以TQM理念为导向的全程管理模式在门诊服务流程再造中的应用研究

Application Research of TQM Concept Oriented Whole Process Management Model in Outpatient Service Process Reengineering

目的:分析以全面质量管理(TQM)理念为导向的全程管理模式在门诊服务流程再造中的应用研究。方法:收集2021年1月—2022年12月于北京积水潭医院贵州医院门诊就诊的880例患者作为研究对象,其中将2021年1—12月于门诊部门就诊的患者作为对照组(n=440),将2022年1—12月于门诊部门就诊的患者作为研究组(n=440),对照组采用了传统的门诊服务流程,研究组采用以TQM理念为导向的全程管理模式的门诊服务流程。收集两组患者满意度问卷分数及总满意率,忠诚度问卷分数及总忠诚率,就诊时间及就诊效率等情况。结果:研究组满意度问卷分数、总满意率、忠诚度问卷分数及总忠诚度均显著高于对照组(P<0.05)。研究组患者门诊就诊时间显著短于对照组,且研究组医生的就诊效率显著高于对照组(P<0.05)。结论:以TQM理念为导向的全程管理模式相比传统门诊流程具有整体优化、患者体验改善、全员参与和持续改进等优势,有助于提高医院的服务质量和效率,增加患者满意度。

Objective:To analyze the application research of a whole process management model guided by the concept of total quality management(TQM)in outpatient service process reengineering.Method:A total of 880 patients who visited the Outpatient Department of Beijing Jishuitan Hospital Guizhou Hospital from January 2021 to December 2022 were collected as the research subjects,the control group(n=440)consisted of patients who visited the Outpatient Department from January to December 2021,and the study group(n=440)consisted of patients who visited the Outpatient Department from January to December 2022.The control group used traditional outpatient service processes,TQM oriented concept whole process management model was adopted by the study group for outpatient service processes.Patient satisfaction questionnaire scores and total satisfaction rate,loyalty questionnaire scores and total loyalty rate,visit time,and visit efficiency were collected between the two groups.Result:The score of satisfaction questionnaire,total satisfaction rate,loyalty questionnaire and total loyalty in the study group were significantly higher than those in the control group(P<0.05).The outpatient treatment time of the study group was significantly shorter than that of the control group,and the treatment efficiency of the doctors in the study group was significantly higher than that of the control group(P<0.05).Conclusion:Compared with the traditional outpatient process,the whole process management model guided by the concept of TQM has the advantages of overall optimization,patient experience improvement,full participation and continuous improvement,which helps to improve the service quality and efficiency of the hospital,increases patients'satisfaction.