应用六西格玛管理方法缩短门诊患者摄片等候时间  

Applying Six Sigma management to shorten the waiting time of outpatients accepting radiography

作　　者：郑淑梅[1] 高波[1] 王秀兰[1] 孙丽琴[1] 苑丽华[1] 韩忠丽[1] 

机构地区：[1]哈尔滨医科大学附属第二医院放射科,哈尔滨市150086

出　　处：《中华护理杂志》2010年第4期328-329,共2页Chinese Journal of Nursing

摘　　要：目的探讨应用六西格玛管理方法缩短门诊患者摄片无效等候时间,以提高患者对放射科医疗服务质量的满意度。方法运用六西格玛五步法,通过调查和分析,确定门诊患者摄片流程中的质量关键点,采取相应措施对影响等候时间的关键因素加以改进,并与改进前进行比较。结果患者摄片等候时间平均缩短了25.2min,患者对摄片等候时间的不满意率下降了18%。结论六西格玛管理方法在门诊放射科的应用,有效地缩短了患者摄片等候时间,提高了患者满意率。Objective To evaluate the efficacy of Six Sigma management for shortening the waiting time of outpatients accepting radiography and improving patient satisfaction. Methods Six Sigma management was applied to identify the key points critical to quality in the process of radiography,analyze the factors influencing the waiting time,and take targeted measures to modify the process. Results The waiting time of patients accepting radiography was reduced by an average of 25.2min and the rate of dissatisfaction was decreased by 18%. Conclusion The application of Six Sigma management can effectively shorten the waiting time of outpatients accepting radiography and increase patient satisfaction.

关 键 词：门诊病人 放射科 医院 组织和管理 

分 类 号：R197.3[医药卫生—卫生事业管理]