Title: Six Sigma applied to reduce patients' waiting time in a cancer pharmacy

Authors: Mazen Arafeh; Mahmoud A. Barghash; Eman Sallam; Alaa AlSamhouri

Addresses: Faculty of Engineering & Technology, The Department of Industrial Engineering, The University of Jordan, Amman 11942, Jordan ' Faculty of Engineering & Technology, The Department of Industrial Engineering, The University of Jordan, Amman 11942, Jordan ' Faculty of Engineering & Technology, The Department of Industrial Engineering, The University of Jordan, Amman 11942, Jordan ' The Department of ERP System, Head Office, Anabtawi Sweets Company, 550 Amman 11941, Jordan

Abstract: Six Sigma process improvement methodology has been applied to reduce patients' waiting time in an outpatient pharmacy located in a cancer treatment hospital. Data concerning patients' satisfaction has been collected and analysed. Discrete event simulation (DES) model and design of experiments are utilised as a decision support tool to optimise staffing requirements. Throughout the different project phases, various improvement opportunities have been proposed to reduce patients waiting time. Sensitivity analysis was also performed to test the robustness of the processes against possible changes in the availability of staff in the pharmacy. As a result of implementing Six Sigma methodology, patients' waiting time are reduced by 50%.

Keywords: patient satisfaction; six sigma; healthcare; DES; discrete event simulation; design of experiments; DOE; sensitivity analysis; cancer treatment hospitals; outpatient pharmacy; patient waiting times; staffing requirements.

DOI: 10.1504/IJSSCA.2014.064256

International Journal of Six Sigma and Competitive Advantage, 2014 Vol.8 No.2, pp.105 - 124

Accepted: 10 Apr 2014
Published online: 11 Aug 2014 *

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