优化健康体检服务流程的实践研究

Application of PDCA cycle in health examination service process optimization

运用计划—实施—检查—处理(plan-do-check-action,PDCA)循环管理,对健康体检流程不满意环节进行调查分析,找出问题,分析原因,制订简化开单流程,增设专职导诊人员,设备升级改造等整改措施,评价结果,进行持续质量改进。实施PDCA循环管理后,健康体检流程得到优化,平均体检时间由(164.16±6.72)min下降至(105.78±9.34)min,体检者满意度由92.20%上升至98.42%,差异有统计学意义(P<0.01)。PDCA循环管理优化了健康体检服务流程,提高了体检者满意度。

The PDCA cycle（plan-do-check-act） was applied to continuously improve the quality of health exam- ination service. The measures included investigating the dissatisfaction link of health examination service,finding out problems,analyzing the reasons,implementing improvement measures such as optimizing the process,setting up fulltime guidance personnel and improving equipments and instruments,as well as evaluating the outcomes continuously. As a result,the health examination process was optimized;the average physical examination time decreased from （164.16±6.72） minutes to （105.78±9.34） minutes （P〈0.01） ;patient satisfaction increased from 92.20% to 98.42% （P〈 0.01）. The results showed that continuous quality improvement through PDCA cycle optimized the health examination service process and improved patient satisfaction.