A case study of lean digital transformation through robotic process automation in healthcare.
Journal
Scientific reports
Journal Volume
14
Journal Issue
1
ISSN
2045-2322
Date Issued
2024-06-25
Author(s)
Huang, Wei-Lun
Huang, Hsueh-Ling
Su, You-Xuan
Lu, Chien-Yu
Ho, Wei-Sho
Xu, Jing-Ran
Abstract
Under Taiwan's National Health Insurance (NHI) system, it's crucial for all healthcare providers to accurately submit medical expense claims to the National Health Insurance Administration (NHIA) to avoid incorrect deductions. With changes in healthcare policies and adjustments in hospital management strategies, the complexity of claiming rules has resulted in hospitals expending significant manpower and time on the medical expense claims process. Therefore, this study utilizes the Lean Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) management approach to identify wasteful and non-value-added steps in the process. Simultaneously, it introduces Robotic Process Automation (RPA) tools to replace manual operations. After implementation, the study effectively reduces the process time by 380 min and enhances Process Cycle Efficiency (PCE) from 69.07 to 95.54%. This research validates a real-world case of Lean digital transformation in healthcare institutions. It enables human resources to be allocated to more valuable and creative tasks while assisting hospitals in providing more comprehensive and patient-centric services.
Subjects
DMAIC
Healthcare improvements
Lean digital transformation
Lean six sigma
RPA
Type
journal article