P534 - REDESIGNING HOSPITAL MEAL DELIVERY: IMPROVING PATIENT EXPERIENCE AND SAFETY THROUGH ONE PIECE FLOW IMPLEMENTATION IN A GENERAL HOSPITAL
P534
REDESIGNING HOSPITAL MEAL DELIVERY: IMPROVING PATIENT EXPERIENCE AND SAFETY THROUGH ONE PIECE FLOW IMPLEMENTATION IN A GENERAL HOSPITAL
M. A. M. D. G. Da Silva1, P. C. M. Oliveira1, M. L. O. Salgado 1, G. G. L. Bergamasco 1, B. J. de Freitas 1,*, A. A. D. S. Carlos 2, B. S. B. Cavallo 2, M. Tanaka1, B. R. Lima 1, H. S. V. Pereira 1, N. B. Martins 1, A. C. G. Goncalves 1, S. M. F. Piovacari1
1Clinical Nutrition , 2Performance and Experience, Hospital Israelita Albert Einstein , São Paulo , Brazil
Rationale: In high-end healthcare facilities, patient experience plays a critical role in perceived quality of care. In 2023 and 2024, a general hospital in São Paulo identified clinical nutrition as the most frequently cited area for improvement through patient satisfaction metrics (NPS and SAC). Reported issues included delayed meals, tray assembly errors, and poor temperature control, negatively impacting patient experience, safety, and the efficiency of care teams.
Methods: To address these issues, Lean Thinking and Service Design methodologies were applied. Diagnostic tools included direct shadowing of staff, patient and team journey mapping, Ishikawa diagram analysis, and time-motion studies. These revealed root causes such as absenteeism, lack of standard operating procedures, poor ergonomics, and inefficiencies in batch tray assembly. The redesign implemented a One Piece Flow system, where trays were assembled individually at dedicated, ergonomic stations. Roles were clearly defined—assembler, preparer, and distributor—and visual cues were introduced to guide standardization.
Results: After implementation, the time of meal distribution began 58 minutes earlier, ensuring better beverage temperature and alignment with clinical routines. Tray assembly errors dropped by 63%, and complaint calls during meal service decreased by 50%. Staff reported reduced physical strain, more predictable breaks, and smoother collaboration. Clinical teams, especially in areas dependent on meal coordination (e.g., insulin and enteral nutrition), noted improved efficiency and patient flow.
Conclusion: The integration of Lean and human-centered design significantly improved patient safety, staff well-being, and operational performance. This case demonstrates how strategic redesign of support services can drive tangible improvements in both patient experience and clinical outcomes.
Disclosure of Interest: None declared