住院结账处6S管理模式的建立和实践

Establishment and practice of 6S management mode for Hospital admitting office

目的:住院结账处通过建立和实践6S管理模式,优化服务流程,提升服务质量,提高病人满意度。方法:制定管理目标、实施计划、管理制度和奖惩制度,对照清洁、安全、素养、服务、节约、满意度6S管理标准按计划实施,每月考核,并与绩效挂钩。结果:实施6S管理能很好地提升科室形象,提升服务质量,提高了病人满意度,取得了较好的社会效益。结论:住院结账处6S管理模式值得推广,但其效果的保持需要不断优化、持续改进、考评监督。

Objective Through the establishment and practice of the 6S management of work mode for Hospital admitting office to achieve optimize service processes, improve service quality and patient satisfaction. Methods Developing management objectives, implementation plan, management system and reward system,and planning to implement in accordance with the standards of Seiketsu,Safety,Shitsuke,Service,Saving,Satisfaction.There is a need for evaluation per month for team membersand performance-ralated.Results Implementation of 6S management can enhance the image of department,improve service quality, and patient satisfaction, and achieve better social benefits. Conclusion 6S management mode for Hospital admitting office is worth promotion, while it needs continuous improvement, evaluation and supervision.