基于精益管理构建社区体检分诊模式

The construction of community triage model based on lean production management

目的优化功能社区体检流程,提高工作效率,节约人力资源,提升客户满意度。方法运用精益思维,构建功能社区分诊模式。我机构于2019年6月开始在功能社区体检流程中实施精益化分诊模式,对2019年服务的32个功能社区和2020年服务的33个功能社区的体检人员满意度进行调查。选取2019年8月—12月201人和2020年8月—12月202人进行统计分析,评价该模式实施前后的效果。结果经对比发现实施新型分诊模式后,体检流程更顺畅,单人体检时间从111.78±28.195 min/人降低到91.46±24.409 min/人,降低了受检者时间成本;满意度从98.3±2.1%提升至100±0.0%;“精益化分诊模式”实施前后差异均有统计学意义(P<0.05)。结论建立与实施精益化分诊模式,改进了功能社区体检服务流程,对提高工作效率,节约人力资源,提升满意度是十分可行和有效的。

Objective To optimize the process of functional community health examination,advance work efficiency,save human resources and improve customer satisfaction.Methods Use lean production management to construct a functional community triage model.Our institution implemented the lean triage mode in the functional community health examination process from June 2019 and investigated the customer satisfaction degree of the 32 functional communities in 2019 and the 33 functional communities in 2020.201 people from August to December 2019 and 202 people from August to December 2020 were analyzed to evaluate the effect before and after the implementation of the model.Results We found that the examination process is smoother after the implementation of the new triage mode;the single health examination time is reduced from 111.78±28.195 min/to 91.46±24.409 min/and the time cost of the examiner has decreased;customer satisfaction increases from 98.3±2.1%to 100±0%;the difference before and after the implementation of“lean triage mode”was statistically significant(P<0.05).Conclusion It is feasible and effective to establish and implement the lean triage mode for improving the function of community health service process,advancing work efficiency,saving human resources and enhancing customer satisfaction.