探索精益六西格玛管理在综合医院门诊服务流程优化中的效果

Exploration on the Effect of Lean Six Sigma Management in the Optimization of Outpatient Service Process in General Hospital

目的分析精益六西格玛管理在综合医院门诊服务流程优化中的效果。方法江阴市人民医院从2020年开始在综合医院门诊服务中应用精益六西格玛管理模式进行服务流程优化,将优化后的1年时间(2020年1~12月)作为该研究观察组,将优化前的1年时间(2019年1~12月)作为该研究对照组,两组分别选取2000例患者作为研究对象,对比两组在门诊的就诊时间、等候时间、取药时间以及对门诊服务的满意度。结果观察组患者就诊时间、等候时间以及取药时间均短于对照组(P<0.05);观察组患者门诊服务满意度为99.55%,明显高于对照组门诊服务满意度97.65%(P<0.05)。结论精益六西格玛管理用于综合医院门诊服务流程优化中具有良好作用,能明显改善门诊服务质量,获得门诊就医患者更高的满意度,利于医院良好社会形象的建立,值得广泛应用。

Objective To analyze the effect of Lean Six Sigma Management(LSSM)in outpatient service process optimization in general hospital.Methods Jiangyin people's hospital has applied the LSSM model to optimize the service process in the outpatient service of general hospitals since 2020.The optimized one-year period(January to December 2020)is taken as the research observation group,and the one-year period before optimization(January to December 2019)is taken as the research control group.2000 patients in the two groups are selected as the research objects respectively,the treatment time,waiting time,drug taking time and satisfaction with outpatient service were compared between the two groups.Results The treatment time,waiting time and drug taking time in the observation group were shorter than those in the control group(P<0.05);the outpatient service satisfaction of patients in the observation group was 99.55%,which was significantly higher than 97.65%in the control group(P<0.05).Conclusion LSSM plays a good role in the optimization of out-patient service process in general hospitals,which can significantly improve the quality of out-patient service and obtain higher satisfaction of out patient patients,and is conducive to the establishment of a good social image of the hospital,which is worthy of wide application.