Author(s)

Nabila Mohamed Abu Sharikh¹, Majed Mohamed El Farra², Samer Abuzerr^3,4, Khalil Madi⁵

¹Health Department, Physiotherapy Division, UNRWA, Gaza, Palestine.
²Department of Business Administration, Faculty of Economics and Administrative Sciences, Islamic University, Gaza, Palestine.
³Department of Social and Preventive Medicine, School of Public Health, University of Montreal, Montréal, Canada.
⁴Quality Improvement and Infection Control Unit, Ministry of Health, Gaza, Palestine.
⁵Business Administration, Al-Azhar University, Gaza, Palestine.

Integrating Lean and Six Sigma found a powerful business tool for the strategy improvement process and saving time is produced. The main aim of this study is to identify the impact of Lean Six Sigma (LSS) practices on physiotherapy service quality at healthcare centers of the United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA), using a descriptive-analytical approach. Data were collected using a questionnaire distributed among 49 physiotherapists working at UNRWA healthcare centers as a census sampling method between July 2016 and August 2017, following the stratified random sampling method. The Statistical Package for Social Science (SPSS) was used to analyze the collected data. The results revealed that there was a statistically significant relationship between Lean Six Sigma (LSS) dimensions and the quality of healthcare services provided in physiotherapy units at the UNRWA healthcare centers. Moreover, the application of Lean Six Sigma dimensions was adopted at 81% of UNRWA healthcare centers. Moreover, the percentage of patients’ satisfaction regarding the quality of healthcare services provided in physiotherapy units was 89%. The study emphasized the effectiveness of Lean Six Sigma dimensions application on the quality healthcare services provided in physiotherapy units at the UNRWA healthcare centers. Furthermore, employee training and reward according to a needs assessment to implement Lean Six Sigma successfully is highly recommended.

Lean Six Sigma, Quality Service, UNRWA Healthcare Center, Physiotherapy

Sharikh, N. , El Farra, M. , Abuzerr, S. and Madi, K. (2019) The Impact of Lean Six Sigma Practices on Physiotherapy Services Quality at UNRWA Healthcare Centers, Gaza Strip, Palestine. Journal of Biosciences and Medicines, 7, 79-94. doi: 10.4236/jbm.2019.712008.