体检高峰期的流程优化与控制

【】　目的　探讨如何通过流程优化应对体检高峰期。　方法　通过体检高峰期流程优化前后（2008年与2010年）的管理成效对比，评估高峰期流程控制的有效性。　结果　体检高峰期流程优化后，平均候检人数由8人下降至3人、平均侯检时间由11.9min下降至4.2min，平均体检时间由175min下降至130min。体检者对体检环境、服务态度和服务质量的满意度均高于优化前，差异有统计学意义（P<0.05）。　结论　通过流程优化与控制有效地缓解了高峰期体检人员等候时间过长现象，极大地提高了体检者满意度，保障了健康体检工作质量。【Abstract】　Objective　Toexplorehowtocopewiththepeakflowofphysicalexaminationthroughtheprocessoptimization.　Methods　Evaluatetheutilityoftheprocesscontrolatphysicalexaminationpeakflow,bycontrastingthemanagementeffectbeforeandafterthephysicalexaminationpeakflowoptimization(2008and2010).　Results　Aftertheprocessoptimizationinpeakflow,theaveragenumberofpeoplewaitingtobecheckedisdownto3from8,theconsumers′satisfactionwiththemedicalenvironment,serviceattitudeandtheservicequalityishigherthanbeforeoptimization,thedifferencewassignificant(P<0.05).　Conclusion　Throughtheprocessoptimizationandcontroleffectivelyrelievethetimeforwaitingtobeexamined,greatlyenhancethesatisfactionofpeoplewhotakephysicalexaminationsandensurethequalityofphysicalexamination.