Unraveling the interplay between lean healthcare and patient satisfaction: the mediating roles of quality performance and process innovation

Purpose This research aims to examine lean management’s (LM) impact on patient satisfaction. It also explores the mediation roles of quality performance and process innovation in this association. Design/methodology/approach To attain the research objectives, we utilized a quantitative research design. Data collection was achieved by the development of a self-administered questionnaire distributed to 305 respondents holding healthcare positions within private hospitals in Amman, Jordan’s capital. The study’s model underwent evaluation for reliability and validity, demonstrating satisfactory levels. Hypotheses in this study were tested by undertaking structural equation modeling with AMOS software. Findings This study found a direct positive effect of LM on patient satisfaction. Furthermore, both quality performance and process innovation partially and positively mediated the LM–patient satisfaction relationship. Interestingly, process innovation exhibited a notably stronger mediating effect compared to quality performance. Originality/value This research is among the pioneering efforts to empirically test the influence of LM on patient satisfaction within the healthcare context. Furthermore, to our knowledge, no extant literature has analyzed the intervening effects of quality performance and process innovation in this relationship. Therefore, our research provides valuable insights for decision-makers in private hospitals, offering implications for the outcomes associated with the successful implementation of LM practices.