and Control (DMAIC) framework, the study systematically identifies and addresses inefficiencies in the registration process.Data was collected through direct observation, patient surveys, focus group discussion, and process mapping at a high-volume hospital.Analysis revealed that non-value-added activities, uneven staff distribution, and process variability were the primary causes of delays.Lean tools, such as value stream mapping and 5S, were employed to eliminate waste and streamline workflows, while Six Sigma techniques, including root cause analysis and statistical process control, were used to reduce variability and enhance process reliability.The implementation of targeted interventions led to a 56% reduction in average waiting time, while maintaining service quality and accuracy.Additionally, a cost saving of Rs 17,862 per month.This study demonstrates the effectiveness of Lean Six Sigma as a structured, data-driven approach to optimizing healthcare processes, reducing inefficiencies, and improving patient experiences.The findings offer valuable insights for healthcare administrators aiming to enhance operational performance and deliver patient-centered care in resource-constrained environments.