Abstract of Dissertation

Keyword : Radiology; Six Sigma; Quality of Services; Healthcare Delivery Services

Objective : To identify the gaps between the current state and ideal state as per the internal benchmarks set by the organisation. To suggest the solutions for the problems and implement it.

Methodology : It includes process documentation and use of descriptive observational research design to study radiology department Study Site and duration - Narayana Multispecialty Hospital, Ahmedabad for two and half months. Study Population - Patients who have availed the radiology facilities Three tools used for study are: Gemba, DMAIC, and Kaizen In Gemba- by observing the patients from the registration counter to the radiology department till they get their reports and leave the department. The entire process is observed and the comparison is done between current state and ideal state. In DMAIC- Turnaround time for 100 patients (Phase 1) and 100 patients (Phase 2) for OPD X-ray patients. In Kaizen – Process is observed for IPD Patients and data tracked through IPD audit Form.

Findings : Various findings from the tools used are: 1. Gemba- Process was observed and problems were identified which further suggested the use of another lean tools – DMAIC and Kaizen. 2. DMAIC-After implementing the DMAIC two phases were compared and it was found that there was improvement in reporting time. 3. Kaizen-It has been shown that 70% X-ray records,30% USG records, 25% CT scan and 15 % MRI records were missed earlier and the data could be tracked through IPD audit form

Recommendations : Radiology is a part of the service industry and as a service provider one needs to understand quality and delivery of service. This includes knowledge of customer service, customer satisfaction and all its related issues as well as quality assurance and improvement issues. Lean Six sigma if applied can improve the processes and can eliminate the errors in radiology department.