Patient-Centered Lean Healthcare Management from a Humanistic Perspective

Abstract Background Healthcare organizations are under pressure to improve services because of an aging population and increasing healthcare demands. Lean healthcare management, focused on enhancing service quality and efficiency with limited resources, tends to overlook patients' emotional needs and experiences. This study advocates integrating medical humanities with lean healthcare to develop a patient-centered service model. Methods The study employs literature review to discuss the critical role of medical humanities in lean healthcare frameworks, both theoretical and practical. Additionally, it conducts a qualitative study through semi-structured interviews to explore strategies for developing a humanistic lean healthcare model. The study conducted semi-structured interviews with 8 management staff and doctors at a tertiary hospital that actively adopts this approach. Results Eight (5 female and 3 male) management staff and doctors were interviewed between January and March 2024 at their chosen location. Firstly, the study identifies key benefits of integrating medical humanities into lean healthcare, including: (1) Enhancing service personalization and comprehensiveness. (2) Building trust in doctor-patient relationships. (3) Boosting healthcare team satisfaction. Secondly, it highlights strategies for a humanistic approach: (1) Comprehensive patient assessments and personalized treatments. (2) Enhanced doctor-patient communication for emotional resonance. (3) Medical environment optimization for humanized services. (4) Development of humanistic qualities in healthcare professionals. (5) Effective use of information technology. Additionally, the study also addresses potential issues with lean healthcare's focus on profitability and proposes preventive measures: (1) Implement a scientific evaluation and incentive mechanism. (2) Enhancing transparency and oversight in healthcare. (3) Cultivating a Patient-centric medical culture. Conclusions A patient-centered lean healthcare model, informed by medical humanities, can guide medical institutions in enhancing service quality and efficiency, supporting comprehensive medical reforms in China. It can also serve as a reference for other countries.