The study aimed to improve the service delivery of medical clinic in Base Hospital Dambadeniya in Sri Lanka by applying lean principles. Focus group discussions with patients and staff, key informant interviews with medical superintendent and consultant physician, survey of patient satisfaction using self-administered questionnaire, and process mapping were carried out to gather data at pre- and post-intervention stages. Long waits, congestion at clinic, and undue queuing at pharmacy had led to poor patient satisfaction and raised concerns in the staff. Application of lean management reduced waits and total requirement of staff and improved patient satisfaction in selected attributes.
