title: [Impact of Lean methodology to improve care processes and levels of satisfaction in patient care in a clinical laboratory].
abstract: BACKGROUND
  The application of the Lean methodology in health institutions is an effective tool to improve the capacity and workflow, as well as to increase the level of satisfaction of patients and employees.
  
  
  OBJECTIVE
  To optimise the time of outpatient care in a clinical laboratory, by implementing a methodology based on the organisation of operational procedures to improve user satisfaction and reduce the number of complaints for delays in care.
  
  
  METHODS
  A quasi-experimental before and after study was conducted between October 2011 to September 2012. XBar and S charts were used to observe the mean service times and standard deviation. The user satisfaction was assessed using service questionnaires.
  
  
  RESULTS
  A reduction of 17 minutes was observed in the time of patient care from arrival to leaving the laboratory, and a decrease of 60% in complaints of delay in care. Despite the high staff turnover and 38% increase in the number of patients seen, a culture of empowerment and continuous improvement was acquired, as well as greater efficiency and productivity in the care process, which was reflected by maintaining standards 12 months after implementation.
  
  
  CONCLUSIONS
  Lean is a viable methodology for clinical laboratory procedures, improving their efficiency and effectiveness.
authors.affiliation: Laboratorio Clínico, Clínica Universitaria Colombia, Clínica Colsanitas S.A., Bogotá, Colombia.
authors.forename: L H
authors.initials: LH
authors.lastname: Morón-Castañeda
authors.affiliation: Laboratorio Clínico, Clínica Universitaria Colombia, Clínica Colsanitas S.A., Bogotá, Colombia.
authors.forename: A
authors.initials: A
authors.lastname: Useche-Bernal
authors.affiliation: Laboratorio Clínico, Clínica Universitaria Colombia, Clínica Colsanitas S.A., Bogotá, Colombia.
authors.forename: O L
authors.initials: OL
authors.lastname: Morales-Reyes
authors.affiliation: Laboratorio Clínico, Clínica Universitaria Colombia, Clínica Colsanitas S.A., Bogotá, Colombia.
authors.forename: I L
authors.initials: IL
authors.lastname: Mojica-Figueroa
authors.affiliation: Laboratorio Clínico, Clínica Universitaria Colombia, Clínica Colsanitas S.A., Bogotá, Colombia.
authors.forename: A
authors.initials: A
authors.lastname: Palacios-Carlos
authors.affiliation: Laboratorio Clínico, Clínica Universitaria Colombia, Clínica Colsanitas S.A., Bogotá, Colombia.
authors.forename: C E
authors.initials: CE
authors.lastname: Ardila-Gómez
authors.affiliation: Laboratorio Clínico, Clínica Universitaria Colombia, Clínica Colsanitas S.A., Bogotá, Colombia.
authors.forename: M V
authors.initials: MV
authors.lastname: Parra-Ardila
authors.affiliation: Laboratorio Clínico, Clínica Universitaria Colombia, Clínica Colsanitas S.A., Bogotá, Colombia. Electronic address: osmartin@colsanitas.com.
authors.forename: O
authors.initials: O
authors.lastname: Martínez-Nieto
authors.affiliation: Laboratorio Clínico, Clínica Universitaria Colombia, Clínica Colsanitas S.A., Bogotá, Colombia.
authors.forename: N
authors.initials: N
authors.lastname: Sarmiento-Echeverri
authors.affiliation: Laboratorio Clínico, Clínica Universitaria Colombia, Clínica Colsanitas S.A., Bogotá, Colombia.
authors.forename: C A
authors.initials: CA
authors.lastname: Rodríguez
authors.affiliation: Laboratorio Clínico, Clínica Universitaria Colombia, Clínica Colsanitas S.A., Bogotá, Colombia.
authors.forename: C
authors.initials: C
authors.lastname: Alvarado-Heine
authors.affiliation: Laboratorio Clínico, Clínica Universitaria Colombia, Clínica Colsanitas S.A., Bogotá, Colombia.
authors.forename: M A
authors.initials: MA
authors.lastname: Isaza-Ruget
mesh_terms: D000553:Ambulatory Care; D064790:Clinical Laboratory Services; D003105:Colombia; D004526:Efficiency; D017598:Efficiency, Organizational; D006801:Humans; D007753:Laboratories / Q000458:organization & administration* / Q000592:standards; D017060:Patient Satisfaction; D058996:Quality Improvement; D012985:Software Design; D013997:Time Factors; D017749:Total Quality Management
keywords: Laboratorios de hospital; Manejo de especímenes; Mejoramiento de la calidad; Quality Improvement; Specimen Handling; hospital laboratories