摘要
目的通过对大型医院患者入出院服务流程的精实管理,提高患者满意度。方法分析现况价值流程(SIPOC),计算出入院PCE(有效时间比例),找出原因并提出改善措施。结果优化流程后,入院流程PCE由19.2%提升至36.4%,出院流程PCE由8.8%提升至31.3%。结论通过对大型医院患者入出院服务流程精实管理,达到缩短患者等候时间,提高服务质量的效果。
Objective To raise patients’satisfaction rate through the lean management of admission and discharge service process for patients in a large-scale hospital.Methods This paper analyzed the current value process(SIPOC)and calculated PCE(effective time proportion)in the admission and discharge service process,in order to find out the reasons and put forward improvement measures.Results After the optimization of the process,PCE in admission process increased from 19.2%to 36.4%,while PCE in discharge process increased from 8.8%to 31.3%.Conclusion The lean management of the admission and discharge service process for patients in large-scale hospitals helps shorten patients’waiting time and improve the quality of service.
作者
李朝阳
刘燕丹
王志粉
于芹
韩蔚
周立涛
LI Chaoyang;LIU Yandan;WANG Zhifen;YU Qin;HAN Wei;ZHOU Litao(Medical Equipment Department,Huai’an First Hospital Affiliated to Nanjing Medical University,Huai’an 223300;Office of Operational Quality Management,Huai’an First Hospital Affiliated to Nanjing Medical University,Huai’an 223300;Department of Medical Affairs,Huai'an First Hospital Affiliated to Nanjing Medical University,Huai’an 223300)
出处
《解放军医院管理杂志》
2021年第1期45-48,共4页
Hospital Administration Journal of Chinese People's Liberation Army
基金
江苏省医院协会医院管理创新研究面上指导课题(JSYGY-3-2018-298)
2018年度淮安市自然科学软课题立项项目(KX2018081)。
关键词
精实管理
大型医院
入出院流程
lean management
large-scale hospital
admission and discharge process
