应用精益管理优化门诊流程的实践与效果  

Practice and outcomes of lean management at outpatient clinic process optimization

作　　者：陈书人[1] 王跃建[1] 杨智才[1] 梁玉颜[1] 蒋慧明[1] 陈木莲[1] 

机构地区：[1]佛山市第一人民医院,广东省佛山市528000

出　　处：《中华医院管理杂志》2013年第6期430-432,共3页Chinese Journal of Hospital Administration

摘　　要：我院针对门诊流程存在的缺陷，“挂号难”、“看病烦”等问题，于2010年8月开始采用精益思维管理，实施多元化门诊流程优化措施，通过创新预约诊疗方式及门诊全预约诊疗改善门诊患者挂号环节的流动；通过挂号收费通窗、分时段就诊使工作量均衡；通过集中式服务整合资源的方法降低人力成本，减少患者跑动次数。精益管理在医院门诊管理中起着积极作用，患者等候时间明显缩短，满意度显著提高，实现患者和医院双赢。Targeting such setbacks as ＂difficulty to register＇and ＂difficulty to see doctors＂ at outpatient clinic services, the hospital adopted the lean management since August 2010. For example, diversified reengineering of the outpatient service process in place, which has improved outpatient traffic at the registration section by means of innovated appointment mode and outpatients total reservation; workload balance by means of through-counters for registration and fee payment as well as the time- interval outpatient visits to doctors; reduced human costs and outpatient back-forth movement by means of integrated service and resources integration. Lean management plays a positive role in hospital management,as proven by much shortened outpatient waiting time, much higher outpatient satisfaction, for a win-win of both patients and the hospital.

关 键 词：精益管理 门诊流程 优化 

分 类 号：R197[医药卫生—卫生事业管理]