Leadership Style and Lean Management Capabilities in Improving Service Quality: Insights from Mediclinic Parkview Hospital, United Arab Emirates
Main Article Content
Keywords
hospital pharmacy, Lean Six Sigma, DMAIC, key performance indicators, process improvement, critical to quality, service quality, SERVQUAL
Abstract
Objective This study focuses on the pivotal role of hospital pharmacy leadership and Lean Management practices in transforming pharmacy operations at Mediclinic Parkview Hospital in Dubai, United Arab Emirates (UAE). Methods Lean Leadership was vital in executing Lean Six Sigma (LSS) in the hospital pharmacy, promoting a patient-focused approach emphasizing quality, improvement, and staff engagement. The study employed the LSS DMAIC (Define, Measure, Analyze, Improve, Control) method to identify inefficiencies and improve overall performance, statistical analyses, and Sigma-level calculations. Results Implementing Lean Six Sigma methodologies led to substantial enhancements in three Critical-to-Quality (CTQ) Key Performance Indicators (KPIs). Waiting times were reduced by 76%, patient satisfaction, as measured by Net Promoter Score (NPS), increased by 136%, and employee engagement scores improved by 28%. These advancements increased operational efficiency, improved patient retention, and decreased staff turnover. Additionally, the research utilized a validated questionnaire to examine the influence of DMAIC constructs on service quality using the SERVQUAL instrument across five dimensions: agility, empathy, assurance reliability, and responsiveness. The findings revealed significant improvements across all models, indicated by p-values less than 0.001, confirming the reliability of the results. Adjusted R-squared values ranging from 0.386 to 0.638 indicate that a substantial portion of service quality improvements can be attributed to these methods. Conclusion The “Improve” and “Control” constructs demonstrated positive effects, highlighting their critical role in enhancing service quality and supporting the practical application of DMAIC in healthcare settings. This research improves hospital pharmacy operations management using the LSS framework, focusing on specialized training, Lean Leadership, and customized DMAIC elements.
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Dr. Mohammed Sallam, Mediclinic Parkview Hospital, Mediclinic Middle East, Dubai, United Arab Emirates
With over 25 years of experience in Pharmaceutical and Healthcare Management, Dr. Mohammed Sallam has been the Pharmacy Manager and Head of the Department at Mediclinic Middle East, Dubai-UAE, since 2003. He is part of various committees within the Mediclinic Group, including the Senior Leadership Team and the Research Advisory Group. He leads the Hospital’s Pharmacy & Therapeutics Committee and the Medication Management Team. He has experience in preparing policies, analyzing data, establishing and setting up standards for hospital and pharmacy services to obtain quality accreditation such as JCI & ISO, establishing the drug formulary, implementing hospital information systems, and implementing lean management practices and tools to improve operation and business processes.
Dr. Sallam obtained a Doctorate of Management (PhD) from the School of Business, International American University, USA. Additionally, he holds an MSc in Pharmaceutical Sciences from the University of Jordan, an Executive Education Management Development Master from Hult International Business School, a Supply Chain Management Master from INSEAD Business School, and an Executive MBA from Curtin University Dubai. He is a member of the American Society for Quality (ASQ), The American Society of Health-System Pharmacists (ASHP), and The Society of Hospital Pharmacists of Australia (SHPA). He has obtained many certifications, a certified purchasing professional, a Six Sigma black belt, and good clinical practice certificates. Dr. Sallam is a registered professional pharmacist in Jordan and UAE and an active member of the Jordan Pharmacists Association. In his various experiences, he was extensively involved in teaching and published many research articles. He has a passion for education and serves as a College of Pharmacy Advisory Board member at different UAE Universities, such as Sharjah and Ajman Universities.
Dr. Albert Oliver , Mediclinic Parkview Hospital, Mediclinic Middle East, Dubai, UAE
Hospital Medical Director, Mediclinic Parkview Hospital, Mediclinic Middle East, Dubai, UAE
Doaa Allam, Mediclinic Parkview Hospital, Mediclinic Middle East, Dubai, UAE
Senior Pharmacist, Mediclinic Parkview Hospital, Mediclinic Middle East, Dubai, UAE
Rana Kassem, Mediclinic Parkview Hospital, Mediclinic Middle East, Dubai, UAE
Senior Pharmacist, Mediclinic Parkview Hospital, Mediclinic Middle East, Dubai, UAE