Lean Management Approach in Emergency Medical Trauma Service Using Analytic Hierarchy Process
The effectiveness of the Emergency Medical Trauma Services (EMTS) is dependent on a diverse range of decision making, planning and operational phases, such as ambulance locations and dispatching protocols. An important indicator of the quality of care and service delivery in the Emergency and Trauma Department (ETD) is the satisfaction of the patients. The objective of this study was to evaluate the patients’ satisfaction factors towards ambulance and ETD services. This study was carried out with the aid of questionnaires, followed by descriptive and analytical statistics using Analytic Hierarchy Process (AHP). Respondents of 150 patients were randomly selected. Based on the overall priority scores of satisfaction factors of patients in the ambulance services, for the domain priority, it was found that the efficiency of services was ranked the highest at 34.3% and lowest ranking for vehicles at 5.24%. Based on the overall priority scores of satisfaction factors of patients in the emergency department, for the domain priority, it was found that the staff performance was ranked highest at the 39.41% and lowest ranking for efficiency of services at 13.28%. From the analysis, it was found that the most important satisfaction factor in EMTS is the speed of admittance of patients to the hospital, and the length of waiting period before admittance into the examination room. From the calculations of the priorities of the EMTS, the satisfaction factors could be used to develop a lean management approach and thus, further research can be conducted on AHP analysis and operational decision making in order to improve the quality of the EMTS system.
Index Terms - Emergency Medical Trauma Services (EMTS), satisfaction factors, lean management approach, operational decision making.