走动式管理在促进三级医院门诊自助一体机使用中的应用

Application of management by wandering around in promoting the use of outpatient self-service machines

目的秉持“一切以患者为中心”的宗旨,创新医疗服务模式,提高医院自助设备的使用率,进一步减少患者排队等候现象。方法依照走动式管理的指导原则,组织全体职能处室人员,进行患者使用自助一体机帮扶活动的管理实践。结果走动式管理有效地提升了自助设备的使用,2019年8月至12月自助一体机使用量比2018年同期增长了62.0%。更多的患者选择使用自助一体机进行挂号、缴费等操作,改善了患者的就医体验,为患者提供了高效便捷的门诊综合服务。结论应用走动式管理方法不仅提升了医院整体管理水平,也提升了医院的服务品质,促进了医院与患者之间的和谐关系,在走动中发现问题、解决问题、预防问题,有利于医院的精益化管理。

Objective Adhering to the tenet of patient-centered care,our hospital has innovated the model of medical services by increasing the use of hospital self-service equipment,which might further reduce the waiting time of patients.Methods Based on the principles of"management by wandering around(MBWA)",our hospital organized staff in all functional departments to help patients use self-service machines.Results After the application of MBWA,the utilization of self-service equipment increased by 62.0% during the period between August and December in 2019 compared to that during the same period in 2018.More patients chose to use selfservice all-in-one machines for registration,payment,and other operations,which improved the patient’s medical experience and provided patients with efficient and convenient outpatient services.Conclusions MBWA improves the overall management and service quality of our hospital.It improves the relationship between the hospital and patients.Identifying,addressing,and preventing problems during MBWA facilitate the lean management of our hospital.