摘要
目的探讨精细化管理在儿科门诊服务模式中创新性作用。方法引入精细化管理理念和技术,针对儿科门诊候诊时间长、就诊环境差、医患沟通不佳等现存问题,采取规范化服务行为、合理调配人力资源、引入流程管理、缩短等候时间、加强医患沟通、改善就医环境等细节管理。结果采取精细化管理后有效缩短了预约患儿的等候时间和平均等候时间,提高了预约率,提高了患儿家属的满意度,提高了儿科门诊的运行效率。结论在儿科门诊服务中推行的精细化管理模式是行之有效的管理创新方法,值得推广。
Objective To explore the innovative role of fine management in the service model of outpatient department of Pediatrics. Methods Introducing fine management concept and technology, and target at existing problems including long outpatient waiting time, poor medical environment, bad doctor-patient communication, taking standardized service behavior, rationally allocating human resources, introducing process management, shortening waiting time, strengthening the doctor-patient communication, improving medical environment and other detail management.Results After taking the fine management,the waiting time for appointed patients and average waiting time were effectively shortened, the appointment rate and satisfaction rate were increased. Therefore, the operation efficiency of outpatient department of pediatrics were improved.Conclusion Fine management model in the outpatient department of pediatrics is an effec- tive innovative management method and is worth promoting.
出处
《解放军护理杂志》
CSCD
2014年第10期55-57,共3页
Nursing Journal of Chinese People's Liberation Army
基金
浙江省医院协会康恩贝医院管理软科学研究项目(2010ZHA-KEB325)
关键词
儿科门诊
精细化管理
服务
流程
创新
outpatient department of pediatrics
service
process
innovation
