目的 优化门诊输液中心的工作流程,提高服务质量.方法 对某医院门诊输液中心的工作流程进行调查,针对输液流程中的瓶颈环节进行优化,观察现行的工作流程和流程优化后患者的候诊时间.结果 在现行的工作流程模式下,患者的平均候诊时间较长.通过优化输液流程,患者的平均候诊时间和最大候诊时间可分别从15.87分钟和28.02分钟缩短为5.72分钟和10.87分钟.结论 优化后的输液流程在患者候诊时间和服务质量方面比较合理,是输液中心较好的运行方案.%Objective In order to improve the outpatient infusion center's work process as well as the service quality. Methods A field study is conducted at a patients'infusion center. The bottleneck was analyzed in the process and the infusion process was optimized. Then compare the current work process with the improvement program. Results Under the current work process pattern, the patients' average waiting time was relatively long.Through the optimized infusion process, the average waiting time can be shorten from 15. 87 minutes to 5.72minutes,and the maximum waiting time can be shorten from 28.02 minutes to 10.87 minutes. Conclusion The new program plays roles in shortening patients'waiting time and improving service quality.
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