Personnel management model for reducing patient waiting time through sequential notification and staff motivation in a private polyclinic in Chincha

This research addresses the challenge of reducing patient waiting times at a private polyclinic in Chincha, Peru, with the aim of improving both operational efficiency and the quality of healthcare services. Utilizing the DMAIC methodology, the study implemented a strategic approach centered on two key pillars: fostering intrinsic staff motivation and introducing an appointment management system with sequential notifications. Over a nine-month period, the intervention led to a 54% reduction in schedule non-compliance and a 42% increase in medical consultations via pre-scheduled appointments, resulting in a significant decrease in waiting times from 125 to 49 minutes. These outcomes underscore the effectiveness of combining motivation strategies with digital tools to streamline healthcare delivery. Additionally, the initiative fostered improved communication and coordination among healthcare professionals, enhancing team collaboration, patient satisfaction, and loyalty. The findings demonstrate that the DMAIC methodology, when complemented by efficient appointment systems, offers a valuable framework for optimizing processes and can be replicated in similar healthcare settings to address common service delivery challenges.