利用价值流图提升办理入院手续患者满意度的实践  

Study on Reconstruction of Admission Procedure to Improve Patient Satisfaction Using Value Stream Map

作　　者：柯兰兰 陈伟飞[2] 洪卢晓 

机构地区：[1]恩泽医院入院管理中心 [2]台州医院 [3]恩泽医院公卫中心

出　　处：《医院管理论坛》2017年第12期15-18,共4页Hospital Management Forum

摘　　要：目的了解在全院床位集中调配模式下,住院患者办理入院手续过程的感受,以提高办理入院阶段的患者就医体验满意度。方法通过现场观察将病人、工作人员的每个流程列出,测量每个步骤所需的平均时间,区分增值时间还是浪费时间,征询并观察每个步骤中病人及工作人员的需求感受与表情,分析每个步骤的有效率。据此绘制当前办理住院的价值流图,与团队成员达成了现状问题的共识,从价值流图中识别浪费,区分浪费,找出浪费的主要原因,提出具体的改善方案。结果病人对如何办理住院手续不清楚(含不知地点)(38%)、预约病人对检查注意事项不清楚(48%)、拨打预约电话后病人对告知内容不清楚(25%)、入院前检查等待时间长、非预约住院等待时间长为影响患者就医体验的主要原因。经过改进,办理入院阶段满意度从86.1%提高到93.9%。结论利用价值流图分析制定改进措施并加以实施,提高了全院床位集中调配模式下办理入院阶段的患者就医体验满意度。Objective To understand patients experience of admission procedure under the mode of centralized bed deployment in the hospital, so as to improve patient satisfaction in the admission process. Method Listed each step of patients and staff in the whole process of admission through observation, measured the average time of each step, identified value-added time or waste time, inquired and watched the demand, feeling and expression of patients and staff in each step, and analyzed the result of each step. Results from observation and analysis were referred to draw the value stream map （VSM） of admission process. The team members reached an agreement on existing problems, identified waste time steps, found out reasons for waste, and proposed detailed improvement plan. Results Patients being unknown about how to handle admission formalities （including unknown about place） （38%）, patients with appointment being unclear about precautions of examinations （48%）, patients being unclear about what they were told after calling for appointment （25%）, long waiting time for examination before admission, and long waiting time for admission without appointment were main factors affecting patients＂ experience. Through improvement measures, patient satisfaction with handling admission formalities increased to 93.9% from 86.1%. Conclusion Formulating improvement measures according to VSM and implementing the measures increased patient satisfaction with medical experience during admission process under the mode of centralized bed deployment in the hospital.

关 键 词：价值流图 就医体验 持续质量改进 

分 类 号：R197.32[医药卫生—卫生事业管理]