運用資訊系統改善腹部超音波檢查前置等候時間與滿意度

INFORMATION SYSTEM TO CHANGES TO IMPROVE OUTPATIENTS' WAITING TIME AND SATIS FACTION ON ABDOMINAL ULTRASONIC EXAMINATION

蔡素慧(Su-Hui Tsai) ； 陳怡靜(Yi-Ching Chen) ； 楊素月(Su-Yueh Yang)

《秀傳醫學雜誌》 16卷2期 (2017/12) Pp. 88-97

https://doi.org/10.3966/156104972017121602004

摘要

南部某區域教學醫院於2013 年「超音波檢查等候時間」之滿意度為76.12%，平均等候時間為38.9 分，與上期之滿意度比較，滿意度下滑1.97%，因此期盼透過資訊系統輔助改善腹部超音波檢查前置等候時間與滿意度。實施之改善方案包含三項資訊系統改革：1. 線上排程數位化：與資訊討論建立線上排程、宣導門診排程數位化業務流程、增修訂門診病人看診作業流程規範2. 空間重塑：設立多媒體排檢顯示系統、於病人報到時宣導受檢程序。3. 多媒體現場排程動態顯示：區隔出候診與候檢區、建立尖峰時間分流制度、加設醒目腹部超音波室指引牌。經專案推動門診腹部超音波室檢查等待時間滿意度從76.12% 上升至78.8%，上升2.68%，等候時間自38.9 分鐘降至21.6 分鐘（達到p＜0.001），其降幅44.5%。

關鍵字

等候時間 ； 滿意度 ； 腹部超音波

並列摘要

A 2013 survey on patients waiting time for ultrasound examination showed 76.12% level of satisfaction, with an average waiting time of 38.9 minutes in the case hospital. Compared to the previous satisfaction level, the satisfaction rate had decreased by 1.97%. A project for improvement was implemented to reduce outpatients' waiting time and increase their satisfaction by revising the information system. The project included three changes. The first change was digitalizing the online schedule dig, including the establishment of an online scheduling program. This was used to promote digitalized outpatient schedule procedure and to revise standards of outpatient service procedures. The second change was remodeling of the waiting area and improved patient communication, including establishing a multimedia display system and explaining the examination procedures in detail to outpatients after registration. The third change was providing an on-site dynamic display of schedules including to segment examination waiting space and diagnosis waiting area, to establish a patients diversion system on the peak time, adding an eye-catching guiding sign of abdominal ultrasound room. After implementation of these improvements, the satisfaction for abdominal ultrasound examination increased from 76.12% to 78.8%, an increase of 2.68%. The average waiting time for abdominal ultrasound examination was reduced from 38.9 minutes to 21.6 minutes, a reduction of 44.5%.

並列關鍵字

Waiting time ； Satisfaction ； Abdominal ultrasonic