应用精益管理降低产科门诊患者候诊时间的实践与效果  

Application of Lean Management to Reduce Waiting Time of Outpatients in Obstetrics and Gynecology

作　　者：徐玉卿[1] 莫曼莉[1] 梁洁贞[1] 黄丽华[1] XU Yu-qing;MO Man-li;LIANG Jie-zhen;HUANG Li-hua(Dongguan Maternal and Child Health Hospital,Dongguan 523000,China)

机构地区：[1]东莞市妇幼保健院,广东东莞523000

出　　处：《中国医药指南》2020年第21期284-286,共3页Guide of China Medicine

摘　　要：目的探讨精益管理在降低产科门诊患者候诊时间中的应用效果。方法成立精益小组,并到现场实地观察统计,通过产科患者就诊价值流程图、鱼骨图找出关键问题,消除就诊延误时间,提升门诊预约率,并对效果进行评价。结果产科门诊预约率从原来的23.79%提升到53.18%;产科患者预约就诊时间:非节假日降45%,节假日降25%;非预约就诊时间:非节假日降71%,节假日降56%;患者满意度从86.23%提高到93%。结论精益管理以消除浪费的核心价值优化产科就诊流程,同时也推动医院应用精益管理的理念和工具进行其他流程的改造,提升患者满意度和医院现代运营能力都有积极的作用。Objective To explore the effect of lean management in reducing waiting time for obstetric outpatients. Methods Set up lean group and observe statistics on the spot, find out the key problems through the flow chart of obstetrical patient’s visit value, fish bone map, eliminate the delay time, improve the rate of outpatient appointment, and evaluate the effect. Results The appointment rate of obstetrical clinic increased from 23.79% to 53.18%;the appointment time of obstetrical patients decreased by 45% on non-holidays and 25% on holidays;the appointment time of non-holidays decreased by 71% and holidays decreased by 56%;and the satisfaction of patients increased from 86.23% to 93%. Conclusion Lean management to eliminate waste of core value to optimize the obstetric consultation process, but also promote the application of lean management concepts and tools for other processes transformation, improve patient satisfaction and hospital modern operation ability have a positive role.

关 键 词：精益管理 产科门诊患者 候诊时间 

分 类 号：R71[医药卫生—妇产科学]