Dental Crown Machine Analysis for an FQHC

Lean Six Sigma to pull root inefficiencies

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Lean Six Sigma combines the principles of Lean (which focuses on eliminating waste and increasing value) with Six Sigma (which focuses on reducing variability and improving quality). This approach was used to streamline the dental program’s operations, particularly in areas like patient flow and revenue optimization.

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• Define: The first step in applying Lean Six Sigma was to define the problems facing the dental program, including bottlenecks in scheduling, inefficiencies in patient check-ins, and revenue leakage due to suboptimal billing practices. Key stakeholders, including clinic leadership and staff, were engaged to define the critical issues and desired outcomes.

• Measure: We conducted data collection to measure current performance, including patient volume, wait times, chair utilization, and financial performance. This baseline data helped to identify the areas with the most significant potential for improvement.

• Analyze: The next step involved analyzing the data to identify root causes of inefficiencies. We used process mapping techniques to pinpoint bottlenecks in the patient flow process, from appointment scheduling to treatment, and identified inefficiencies in billing and coding practices that contributed to revenue leakage.

• Improve: Based on the analysis, process improvements were implemented, such as redesigning workflows to reduce wait times and optimizing scheduling systems to increase patient throughput. Additionally, billing processes were improved by ensuring accurate coding and exploring opportunities to adjust pricing models.

• Control: To sustain the improvements, we put control measures in place. This involved setting up regular performance monitoring systems to track key metrics like patient wait times, chair utilization, and reimbursement rates. These metrics were reviewed periodically to ensure the changes continued to yield positive results over time.

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By applying Lean Six Sigma, we not only improved patient flow and financial efficiency but also ensured that the improvements were data-driven and sustainable.

Continuous Improvement Through a Kaizen-Based Approach

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Kaizen is a Japanese management concept focused on continuous, incremental improvements. Unlike Lean Six Sigma, which often aims for large-scale process changes, Kaizen emphasizes small, ongoing adjustments that lead to long-term success. This method was used to foster a culture of continuous improvement within the dental program.

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• Focus on People: The Kaizen approach emphasizes the involvement of all employees in the improvement process. We engaged the dental staff at all levels, from administrative assistants to providers, to identify small, practical improvements that could be made to increase patient flow and enhance operational efficiency. Staff meetings and brainstorming sessions allowed everyone to contribute their ideas for improvement.

• Small Improvements: Instead of focusing on large changes, the Kaizen process encouraged a series of small, manageable improvements over time. For example, we identified opportunities to improve appointment scheduling, such as reducing gaps between appointments and streamlining check-in processes. These small improvements, when combined, had a significant impact on overall efficiency.

• Standardization: After making incremental changes, we standardized the improved processes to ensure consistency and quality. For instance, once optimized scheduling practices were implemented, we standardized the approach across all clinic locations to maintain high throughput without compromising patient care.

• Feedback Loop: A key component of Kaizen is the continuous feedback loop. We established regular review sessions to assess the impact of the changes, collect feedback from staff, and refine processes as needed. This iterative process ensured that improvements were not just one-time fixes, but part of an ongoing effort to optimize patient flow and financial performance.

• Sustainability: Kaizen focuses on creating a culture where improvement is part of daily work, not a one-off initiative. By consistently engaging staff, making small adjustments, and reinforcing the importance of continuous improvement, we ensured the long-term success of the dental program.

 

By adopting Kaizen, the dental program was able to make consistent, sustainable improvements, enhancing both operational efficiency and the patient experience over time.