The impact of applying 5S management method on clients' satisfaction in healthcare centers' services

This study aimed to investigate the effect of the 5S intervention program on the clientschr(chr(chr('39')39chr('39'))39chr(chr('39')39chr('39'))) satisfaction in healthcare centerschr(chr(chr('39')39chr('39'))39chr(chr('39')39chr('39'))) services.

This quasi-experimental study was done with the participation of 220 pregnant women at a health center in Ahvaz in 2018. The quality gap and weaknesses were measured before 5S implementation by using adornment system (5S) checklist and SERVQUAL questionnaire. Interventions were designed and implemented with regard to the system weaknesses and the next evaluation was carried out 2 months after intervention.SPSS.21 software was used for data analysis. Data were analyzed using paired t-test and descriptive statistics.

The 5S score was 2.4 before the 5S implementation and 4.2 after the intervention. The study revealed that although the average score of expectations of the Ahvazchr(chr(chr('39')39chr('39'))39chr(chr('39')39chr('39')))s community health centerchr(chr(chr('39')39chr('39'))39chr(chr('39')39chr('39')))s clients is higher than their perception, the 5S implementation has decreased the gap to 0.7%, and in general in the studied center, the provided service quality is still less than the center clientschr(chr(chr('39')39chr('39'))39chr(chr('39')39chr('39'))) expectations.

Implementation of 5S can improve the work environment adornment and the satisfaction of health centerschr(chr(chr('39')39chr('39'))39chr(chr('39')39chr('39'))) clients.