目的 探讨团体体检据实结算的方法，提高体检中心接检人员的工作效率和质量。 方法 采用六西格玛法, 并通过其定义、测量、分析、改进、控制5个步骤，研究并改进团体据实结算的方法，同时对比分析方法改进前后，“清理分检未完”的单次工作量、单次制表时间、单次核实时间以及缺陷发生率。 结果 方法改进后，“清理分检未完”的单次工作量变化无统计学意义（P＞0.05）；单次制表时间由（4.23 ± 0.43）h缩短至（0.06 ± 0.01）h、单次核实时间由（3.18 ± 0.46） h缩短至（1.07 ± 0.01）h、缺陷率从4.83%降至0.69%（P＜0.01）,达到了预期目标。 结论 运用六西格玛法可以发现流程中存在的关键问题,从而提出有针对性的改进措施,提高工作效率和质量。
【摘要】 目的 探讨如何通过流程优化应对体检高峰期。 方法 通过体检高峰期流程优化前后（2008年与2010年）的管理成效对比，评估高峰期流程控制的有效性。 结果 体检高峰期流程优化后，平均候检人数由8人下降至3人、平均侯检时间由11.9 min下降至4.2 min，平均体检时间由175 min下降至130 min。体检者对体检环境、服务态度和服务质量的满意度均高于优化前，差异有统计学意义（Plt;0.05）。 结论 通过流程优化与控制有效地缓解了高峰期体检人员等候时间过长现象，极大地提高了体检者满意度，保障了健康体检工作质量。【Abstract】 Objective To explore how to cope with the peak flow of physical examination through the process optimization. Methods Evaluate the utility of the process control at physical examination peak flow, by contrasting the management effect before and after the physical examination peak flow optimization (2008 and 2010). Results After the process optimization in peak flow, the average number of people waiting to be checked is down to 3 from 8, the consumers′ satisfaction with the medical environment, service attitude and the service quality is higher than before optimization, the difference was significant (Plt;0.05). Conclusion Through the process optimization and control effectively relieve the time for waiting to be examined, greatly enhance the satisfaction of people who take physical examinations and ensure the quality of physical examination.
Objective Based on the PSQ-18 scale, to evaluate the effects of disease classification early warning system (DCEWS) on operation quality of health examination center (HEC). Methods By means of the comparable and retrospective cohort study methods, using “PSQ-18” of American Rand Corporation as a tool, taking the date when HEC implemented DCEWS as node, and adopting statistic software for random sampling, it was divided into two groups: the traditional group (before implementing DCEWS, n=475) and the early warning group (after implementing DCEWS, n=473). The PSQ-18 scale scores of both groups were analyzed so as to assess the effects of DCEWS on HEC. Results Such factors as sex, age, education level and family average monthly income had certain effects on the score of PSQ-18, but there was no significant difference between the two groups (Pgt;0.05); in the following 4 dimensions as the ways of interpersonal communication, degree of doctor-patient communication, convenience degree and the overall satisfaction of patients, the PSQ-18 scores of the traditional group and the early warning group were 4.0±0.92/4.2±0.97, 3.8±0.94/4.0±0.96, 4.4±0.60/4.6±0.6, 4.2±0.87/4.4±0.94, respectively, with significant differences (all Plt;0.05). Conclusion The implementation of “Disease classification early waning system” can significantly increase the “patient satisfaction” of health examinees, and can significantly improve the operation quality of health examination center.
目的 探讨营销服务理论（8P）在体检信息系统建设中的应用与实践效果。 方法 借鉴8P理论与理念，以现代信息技术为手段,设计和构建以客户为中心的体检信息系统。 结果 体检信息系统的建立，优化了体检流程，提高了服务效率和报告质量，增加了客户满意度，取得良好的经济和社会效益，为健康体检工作的数字化、规范化管理奠定了良好的基础。 结论 加强体检中心的信息化系统建设，能全面提升中心的工作效率和服务质量,增强市场竞争力。