| Sumario: | 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.
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