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題 名 | 運用精實手法改善65歲以上糖尿病病人就醫空間與動線之客訴占率=Optimizing Clinical Space Utilization and Patient Flow through the Application of Lean Practices to Reduce Complaints from Diabetic Patients over 65 Years |
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作 者 | 陳怡瑜; 洪睿妤; 王芷郁; 蕭伊祐; 連偉成; 李玉珍; 陳佳蓉; | 書刊名 | 醫務管理期刊 |
卷 期 | 24:4 2023.12[民112.12] |
頁 次 | 頁389-407 |
分類號 | 419.29 |
關鍵詞 | 糖尿病病人; 精實手法; 客訴占率; Diabetic patients; Lean management; Customer complaint rate; |
語 文 | 中文(Chinese) |
DOI | 10.6174/JHM.202312_24(4).389 |
中文摘要 | 目的:不良就醫空間及動線常會造成病人抱怨與客訴,本專案期望運用精實手法改 善糖尿病病人就醫空間與動線後,能降低客訴占率、增進高齡糖尿病病人就醫之滿 意度及安全,提高照護水平。 方法:本專案研究期程自 2020/02/01 至 2021/01/31 止,由文獻探討得出透過集中 就醫動線思維,設置符合 65 歲以上與行動不便糖尿病病人的空間、運用精實手法 進行增加醫材設備、硬體空間調整、簡化就醫流程圖與製作目視化指標之改善方 案。以自擬「65 歲以上糖尿病病人就醫空間與動線滿意度調查表」,採隨機調查 74 位糖尿病病人,獲得前測(2020/02/15-02/27)及後測(2020/10/01-10/31)的滿 意度。 結果:65 歲以上糖尿病病人就醫空間與動線之客訴占率由 28.2%(11/39)下降為 0%(0/14),平均滿意度由 60.8% 提升至 95.4%,並增加照護相關滿意度與讚美件 數。 結論:本專案能有效改善 65 歲以上糖尿病病人就醫空間與動線之客訴占率,並增 進滿意度、照護品質及提高院譽。 |
英文摘要 | Objectives: The underutilization of clinical space often results in ineffective patient flow, leading to lower patient satisfaction. This project aimed to optimize patient flow and clinical space by applying Lean Six Sigma thinking and practices to reduce patient complaints and improve patient safety and satisfaction, hence improving the overall quality of care for elderly diabetic patients. Methods: This project was implemented from February 1, 2020, to January 31, 2021. For diabetic patients over 65 years old and with limited mobility, the project team maximized the utility of available clinical space by applying Lean practices to focus on patient flow along with the added medical supplies and equipment, simplify treatment process flow, and implement visual aids where applicable. A self-developed “Survey Form on Satisfaction with Medical Space and Circulation Lines for Diabetic Patients Over 65 Years Old” and the pre-test (February 15–27, 2020) and post-test (October 1–31, 2020) satisfaction questionnaires were completed by 74 diabetic patients. Results: The rate of complaints regarding medical space and patient flow among diabetic patients over the age of 65 decreased from 28.2% (11/39) to 0% (0/14), average satisfaction rate increased from 60.8% to 95.4%, and nursing-related satisfaction increased with the number of compliments. Conclusions:This project can effectively reduce complaints and improve satisfaction among diabetic patients over 65 years old with the proper utilization of clinical areas and effective patient flow, and overall improved quality care and hospital reputation. |
本系統中英文摘要資訊取自各篇刊載內容。