Conference Agenda

Abstract– The healthcare system in Peru has undergone several changes over the years. Both hospitals and clinics constantly face various challenges regarding their internal processes and meeting the growing demand for hospital care. Difficulties are evident in all areas of a healthcare center, from outpatient clinics to the emergency room. For example, annual surveys conducted over the last four years in the Obstetrics and Gynecology outpatient clinic of one of the country's leading hospitals show that the area does not achieve a level of total satisfaction, largely due to long queues, delays, and inefficient processes, especially on peak days. This, combined with factors such as poor signage, inadequate attention from non-medical staff, and redundant activities, increases waiting times and causes discomfort for pregnant women, who require specialized and timely care. All of this negatively impacts the patient's experience and the efficiency of the service. In response to this problem, the implementation of Lean tools such as Value Stream Mapping (VSM), 5S, and Single-Minute Exchange of Die (SMED) contributes to the improvement of internal processes, which in turn increases patient satisfaction by providing timely and high-quality car