基于精益六西格玛管理的门诊服务流程优化实践

目的探索精益六西格玛管理在综合医院门诊服务流程优化中的效果,提升门诊服务,改善患者就医体验。方法运用精益六西格玛管理体系5个阶段,选取2019年5—12月168万人次门诊患者为对照组、2020年1—8月120万人次门诊患者为观察组。对照组采用常规门诊管理,观察组采用精益六西格玛管理。比较两组门诊患者就诊时间、等候时间、取药时间、满意度。结果观察组门诊患者就诊时间、等候时间、取药时间均明显小于对照组,患者满意度高于对照组,差异有统计学意义(P<0.05)。结论基于精益六西格玛管理,门诊服务流程取得了较好的改进效果,不断优化门诊资源配置,患者满意度提高,最终得出一套适用于综合医院推广和借鉴的门诊服务优化流程。

Exploration and Practice on Process Optimization of Outpatient Service in Hospital Based on Lean Six Sigma

Objective To explore the effect of lean six sigma in the process optimization of Outpatient service in general hospitals,to enhance outpatient services,and to improve patient experience.Methods Through using the 5-step method of Lean Six Sigma management system,1.68 million outpatients from May to December,2019 were selected as the control group,and 1.2 million outpatients from January to August,2020 were selected as the observation group.The control group used conventional management methods,and the observation group used lean six sigma management.Outpatients’visit time,waiting time,time of taking medicine and satisfaction of two groups were compared.Results The outpatient visit time,waiting time and medicine collection time of the observation group were significantly shorter than those of the control group,and the satisfaction degree of patients was higher than that of the control group.The difference was statistically significant(P<0.05).Conclusion Based on lean six sigma management,the outpatient service process has achieved a good improvement effect,the outpatient resource allocation is continuously optimized,and patient satisfaction is improved.Finally a set of outpatient service optimization process suitable for general hospital promotion and reference is drawn.