Gemba Walk in Healthcare – Do’s and Don’ts

In Japanese, Gemba means “real place”—the place where real action occurs. In many service sectors, the gemba is where the customers come into contact with the services offered. (Source : Gemba Kaizen by Masaaki Imai).

In the Hospitals, Gemba is everywhere where Patient is delivered a service. It is at reception, registration, Outpatient Department, Inpatient Department, Operating Room, Recovery Room, Emergency Department, Insurance Office etc. Hence Gemba Walk in Healthcare settings is considered one of the most important aspect of Lean Thinking. It helps the Leaders connect with the reality and make the right decisions by looking at the facts and data.

However it is important that it does not become the ceremonial exercise and done based on calendar invites. It has to become part of culture of the organization where the leaders make themselves visible on the floor as a habit , everyday.

At the same time, just making yourselves visible and taking a walk is not sufficient. The Gemba walk has to be done in the right way. Only then it will be effective in meeting its purpose. Let’s dive into some Do’s and Don’t s of the Gemba Walk in Healthcare.

Do’s

1. Engage with Frontline Staff: Interact with frontline staff to understand their work processes, challenges, and suggestions for improvement. Encourage open communication and active listening during the walk.
2. Observe Carefully: Pay close attention to workflows, behaviors, and interactions to gain insights into the operational realities on the ground. Use all senses to observe the environment and processes comprehensively.
3. Document Findings: Record observations, opportunities for improvement, and notable practices in a structured manner. Use standardized templates or digital tools to ensure consistency and clarity in documentation.
4. Prioritize Safety and Respect: Prioritize safety protocols during the walk and ensure that you respect the work environment and tasks being performed. Avoid disrupting ongoing tasks unless necessary and maintain a respectful demeanor towards staff.
5. Follow-Up with Action: Schedule dedicated time after the walk to debrief with participants, discuss findings, and develop action plans. Assign responsibilities, set timelines, and monitor progress to ensure that identified opportunities are acted upon effectively.

Healthcare Excellence through Gemba Walks

Don’ts

1. Don’t Micromanage: Avoid micromanaging frontline staff or imposing solutions without understanding the context. Instead, focus on facilitating discussions and empowering staff to identify and implement improvements themselves.
2. Don’t Overlook Safety: Never compromise on safety protocols or risk management procedures during the walk. Avoid situations that may pose safety hazards or distractions to staff.
3. Don’t Make Assumptions: Refrain from making assumptions about processes, challenges, or solutions without firsthand observation and input from frontline staff. Respect the expertise and experience of those directly involved in the work.
4. Don’t Ignore Feedback: Don’t dismiss feedback or suggestions from frontline staff, even if they may seem unconventional or minor. Every insight has the potential to contribute to process improvement and organizational effectiveness.
5. Don’t Neglect Follow-Up: Avoid neglecting the follow-up process after the Gemba Walk. Failure to follow up and act on identified opportunities can undermine staff trust and commitment to the improvement process.