6S精益管理优化内科门诊患者就诊流程的实践效果评价  

Evaluation of the Practical Effectiveness of 6S Lean Management to Opti⁃mise the Patient Attendance Process in Internal Medicine Outpatient Clin⁃ics

作　　者：袁慧仪 刘仲文 吕琦玲 顾仕媛 YUAN Huiyi;LIU Zhongwen;LYU Qiling;GU Shiyuan(Party Office,Shijie Hospital of Dongguan City,Dongguan 523290,Guangdong,China)

机构地区：[1]东莞市石碣医院党办,广东东莞523290

出　　处：《中国卫生产业》2024年第16期9-12,共4页China Health Industry

基　　金：东莞市社会发展科技项目(20231800938052)。

摘　　要：目的分析整顿-整理-清理-清洁-素养-安全(seiton-seiri-seiso-seiketsu-shitsuke-safety,6S)精益管理优化内科门诊患者就诊流程的效果。方法选取2022年3月—2024年4月东莞市石碣医院内科门诊51名工作人员为研究对象。2022年3月—2023年3月实施常规管理模式,设为对照组;2023年4月—2024年4月采用6S精益管理优化门诊就诊流程,设为研究组。两组分别选取600例内科门诊患者进行研究。比较两组工作质量评分、管理满意度、门诊患者就诊效率、患者对门诊服务满意度。结果研究组工作人员的服务质量、工作效率评分高于对照组,差异有统计学意义(P均<0.05)。研究组管理满意度为90.20%(46/51),高于对照组的74.51%(38/51),差异有统计学意义(χ^(2)=4.317,P<0.05)。研究组门诊患者平均等候时间、院内重复排队次数优于对照组,差异有统计学意义(P均<0.05)。研究组门诊投诉率为0.67%(4/600),低于对照组的2.50%(15/600),差异有统计学意义(χ^(2)=6.471,P<0.05)。研究组患者对门诊服务满意度高于对照组,差异有统计学意义(P均<0.05)。结论6S精益管理优化内科门诊患者就诊流程能够提高患者就诊效率,改善门诊诊疗服务质量。Objective To analyze the effect of seiton-seiri-seiso-seiketsu-shitsuke-safety(6S)lean management to optimize the process of internal medicine outpatient patient visits.Methods Fifty-one staff members of the internal medicine outpatient clinic of Shijie Hospital of Dongguan were selected for the study from March 2022 to April 2024.The routine management mode was implemented from March 2022 to March 2023,which was set as the control group.6S Lean Management was used to optimize the outpatient visit process from April 2023 to April 2024 and was set up as a study group.Two groups of 600 internal medicine outpatients were selected for the study.Quality of work scores,management satisfaction,efficiency of outpatient visits,and patient satisfaction with outpatient services were com-pared between the two groups.Results The service quality and work efficiency scores of the staff in the study group were higher than those of the control group,and the differences were statistically significant(both P<0.05).The man-agement satisfaction of the study group was 90.20%(46/51),which was higher than 74.51%(38/51)of the control group,and the difference was statistically significant(χ^(2)=4.317,P<0.05).The average waiting time and the number of repeated in-hospital queues of outpatients in the study group were better than that of the control group,and the differ-ences were statistically significant(both P<0.05).The outpatient complaint rate in the study group was 0.67%(4/600),which was lower than 2.50%(15/600)in the control group,and the difference was statistically significant(χ^(2)=6.471,P<0.05).Patients'satisfaction with outpatient services in the study group was higher than that of the control group,and the differences were statistically significant(all P<0.05).Conclusion 6S lean management optimization of internal medicine outpatient consultation process can significantly improve the efficiency of patient consultation,improve the quality of outpatient diagnosis and treatment services.

关 键 词：6S精益管理 内科门诊 就诊流程优化 效果评价 

分 类 号：R473[医药卫生—护理学]