精益管理对改善CT和MRI检查服务流程的应用效果  

Application of Lean Management in Improving the Service Process of CT and MRI Examinations

作　　者：邹瑜 孔德香[1] 汪璠 姜婷婷 刘燕丹 高勇[1] Zou Yu;Kong Dexiang;Wang Fan;Jiang Tingting;Liu Yandan;Gao Yong(Huai'an First Hospital Affiliated to Nanjing Medical University,Huai'an Jiangsu 223300,China)

机构地区：[1]南京医科大学附属淮安第一医院,江苏淮安223300

出　　处：《医疗装备》2023年第11期38-41,45,共5页Medical Equipment

基　　金：江苏省医院协会专项研究课题(JSYGY-3-2021-PJ104)。

摘　　要：该研究通过跟进大型公立医院CT、MRI检查服务流程,运用现况价值流程图(SIPOC)详细分析流程步骤,利用现场访谈、流程图、根因分析法等科学管理工具查找出CT、MRI检查服务效率(真正作业时间/流程总时间,PCE)低的原因,并提出优化措施:通过整合人力及设备资源提升资源利用率;通过制定并实施CT、MRI检查关键效率指标考核方案,完善绩效考评体系,发挥绩效正性激励作用,提高人员工作积极性;通过开发“诊间结算”功能、上线并使用“全景预约服务”系统及“影像云”系统,加强医院信息化建设,提高智慧医院水平,改善患者CT、MRI检查服务体验。实践证明,通过多种精益管理举措全面优化CT、MRI检查服务流程及就诊路线,消除了CT、MRI检查服务流程中的非价值流程,缩短了患者CT、MRI检查预约等候时间及取片等候时间,将CT、MRI检查服务效率由1.57%提升至6.22%,提升了CT、MRI检查服务品质,方便患者就医,体现了医院“以患者为中心”的服务宗旨。With follow-up on the entire process of CT and MRI examination services in large public hospitals,by using the present value Flow chart(SIPOC),the various steps involved in the process were analyzed in detail.By utilizing scientific management tools such as on-site interviews,flowcharts,and root cause analysis,the reasons for low efficiency(real operation time/total process time,PCE)of CT and MRI examination services were identified.By integrating human and equipment resources to improve the utilization rate of human and equipment resources,the assessment plan for key efficiency indicators of CT and MRI examinations was formulated and implemented.In addition,with the improvement of the performance evaluation system,the positive incentive effect of performance was exerted to enhance the work enthusiasm of personnel.The development of the"inter diagnosis settlement"function,as well as the launch and use of the"panoramic appointment service"system and the"imaging cloud"system,have strengthened the hospital's information construction,reflected the level of smart hospitals,and improved the patient's CT and MRI examination service experience.In this project,various lean management measures were taken to comprehensively optimize the CT and MRI examination service processes and treatment routes,eliminate non value processes in the CT and MRI examination service processes,shorten the waiting time for patient CT and MRI examination appointments and film retrieval,increase the efficiency of CT and MRI examination services from 1.57%to 6.22%,improve the quality of CT and MRI examination services,facilitate patient medical treatment,and reflect the hospital's"patient-centered"service purpose.

关 键 词：精益管理 现况价值流程 价值流程 非价值流程 检查服务效率 

分 类 号：R197.3[医药卫生—卫生事业管理]