| Abstract [eng] |
THE IMPACT OF LEAN PRACTICES ON HEALTHCARE SERVICE QUALITY Ausra JONAVICE Master thesis Quality Management master study programme Vilnius University, Faculty of Economics and Business Administration Supervisor – Asst. Prof. Darius Ruzele Vilnius, 2022 SUMMARY 79 pages, 25 tables, 18 figures, 117 references. The aim of this master's thesis is to determine the degree of adoption of Lean practices in health care institutions and evaluate the impact of Lean practices on healthcare service quality. The study consists of two principal sections, conclusions, recommendations and a list of references. The scientific literature review section evaluates the specifics and problematics of health care systems, the main structural elements of service quality, the application of the Lean system in health care institutions and the results achieved by healthcare institutions by application of Lean practices. Four quality vectors were selected to assess the impact of Lean practices: safety, accessibility, effectiveness and efficiency, as these reflect the timeliness of healthcare provision, reduction of unnecessary activities and in the scientific research are used for evaluation the results of process standardization. After conducting this research and identifying Lean methods and principles that have a significant impact on quality structural elements, a model of the impact of Lean practices on the quality of health care was developed. It was established that the application of Lean practices (when Lean methods were used in combination with Lean principles) had a positive impact on the quality of health care services. Based on the findings of this research, Lithuanian health care institutions are recommended to use Lean methods and Lean principles, as presented in the research model to improve the quality of services. |
