精益管理在门诊流程的优化效果

Optimization Effect of Lean Management in Outpatient Process

目的探讨精益管理在门诊流程中的优化效果。方法将193例自2017年8月至2018年7月在我院门诊就诊的患者纳入参考组,将211例自2018年8月至2019年7月在我院门诊就诊的患者纳入观察组,为参考组患者实施常规门诊管理,为观察组患者提供精益管理模式,比较2组患者门诊等候时间以及对门诊服务的满意情况。结果观察组患者挂号、就诊、缴费等时间均短于参考组,各项观察指标用时差异均存在统计学意义,P <0.05。观察组患者对就诊环境、医护人员、挂号缴费等门诊服务满意度均显著高于参考组,各项指标组间对比差异均有统计学意义,P <0.05。观察组患者护理不良事件总发生率明显较参考组低,P <0.05。结论精益管理可取得理想的门诊流程优化效果,有助于使患者门诊等候时间得到显著缩短并可提高其对门诊服务的满意度,可提升医院形象。

Objective To explore the optimization eff ect of lean management in outpatient process.Methods One hundred and ninety-three patients who were treated in our outpatient clinic from August 2017 to July 2018 were included in the reference group,and 211 patients who were treated in our outpatient clinic from August 2018 to July 2019 were included in the observation group.Implement routine outpatient management for patients in the reference group,and provide lean management models for patients in the observation group.Results The observation group's time of registration,consultation,and payment were shorter than those of the reference group,P<0.05.Patients in the observation group were signifi cantly more satisfi ed with outpatient services such as the environment,medical staff,and registered fees than those in the reference group,P<0.05.The total incidence of nursing adverse events in the observation group was signifi cantly lower than that in the reference group,P<0.05.Conclusion Lean management can achieve the optimal outpatient process optimization eff ect,help to signifi cantly reduce the waiting time of outpatients of patients,and improve their satisfaction with outpatient services.It was helpful to improve the image of the hospital.