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題 名 | 門診流程管理:縮短病患等候時間--以某署立醫院為例=Outpatient Service Workflow Management: Wait Time Shortening (An Example of Regional Hospital) |
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作 者 | 袁莉婷; | 書刊名 | 銀樺學誌 |
卷 期 | 2:4 2004.07[民93.07] |
頁 次 | 頁85-99 |
分類號 | 419.2 |
關鍵詞 | 門診; 流程管理; 等候時間; Outpatient service; Workflow management; Wait time; |
語 文 | 中文(Chinese) |
中文摘要 | 醫院的「門診等候時間」問題,在現今講求效率與重視時間的社會中,已越來越無法令顧客接受,而在各項服務品質的指標中,對病患最直接的感受就是等候看診時間,故預約看診時間與實際就診之等待時間長短,將直接反應於醫院之管理績效與對病患之服務品質。所以,縮短門診等候時間一直是相當重要的課題。 本研究主要目的在探討醫院門診病患掛號等候之問題,針對其門診病患掛號、候診、藥局、檢驗、放射、批價……等科別,來探討影響門診等候時間最長的因子,經調查結果以「放射科X光室照射時間」最耗時,為了改善此現象,本專案設計採用流程管理模式導入,讓本院門診作業流程有一套完整的作業模式,並根據特性要因以腦力激盪方式,及運用品管手法來進行對策方案進行改善,提出解決之道,並訂定一套標準作業程序(SOP),讓員工有所依據遵循,減少病患等候時間,以滿足醫護人員及病患的需求。此專案透過改善行動,建立標準化流程後,已明顯改善病患等候時間之現象,因此,可確認本方案是有顯著效益。 |
英文摘要 | In today attach importance to efficient and time society, “Outpatient service wait time” problem is less tolerable by the hospital customers. Patients would be affected directly by “wait time” from any service quality indicators. The many “waits”- from scheduling an appointment to sitting in the waiting room for the appointment-- can be measured to reflect hospital management effectiveness and customer service quality. Therefore, it is an important issue to study the wait time shorting for outpatient service. This study aimed to understand the waiting time issue throughout the outpatient service patient appointment processes, including waiting in line for reservation, outpatient service, prescription drug disbursement, diagnosis, radiation service, payment, etc. Among all, the wait time for “X-Ray Room” was identified as the longest. In order to improve it, workflow management model was employed in this project to have a complete workflow procedure. In addition, improvement counterplot was set up by brainstorm in characteristics and quality control process. Standard operating procedure (SOP) to make all employees followed. It is content with the requirement of hospital workers and patients by shorting patients' wait time. The project successfully resulted in reduced wait time and improved service quality. Therefore, we can conclude that this validity of this project. |
本系統中英文摘要資訊取自各篇刊載內容。