The Emergency Department (ED) at the Burton Group of Hospitals – Application of Lean and Value Stream Mapping
Mrinalini Gadkari and Aravind Chandrasekaran
The Ohio State University, USA
Volume 6: 2012, pp. 59-78; ABSTRACT
The Burton Group of Hospitals has been performing poorly in their patient satisfaction scores. The poor performance is due to excessive wait experienced by patients and redundant hospital operations. In this case we describe a simplified sequence of steps and processing and wait times encountered by patients with simple fracture for treatment in the Emergency Department (ED). The case allows students to apply lean and value stream mapping (VSM) principles to identify wastes in the ED process. Students create a current state map, draw spaghetti diagram to indicate motion waste and expose the root causes of the problem using cause and effect diagram. Students then brainstorm countermeasures to minimize wastes and create a future state map. Our case facilitates learning and application of lean principles in a high-contact service context such as hospital operations. Additionally, it provides a rich platform to discuss the unique issues and implementation challenges in healthcare settings.