- 期刊
運用智能分流縮短門診化療等候時間
Using Intelligent Triage Registration to Minimize Outpatient Chemotherapy Waiting Times
並列摘要
The number of patients receiving chemotherapy in an outpatient setting has increased because of a rise in the number of patients with cancer and reduced hospital bed availability due to the COVID-19 pandemic. This rise in outpatient chemotherapy has caused extended waiting times and decreased patient satisfaction. An analysis of the situation and characteristic factor diagrams revealed several key concerns: simultaneous patient registrations leading to congestion in the registration area, insufficient nursing staff during peak hours, and inefficient bed utilization. To address these challenges, the project team implemented various solutions, including intelligent triage registration, drive-thru services, digital appointment scheduling, the formation of rapid response teams, and adjustments to staffing schedules. Following these interventions, the peak hour check-in waiting time in the outpatient chemotherapy unit had decreased from 30 to 9 min, and the treatment waiting time had decreased from 118 to 29 min. Consequently, patient satisfaction with check-in waiting times increased from 51% to 90%, and satisfaction with treatment waiting time increased from 48% to 88%. These outcomes demonstrate the project's success in enhancing patient satisfaction and the overall quality of care.