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A few years ago, I was a new patient at a small family medical practice. I observed a friendly staff, clean waiting room, and the practitioner was knowledgeable. All good things, however, when exiting the building I passed a room that looked like another exam room, with the door half open.

Inside were stacks of disheveled patient folders and files. It literally looked like an episode of the reality show, Hoarders. Needless to say, that impression was lasting. Seeing the disorganized room made me concerned for the care of my family, so I decided to seek healthcare somewhere else.

Many doctors arrive at their practice before patients do. Some use a back entrance and don’t see what their patients see. Without observing the actual process in action, there could be assumptions made with how your organization is running.

What do people experience when walking into your organization? Have you seen this first-hand?

Take a Gemba Walk

A Lean tool that can help practitioners understand what is actually occurring is Gemba, a Japanese word meaning “The Real Place.” Japanese detectives even call themselves crime scene Gemba.

When you travel to the “real place” and observe with a fresh perspective, you will uncover waste and opportunities. By using all of your senses with a mindset to truly understand and gather data, you will have the knowledge to make positive change.

Gemba can be applied to all aspects of your business. How? Every week take about 20 minutes to walk around. Go to places you typically overlook or don’t normally go. Observe, ask questions, and learn. Determine with your team what could make the process and patient experience even better.

So, why not take a walk and see “the real place” in your organization?