某區域醫院開刀房行政業務流程改善之實證研究

Empirical Study of Administration Process Improvement for OR-A Case Study at a Regional Hospital

許惠媚(Hui-Mei Hsu) ； 林雅雯(Yea-Wen Lin)

《醫務管理期刊》 2卷2期 (2001/06) Pp. 39-57

摘要

近年來，由於醫療產業日益競爭，各醫院無不致力於各種品質改善活動以提昇品質來吸引顧客，其中業務流程管理(Business Process Management, BPM)是一較常見的品質改善方法。BPM是流程管理的工具，從發現問題流程出發，確定流程的問題、定義欲改善的流程、進行流程的分析、建立理想的流程、設定流程管制點及擬定衡量計畫，最後則實施理想流程並評估理想流程之成效。藉由以上有系統的步驟，BPM協助我們將現行的流程做一個檢討，達到簡化或重整的目的。
本研究以BPM來進行開刀房行政作業流程改善。從問題導向為出發點，選出對醫院及顧客影響較大的流程來進行檢討，從分析流程、重新設計理想流程、一直到實施理想流程，改善的成果相當顯著，包括病患家屬與院方的互動次數已由最高的16次降低至12次，互動超過8次的比例也由31.1%降低至17.0%，入帳率也由原來的18.2%降低至3%，大大的降低漏帳與呆帳的風險，由此印證BPM在流程改善之成效。

關鍵字

流程 ； 業務流程管理

並列摘要

Due to the increasing competitiveness in the medical industry, most hospitals devote themselves in improving service quality to attract customer attentions. Among many tools, BPM is one of the most used methodologies adopted by many hospitals to enhance their service quality, BPM is a process control tool that begins from discovering problems, identifying causes of problems, defining improvement methods, analyzing processes, reestablishing ideal processes, and then reevaluating improved processes. Through a systematic methodology, BMP greatly help hospitals to re-exam, simplify, and then redesign their daily operational processes.
This research primarily uses BPM to improve administrative processes of OR. From a problem-oriented viewpoint, we selected processes that might have great impact both on hospital and customers to reevaluate. Through a series of process analysis, redesigning ideal processes, and implement these processes, we found that the service quality in the hospital was dramatically improved. For instance: the needs for family members of patients to interact with hospitals have decreased form an average of 16 times to 10 times. The average of family members need to interact with hospitals mole than eight times has decreased from 31.1% to 17.0%. Account receivable is decreased from 18.2% to 3%, which greatly reduces both missing and outstanding bills. This study proofed that BPM is a great tool in improving service quality.

並列關鍵字

Process ； Business Process Management BPM