精益管理在甲状腺穿刺预约流程优化中的应用

目的利用精益管理理论,优化甲状腺穿刺预约流程。方法以2019年6月至2019年9月中日友好医院超声科行甲状腺穿刺预约的患者为研究对象。分定义、测量、分析、改进和控制5个阶段进行。随机纳入流程改进前50例患者为对照组,流程改进后50例患者为研究组,共收集100例患者,比较两组患者的预约流程总时间,预约流程总行走距离与往返次数,以及患者满意度。结果改进后患者预约流程总时间由(58. 6±31. 5) min降为(32. 5±12. 8) min,患者满意度评分由3. 3分升高至4. 3分;行走距离由(90～546) m变为(94～219) m,其中涉及超声科开检查申请单和缴费行走距离由(78～149) m降为7 m;总排队次数从3～7次降为1～2次。结论基于精益管理优化方法,可以优化穿刺患者预约诊流程,提高患者满意度,有利于医院整体资源更高效运行。

Application of lean management in the optimization of thyroid puncture appointment process

Objective To optimize the appointment process of thyroid fine needle aspiration by using the theory of lean management.Methods From June to September 2019,the patients who had thyroid puncture appointment in the ultrasound department of China-Japan friendship hospital were studied.Fifty patients before and after the process improvement were randomly included in the control group and 50 patients after the process improvement were in the study group.A total of 100 patients were collected.The total time of the appointment process,the total walking distance and the number of round trips of the appointment process,and the patient satisfaction were compared between the two groups.Results After the improvement,the time of appointment process was reduced from(58.6±31.5)min to(32.5±12.8)min;the satisfaction score of patients was increased from 3.3 to 4.3;and the walking distance was reduced from(90~546)m to(94~219)m,among which the walking distance involving the application form and payment of ultrasound examination was reduced from 78-149 m to 7 m,the total number of waiting in queues reduced from 3-7 to 1-2.Conclusions Based on the optimization method of lean management,it can optimize the process of patients’appointment and improve patients’satisfaction,which is conducive to the more efficient operation of the hospital’s overall resources.