The customer service in hospitals is essential for the provision of healthcare, ranging from reception to patient discharge. The efficiency and quality of this service are fundamental to patient satisfaction. However, hospitals face challenges that directly impact their ability to provide good service. The objective of this study is to propose improvements in the hospital care service, using Lean Healthcare value stream mapping, based on analyzes of the current state, projecting the future state. For this purpose, on-site visits were carried out to analyze and collect data regarding the registration, screening and medical consultation processes, following which value stream mapping (MFV) of the current state was constructed to map existing processes and identify points of inefficiency, based on this data, the MFV of the future state was prepared, proposing specific actions to optimize processes. Comparing the MFV of the current state with the future, a reduction of 68 minutes in waiting time was observed, representing a 36% reduction in wasted non-value-added time, and a 2-minute reduction in value-added time, caused by proposals for improvements represented by kaizens, more specifically, visual management, standardization of service protocols and standardization of forms. Research has demonstrated how the application of value stream mapping can identify and reduce waste, improve service time and the patient experience.
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