中文摘要：

目的：了解精益化管理在大型医院门诊流程优化中的效果。方法对2013年2月6日至2月10日来我院门诊就诊的患者,在就诊各环节人流情况作现场调研统计后,找出问题,采取精益管理思维方式[1],优化就诊流程、强化分层就诊,整合窗口,号源细分时段预约和细分就诊时段的方式,且定期追踪,持续改进。结果无论是现场办卡、现场挂号、预约挂号、收费窗口及各候诊区,人流量都较拥挤,尤其是候诊区等候的人群最高峰达3720人,拥挤时间主要集中在9∶00~11∶30,通过流程优化改进后,各窗口人流拥挤有一定改善,患者满意度由原来的91%上升至93%。结论运用精益化的管理思维作门诊流程的改进及优化,对门诊的管理及患者的感受度都有较好的效果。

英文摘要：

Objective To understand the effect of PDCA management in the optimization of outpatient process in a large hospital. Methods Doing the site survey and investigation into the outpatient patients on February 6 to February 10, 2013 in each outpatient service process. the problems were foud out under the guiding of PDCA management thinking, then optimizing treatment processes, strengthening stratified treatment, integrating the service window and subdividing the appointment registration and treatment. In addition, the regular follow-up and continuous improvement were done. Results The flow of peoples were large, whether the area of on-site card-applying, on-site registration, appointment registration, cashier window or the waiting area, especially the waiting area of which the highest peak of population reached to 3720. The rush hour mainly concentrated at 9：00~11：30. Through the improvement and optimization of process, the degree of congestion in each area had been improved and the pa-tient satisfaction increased from 91% to 93%. Conclusion The use of PDCA management thinking for improvement and optimiza-tion of outpatient process is very effective for outpatient management and perception of patients.