Leadership Style and Lean Management Capabilities in Improving Pharmacy Practice and Service Quality: Insights from Mediclinic Parkview Hospital, United Arab Emirates.
Background: Hospital pharmacies encounter significant operational challenges that can affect service quality and client's satisfaction. Objective: This study focuses on the fundamental role of hospital pharmacy leadership and Lean management practices in transforming pharmacy operations at Mediclini...
| Publicado en: | Pharmacy Practice (1886-3655) Vol. 23; no. 3; pp. 1 - 39 |
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| Autores principales: | , , , |
| Formato: | pictorial research tables/charts Journal Article |
| Publicado: |
Centro de Investigaciones y Publicaciones Farmaceuticas S.L.
Jul-Sep2025
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ccm&AN=188831364&site=ehost-live header: @attributes: shortDbName: ccm uiTerm: 188831364 longDbName: CINAHL Complete uiTag: AN controlInfo: bkinfo: dissinfo: jinfo: jid: 1885642X 3EAU jtl: Pharmacy Practice (1886-3655) issn: 1885642X maglogo: N pubinfo: dt: Jul-Sep2025 vid: 23 iid: 3 pid: 36266 pub: Centro de Investigaciones y Publicaciones Farmaceuticas S.L. artinfo: ui: 188831364 188831364 188831364 10.18549/PharmPract.2025.3.3263 188831364 ppf: 1 ppct: 38 formats: fmt: @attributes: type: P tig: atl: Leadership Style and Lean Management Capabilities in Improving Pharmacy Practice and Service Quality: Insights from Mediclinic Parkview Hospital, United Arab Emirates. aug: au: Sallam, Mohammed Oliver, Albert Allam, Doaa Kassem, Rana affil: (Healthcare Management), MSc (Pharmaceutical Sciences), BSc, RPh, Pharmacy Manager and Head of Cluster Pharmacy, Mediclinic Parkview Hospital, Mediclinic Middle East, Dubai, UAE sug: subj: Pharmacy Service Leadership Quality Improvement Health Services Administration United Arab Emirates Human Male Female Adult Patient Satisfaction Staff Development Surveys Questionnaires Work Environment Time Management Process Assessment (Health Care) Organizational Change Health Facility Administration Descriptive Statistics Professional Competence Scales Mann-Whitney U Test Coefficient alpha Reliability and Validity Internal Consistency Empathy Data Analysis Software Stratified Random Sample Linear Regression Inferential Statistics Adult: 19-44 years Male Female ab: Background: Hospital pharmacies encounter significant operational challenges that can affect service quality and client's satisfaction. Objective: This study focuses on the fundamental role of hospital pharmacy leadership and Lean management practices in transforming pharmacy operations at Mediclinic Parkview Hospital in Dubai, United Arab Emirates (UAE). Methods: Lean Leadership was vital in executing Lean Six Sigma (LSS) in the hospital pharmacy, promoting a patient-focused approach emphasizing quality, improvement, and staff engagement. The study employed the LSS DMAIC (Define, Measure, Analyze, Improve, Control) method to identify inefficiencies and improve overall performance, statistical analyses, and Sigma-level calculations. Results: Implementing Lean Six Sigma methodologies led to substantial enhancements in three Critical-to-Quality (CTQ) Key Performance Indicators (KPIs). Waiting times were reduced by 76%, patient satisfaction, as measured by Net Promoter Score (NPS), increased by 136%, and employee engagement scores improved by 28%. These advancements increased operational efficiency, improved patient retention, and decreased staff turnover. Additionally, the research utilized a validated questionnaire to examine the influence of DMAIC constructs on service quality using the SERVQUAL instrument across five dimensions: Tangibility, Empathy, Assurance Reliability, and Responsiveness. The results showed significant improvements across all models, with P-values below 0.001 confirming the robustness of the findings. Adjusted R-squared values ranging from 0.386 to 0.638 demonstrate that the Lean and Six Sigma methodologies applied in the study played a substantial role in enhancing service quality. Conclusion: This research emphasized the efficiency of the Lean Six Sigma DMAIC framework in enhancing hospital pharmacy operations, leading to substantial advancements in service quality across essential dimensions. The study focused on specialized training, Lean Leadership principles, and customized DMAIC components, supporting its practical implementation in healthcare settings. pubtype: Academic Journal doctype: pictorial research tables/charts Journal Article ougenre: Article language: English refInfo: holdings: @attributes: islocal: N |
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