运用全面质量管理方法改进专家门诊诊间加号流程

Total quality management:improving the procedure of additional registration in specialist clinic

目的:改进专家门诊诊间加号流程。方法:运用全面质量管理方法的鱼骨图工具,从人、机、料、法、环五大因素分析某三级甲等综合医院专家门诊诊间加号流程存在的原因,并用PDCA循环工作方法对专家门诊诊间加号流程进行持续改进。结果:专家门诊加号方式得到统一,医生工作站加号功能利用程度大幅提高。结论:推行医生工作站加号是优化加号流程管理的重要手段,全面质量管理是改进医院管理的有效科学方法。

Objectives：To improve the procedure of additional registration in specialist clinic. Method：Draw a fish bone diagram to identify the potential sources of deficiencies in the procedure as staff, equipment, material, methods and environment. Implement a total quality management （TQM） method through “PDCA” process to improve the procedure of additional registration in specialist clinic. Result：Utilization of outpatient workstation for additional registration in specialist clinic was substantially increased .Conclusion：Using outpatient workstation for additional registration in specialist clinic is an efficient measure to improve registration procedure. Total quality management method has been applied in improving hospital management with successful outcome.