基于六西格玛方法学的门诊运营管理体系建设

Implementing operational management system of outpatient service based on six sigma methodology

目的建立门诊运营管理体系,提高患者满意度。方法采用六西格玛方法学的定义、测量、分析、改进、控制5个阶段,确定8个过程指标,构建门诊运营管理体系。结果通过定义门诊运营管理体系框架,测量和分析8个门诊运营要素,提出并实施改进方案,门诊就诊直通率、无关标识率、诊室空置率、短期内能改善的不满率、重复发生的不满率、检查医嘱未及时执行率、检验医嘱未及时执行率、退改费率均得到改善(P<0.05),医院第三方门诊满意度从86.6%提高到了90.2%。结论门诊运营管理体系可升级门诊运营管理测量标准、精准指导门诊现场的持续改进。

Objective To improve patient satisfaction by implementing outpatient operational management system.Methods 8 process indicators were identified following 5 phases of define,measure,analysis,improve and control based on Six Sigma methodology,to establish operational management system of outpatient service.Results By defining the framework of outpatient operation management system,measuring and analyzing 8 outpatient operational elements,proposing and implementing improvement plans,the rate of outpatient pass-through,the rate of unrelated signs,the rate of unoccupied treatment rooms,the rate of non-improved dissatisfactions,the rate of repeated dissatisfactions,the rate of not-on-time delivery tests,the rate of not-on-time delivery examinations,and the rate of canceled or changed medical bills were all improved(P<0.05),and the satisfaction rate by third-party auditing was increased from 86.6%to 90.2%.Conclusion Operational management system of outpatient service upgraded measurement standard,which ensuring continuous improvement on outpatient site.