智慧化管理模式对提高放射治疗就诊效率和医患满意度的效果分析  

Analysis of the outcomes of radiation therapy visit efficiency and patient satisfaction improved by the intelligent management mode

作　　者：余旭 周雅娟 汪璠 沈吉 吕杰[3] Yu Xu;Zhou Yajuan;Wang Fan;Shen Ji;Lyu Jie(Department of Operation Quality Management,the Affiliated Huaian No.1 People's Hospital of Nanjing Medical University,Huaian 223300,Jiangsu Province,China;Performance Management Division/Data Center,the Affiliated Huaian No.1 People's Hospital of Nanjing Medical University,Huaian 223300,Jiangsu Province,China;Department of Radiotherapy,the Affiliated Huaian No.1 People's Hospital of Nanjing Medical University,Huaian 223300,Jiangsu Province,China)

机构地区：[1]南京医科大学附属淮安第一医院运营质量管理处,江苏省淮安市223300 [2]南京医科大学附属淮安第一医院绩效管理处/数据中心,江苏省淮安市223300 [3]南京医科大学附属淮安第一医院放疗科,江苏省淮安市223300

出　　处：《中国医疗管理科学》2025年第2期87-92,共6页Chinese Journal Of Medical Management Sciences

摘　　要：目的探索放射治疗高效运行机制,实现提质增效,全面提升医患满意度。方法采用供应商—投入—流程—产出—顾客(Supplier-Input-Process-Output-Customer,SIPOC)模型、就诊效率(Process Cycle Efficiency,PCE)分析法发现放疗全流程痛点,使用鱼骨图、名目团体法确定需要优先解决的问题;制定持续改进方案,通过加强信息化建设、建立效率监测绩效考评机制、设定改善目标等举措,优化服务流程;以上机治疗等待时间和医患满意度为观察指标,评估改进效果。结果上机治疗等待时间明显缩短,限时完成率即10天内放射治疗率由18%提升至51%;就诊效率由12%提升至16%;医患满意度显著提升,患者满意度从93%提升至98%;医生满意度从80%提升至95%,物理师和技师满意度从85%提升至95%。通过信息化建设,数据信息后台自动采集,实现放疗子系统互联互通。结论实施智慧化的放疗服务模式,对放疗流程实行全程闭环管理,提升服务能力,改善患者就医体验;搭建可视化的数据管理平台,实现数据流的互联互通,对强化质量控制、提升工作效率、激发持续改进的内生动力、提升科室综合竞争力具有明显效果。Objective To innovate a new mechanism for efficient operation of radiotherapy,thus achieving quality and efficiency enhancement,and comprehensive improvement of patient satisfaction.Methods Problems exited in the entire process of radiotherapy were identified by the SIPOC(Supplier-Input-Process-Output-Customer)model and PCE(Process Cycle Efficiency)analysis.The fishbone diagram,and nominal group technique were used to confirm the priorities to be solved.A continuous improvement plan was developed.The service process was optimized by strengthening information technology construction,establishing efficiency monitoring and performance evaluation mechanisms,and setting improvement goals.The improvement effect was evaluated by the indicators of waiting time for therapy and patient satisfaction.Results The waiting time for therapy was significantly shortened,and the time limit rate(within 10 days of radiotherapy)increased from 18%to 51%.The PCE increased from 12%to 16%.The satisfaction of both healthcare providers and patients was significantly improved.Patient satisfaction increased from 93%to 98%.The satisfaction rate of doctors increased from 80%to 95%,and that of physicists and technicians increased from 85%to 95%.Through the construction of informatization and automatic backend collection of data and information,interconnection and intercommunication of radiotherapy subsystems were achieved.Conclusion An intelligent radiotherapy service model,all-round full-loop management of the radiotherapy process,and improvement of service capabilities greatly improve the patient's medical experience.A visual data management platform is established to realize the interconnection of data streams,strengthening of quality control,improvement of work efficiency,stimulation of sustainable continuous endogenous power and the comprehensive competitiveness of the department.

关 键 词：放疗流程 智慧化 量化评价 就诊效率 满意度 

分 类 号：R197[医药卫生—卫生事业管理]