Q: What principles can help guide an organization to optimize flow and eliminate waste?
A: In health care, you always want to ensure that value is determined and measured from the patient’s perspective. They are the customer. Then, using this principle of patient-centeredness, you want to empower frontline staff – those individuals who deliver patient care – to identify and remove waste from their current processes to improve care. Wasteful processes are those that do not add value from the patient’s perspective. Finally, involve the health care delivery team in designing new, more efficient processes. We know from experience that these principles contribute to creating facilities that best support both staff and patient satisfaction.