Healthcare ‘Single Point of Access’ and the application of Lean

Siu Yee Cheng (Speaker), David Bamford (Speaker), Benjamin Dehe (Speaker), Marina Papalexi (Speaker)

Activity: Talk or presentation typesOral presentation


This paper disseminates findings from a Lean healthcare project in a UK National Health Service (NHS) Single Point of Access; a new healthcare case study setting. Action research was applied and Lean tools used to establish current state processes, customer values and develop improvement opportunities. It was found that interface issues between primary and secondary healthcare organisations were the root cause of wastes and service framework the case study setting was identified as a reciprocal service function. Therefore, recognising the customer/supplier relationship can lead to more effective and
sustainable service improvement.
Period23 Jun 2014
Held atAnnual European Operations Management Association Conference
Event typeConference
LocationPalermo , Italy
Degree of RecognitionInternational