Following the success of her first book Clear Direction, the author now takes you into the dynamic world of healthcare. Reflecting on lessons learned from South African state hospitals, she illustrates tried-and-tested Lean concepts, tools and techniques to assist in streamlining In this guide you will discover theory, advice, examples and templates to help you answer these questions: What problem are we trying to solve? How will we engage staff in solving the key issues? How do we get it done? Which Lean tools will we use? Clear direction coupled with relentless leadership, structured methods and a desire to improve patient care are a recipe for success in any service delivery initiative. Rose encourages everyone in public healthcare to get behind the wheel and drive real change. Let this book inspire and motivate you to start your improvement journey towards excellence. Ms. Qedani Mahlangu, MEC: Gauteng Health In Making a Difference Rose blends the unique learning from working with state hospitals with her own extensive experience as an improvement coach. Illustrated with examples from the Gauteng Department of Health Service Delivery Improvement Initiative, she paints a vision of what can be achieved and the practical advice on how to do it. This book is essential reading for healthcare improvement practitioners. Dr. Anton Grütter, CEO: Lean Institute Africa Bottom-up involvement meets top-down commitment in this powerful collection of Lean tools and techniques designed to transform the face of patient care. Making a Difference offers a way to connect strategy with activities on the ground, turning everyone into problem solvers who deliver value for our patients. Ms. Ruzivo Chigwedere, Strategic Advisor to the MEC: Gauteng Health, Lean Programme Leader