South East Lean Network: UPMC in Ireland, Lean Journey: Whitfield Medical Records Process

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  • UPMC in Ireland, Lean Journey: Whitfield Medical Records Process
    November 16, 2022
    2:00 pm - 2:30 pm


In 2018, UPMC Whitfield Hospital, Waterford, became the first international organisation to be awarded ISO (International Organisation for Standardization) 18404:2015 certification for implementation of Lean Six Sigma standards and it maintained re-certification in 2021. This year, the scope of the survey is increasing to include other UPMC facilities in Ireland.

The accreditation process provides staff with the opportunity to present their Lean work and there is a key focus on Culture Enablement, Continuous Improvement, and Enterprise Alignment. The core objectives for 2022 were set by the new UPMC President & CEO based in Pittsburgh, USA. In support of our mission to provide outstanding patient care, our key objective is to reimagine the UPMC Experience for both patient and staff.

As part of UPMC in Ireland strategy, we take a strict ‘People First’ approach to continuous Improvement and are focused on developing leaders to create a culture of highly engaged teams producing an atmosphere of high-quality clinical and service excellence for our patients.


Lisa Whitty, UPMC Ireland Access to Care Manager, Referrals and Inpatient

Working as part of an integrated Access to Care team, Lisa leads and directs the UPMC Ireland Access to Care team directly responsible for the patient public and private referral pathways across UPMC Ireland. She has 15 years Hospital experience in leading the Administration & Medical Secretarial Teams through several change management projects, with a particular focus on staff engagement and process improvement. Responsible for several projects including the UPMC Whitfield Business office and medical records offsite relocation process and managing the diverse operations of the Hospital administration team. Areas of expertise include staff engagement, continuous improvement, onboarding of new Consultant practices, and delivery of patient excellence through process. Lisa has worked with the UPMC executive team to implement the ISO 1404 award across UPMC Ireland. Graduated September 2022 with First-Class Honours from the Master of Business Studies in Lean Enterprise Excellence at South East Technological University.

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