Improvement of Medical Consultation Service Level through the Use of Lean Six Sigma at MedSalud Medical Centre

This study focuses on enhancing the level of service in medical consultations at MedSalud Medical Center through the implementation of Lean Six Sigma methodologies. MedSalud currently faces challenges such as excessive waiting times, inadequate infrastructure, and a lack of automation in administrative processes. Using the DMAIC framework, key problem areas were identified, including inefficient manual processes and limited operational capacity. Solutions include automating patient registration, optimizing physical space with Systematic Layout Planning (SLP), and standardizing processes. Indicators such as average waiting time, consultation duration, and Net Promoter Score (NPS) were used to measure effectiveness. The proposed improvements aim to reduce waiting times from 67 to 49 minutes, align consultation times with industry standards, and increase patient satisfaction by 10.87 percentage points. This research highlights the potential of Lean Six Sigma to improve efficiency and patient experience in medical centers, ensuring sustainable operational practices.