摘要
目的应用流程再造对某三级甲等医院门诊采血管理模式进行优化,以提高窗口服务效率、缩短患者等候时间、提升患者就医体验。方法以某三级甲等医院门诊采血流程为研究对象,予以流程再造,并比较流程再造前后窗口服务效率、患者满意度等关键指标的变化。结果经过流程再造,门诊采血窗口服务效率提高了33.2%;消除错序叫号;患者最长等候时间和高峰时段平均等候时间分别减少21.2%和28.9%;患者满意率从91.27%提高至95.70%。结论在开放窗口等各项资源保持不变的情况下,对门诊采血流程再造可提高工作效率,提升患者满意度。
Objective To optimize the blood collection management mode of outpatients in a tertiary class A hospital by using process reengineering,to improve window service efficiency,shorten patients'waiting time and improve patients'medical experience.Methods The blood collection process of a tertiary class A hospital was included as the research object,and the process was re-engineered.The key indicators such as window service efficiency and patients'satisfaction before and after the process re-engineering were compared.Results After the process was re-engineered,the service efficiency of the blood collection window in the outpatient department increased by 33.2%;the wrong order calling was eliminated;the maximum waiting time and the peak waiting time of the patients decreased by 21.2%and 28.9%,respectively;the patients'satisfaction rate increased from 91.27%to 95.70%.Conclusion The re-engineering of the blood collection process in the outpatient department can improve work efficiency and improve patients'satisfaction when all resources in the open window remain unchanged.
作者
刘玉琦
郝晓刚
张芳芳
LIU Yuqi;HAO Xiaogang;ZHANG Fangfang(Outpatient Department,The Fifth Medical Center of General Hospital of PLA,Beijing 100039)
出处
《解放军医院管理杂志》
2019年第11期1017-1020,共4页
Hospital Administration Journal of Chinese People's Liberation Army
关键词
门诊采血
流程再造
优化流程
outpatient blood collection
process reengineering
optimization process
