The theories behind these projects are based on lean business practices that have been adopted in service and manufacturing organisations from Toyota to FedEx. In healthcare, these projects have cut costs while empowering staff to provide higher quality care based on an understanding of what patients value. This type of thinking and the development of meaningful measurements of quality has meant a shift away from financial targets like the constant analysis of costs and an obsession with sales.
The obvious improvements displayed within these projects indicate their attraction within UK healthcare and by extension high street optometry. The first step to utilising these methods is dependent on the collection of information regarding what patients actually value. This information is usually readily available and in many clinics is already at the fingertips of the frontline staff.
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