精益管理有效降低预约挂号的取消率、失约率和迟到率  

Lean Management can Effectively Reduce the Rate of Missed Appointments,the Appointment Registration Rate and The Late Rate

作　　者：陈润钿[1] 陈书人[1] 尹志坚[1] 卢银菊[1] 

机构地区：[1]佛山市第一人民医院,528000

出　　处：《现代医院》2016年第2期233-235,238,共4页Modern Hospitals

摘　　要：在推广门诊预约挂号就诊的实施过程中,不可避免的存在预约挂号后失约率高,取消率高,不按预约时间就诊的迟到率高,从而导致医生工作效率低,我们简称"三高一低"现象。在一定程度上造成老百姓挂号难,老百姓挂不到号不满意;其次是病人迟到就诊,不同程度上影响医生工作效率,医生也不满意。这些现象直接而且严重影响到预约就诊做法的推广。为扭转该现象,我们制定"预约就诊信誉度综合管理办法",对预约诊疗实施精益化管理,实施一年后,预约挂号的取消率、失约率和迟到率分别从原来的23.2%、15.6%和4.09%下降至15.2%、8.7%和1.28%,分别下降8个百分点、7个百分点和2.8个百分点,效果显著,大大提高病人和医生的满意度。In the process of promoting the implementation of the outpatient making an appointment to see a doctor,there inevitably exits the following phenomena： the high non- attendance rate,high cancellation rate,high delay rate,all these make the low work efficiency rate. To a certain extent,firstly,all above make more difficult to register,people will be unsatisfied when people can＇t register; secondly,because of the late of seeing the doctor,doctors will be also annoyed about the low working efficiency. All the phenomena directly and seriously affect the promotion of pre- register. To change the current situation,we formulate the ＂Integrated management measures of credit of pre- register＂,Implementation of lean management in the diagnosis and treatment. A year later,the rate of cancellation and non- attendance and late are from the original 23. 2% and 15. 6% and 4. 09% now down to 15. 2% and 8. 7% and 1. 28%,fell to 8 percentage points and 7 percentage points and 2. 8 percentage points respectively. The effect is remarkable,and now please let me share the experience and discuss with all of you.

关 键 词：精益管理 预约挂号 

分 类 号：R197.323.2[医药卫生—卫生事业管理]