運用品管圈手法降低醫師看診遲到率之改善專案

DECREASING DOCTOR TARDINESS BY THE USE OF THE QUALITY CONTROL CIRCLE TECHNIQUE

黃玉雯(Yu-Wen Huang) ； 楊盛玉(Sheng-Yu Yang)

《秀傳醫學雜誌》 17卷1期 (2018/06) Pp. 35-43

https://doi.org/10.3966/156104972018061701005

摘要

目的：本專案為降低醫師看診遲到率，透過品管圈手法有效提升醫師看診準時率，以符合評鑑規定及提升病人滿意度。方法：以收集現況數據，分析醫師遲到的原因，找出改善重點項目，並且以品管圈手法，進行對策擬定改善。結果：1.達到醫師準時看診率預期目標為80%；2.改善前、後醫師看診遲到比率柏拉圖比較，效果降幅為40.63%；3.病人滿意度在「等候看診時間是可以接受」此項目，104年較103年在此項目平均值提升4.59%。結論：由上述成效可以了解，所以採取的改善方案，確實有成效，可降低醫師看診遲到率，進而提升病人滿意度。

關鍵字

服務品質 ； 品管圈 ； 準時開診

並列摘要

Purpose: This project aims to reduce doctors' late diagnosis rate through a quality control system to effectively improve physician punctuality, meet evaluation requirements and enhance patient satisfaction. Method: We collected situational data, analyzed the reasons for lateness of physicians, and found key areas for improvement. We then developed improvement measures by using a Quality Control Circle. Result: 1. We have achieved the expected rate of doctor punctuality for clinic appointments: 80%; 2. Improved before and after the physician to see the ratio to the ratio of Plato comparison, the effect fell by 40.63%; 3. As for the question of ＂whether the waiting time is acceptable or not＂, patients' satisfaction increased by 4.59% on average from 2014 to 2015. Conclusion: The above results show the proposed improvement program indeed effectively decreased the rate of doctor tardiness, and, as a result, increased patients' satisfaction.

並列關鍵字

Service quality ； QCC ； Time clinic