应用精益管理DMAIC方法提高患者订送餐满意度  

Lean management DMAIC in improving patients' satisfaction of Ordering and delivering meals

作　　者：陈蓓蓓[1,2] 胡炜[2] 王赛赛[2] 洪其军 吴波[2] 

机构地区：[1]杭州市妇产科医院,浙江杭州310008 [2]台州市中心医院,浙江台州318000

出　　处：《浙江医学教育》2016年第4期42-44,共3页Zhejiang Medical Education

摘　　要：目的:探讨开展精益管理DMAIC方法对患者订送餐满意度的影响。方法:选取2013年7月至2014年3月实施精益管理前患者订送餐满意度为对照组;2014年7月至2015年3月,开展精益管理后患者订送餐满意度为观察组。比较2组患者住院期间订送餐满意度。结果:实施精益管理后订送餐满意度得分为86.42分,高于改进前的73.13分,差异具有统计学意义(P<0.05)。结论:精益管理DMAIC方法应用于实践可提高医护人员整体素质,改善医患关系,提高患者订送餐满意度,值得推广。Objective ] To study the influence about patients’ satisfaction of ordering and delivering meals with the method of lean management DMAIC .[Method]Patients enrolled in our hospital from July 2013 to March 2014 were selected as control group .Patients who were received lean management DMAICin ordering and deliver meals from July 2014 to March 2015 were selected as observation group .The satisfaction of ordering and deliver meals of these two groups during hospitalization was com-pared .[Result] The average score of satisfaction increased 13 .29% after carrying out the lean management .There was signifi-cant difference between two groups （ P〈0 .05） .[Conclusion] The method of lean management DMAIC is worth promoting which could improve the staff overall quality ,the doctor-patient relationship and the patients’ satisfaction of ordering and de-liver meals .

关 键 词：精益管理 DMAIC 订送餐 满意度 

分 类 号：R471[医药卫生—护理学]