Impact of Applying 5S Management Method on Clients' Satisfaction in Healthcare Centers' Services

Document Type : Original Research

Authors
Sh. Shahali 1
M. Khajehasani 2
A. Torabipoor 3
K. Ahmadi Angali 3
1 Department of Reproductive Health and Midwifery, Faculty of Medical Sciences, Tarbiat Modares University, Tehran, Iran
2 Department of Midwifery, Reproductive Health Promotion Research Center, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, Iran
3 School of Health, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, Iran
Abstract
Aims: This study aimed to investigate the effect of the 5S intervention program on the clients' satisfaction in healthcare centers' services.

Materials & Methods: This quasi-experimental study was done with 220 pregnant women at a health center in Ahvaz in 2018. The quality gap and weaknesses were measured before the 5S implementation using the adornment system (5S) checklist and SERVQUAL questionnaire. Interventions were designed and implemented concerning the system weaknesses, and the next evaluation was carried out two months after the intervention.SPSS.21 software was used for data analysis. Data were analyzed using paired t-test and descriptive statistics.

Findings: The 5S score was 2.4 before the 5S implementation and 4.2 after the intervention. The study revealed that although the average score of expectations of the Ahvaz community health center's clients is higher than their perception, the 5S implementation has decreased the gap, and in general, in the studied center, the provided service quality is still less than the center clients' expectations.

Conclusion: Implementation of 5S can improve the work environment adornment and the satisfaction of health centers' clients.

Keywords

Subjects

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Health Education and Health Promotion
Volume 8, Issue 4
Autumn 2020
Pages 197-202