The institute of Health’s (2005) white paper has summarized that “compared to other industries, health care has been slow to identify who the customer really is. Because of the complexity of the health care system, internal customers-physicians, hospitals, insurers, government payers-have often driven processes. It is critically important that the value be defined by the primary customer: the patient” (p.6).

Since this emphasis, implementation fo lean cultures has been taking place in health care systems nationwide, including WA state as indicated in the YouTube presentations and the other module materials.

Consider what the IHI explained was necessary in lean process improvement for healthcare to shift thefocus from the internal customer to the patient in considering the response for this discussion.

Assuming this has been happening and whether you have specific knowledge that your health care provider service or your own health care workplace has implemented lean principles, what have you noticed has been a change in your personal or professional experience in the last few years since Lean considered in healthcare reform. Refer to examples in the white paper of healthcare facilities to jog your memory when responding.