基于品管圈提高门诊预检有效率  

Efficiency Improvement of Outpatient Pre-examination Based on Quality Control Circle

作　　者：沈吉萍 叶杨 刘燕芳 李月圆 包倩倩 陈珏 SHEN Jiping;YE Yang;LIU Yanfang;LI Yueyuan;BAO Qianqian;CHEN Jue(Outpatient Department,Changhai Hospital,Naval Medical University,Shanghai 200433)

机构地区：[1]海军军医大学附属长海医院门诊部,上海200433

出　　处：《解放军医院管理杂志》2019年第3期226-229,共4页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：目的探讨如何完善就医流程,提升预检分诊能力和有效预检率,降低护患矛盾,提高患者满意度。方法通过开展品管圈活动建立品管圈小组,查检1万名患者及家属,收集影响门诊有效预检的原因数据,探索影响门诊预检有效率的真正原因,并制定相应措施,比较品管圈实施前后的预检有效率。结果通过开展品管圈活动,门诊预检有效率由24%提高至45%,改善幅度达87.5%。结论开展品管圈活动能够有效地提高预检有效率,提高患者对医院的依赖度,提高门诊服务质量,保证患者准确预检分诊,减轻病痛,提高患者对门诊的信任,减少医务人员的无效忙碌,提高工作效率。Objective To explore how to improve the medical treatment process,enhance the triage ability and precheck efficiency,reduce the contradiction between the doctors and patients,and improve patients' satisfaction.Methods A group of quality control circle was set up by carrying out the activities of quality control circle,to check 10 thousand patients and their family members,collect the data that affect the effective precheck of outpa?tient service,explore the reasons that affect the efficiency of the outpatient precheck,and make the corresponding measures.Compare the efficiency of precheck before and after the implementation of quality control circle.Results Through the implementation of quality control circle,the efficiency of outpatient precheck increased from 24% to 45%,and the improvement rate was 87.5%.Conclusion The implementation of quality control circle can effectively improve the efficiency of precheck,improve patients’trusts in the hospitals,and improve the quality of outpa?tient service,and reduce the medical staff's inefficiency and improve work efficiency.

关 键 词：品管圈 就医流程 分诊能力 预检有效率 

分 类 号：R197.32[医药卫生—卫生事业管理]