【摘要】　目的　 探討如何通過流程優(yōu)化應(yīng)對體檢高峰期。　方法　 通過體檢高峰期流程優(yōu)化前后（2008年與2010年）的管理成效對比，評估高峰期流程控制的有效性。　結(jié)果　 體檢高峰期流程優(yōu)化后，平均候檢人數(shù)由8人下降至3人、平均侯檢時間由11.9 min下降至4.2 min，平均體檢時間由175 min下降至130 min。體檢者對體檢環(huán)境、服務(wù)態(tài)度和服務(wù)質(zhì)量的滿意度均高于優(yōu)化前，差異有統(tǒng)計學(xué)意義（P lt;0.05）。　結(jié)論　 通過流程優(yōu)化與控制有效地緩解了高峰期體檢人員等候時間過長現(xiàn)象，極大地提高了體檢者滿意度，保障了健康體檢工作質(zhì)量。
【Abstract】　Objective　 To explore how to cope with the peak flow of physical examination through the process optimization.　Methods　 Evaluate the utility of the process control at physical examination peak flow, by contrasting the management effect before and after the physical examination peak flow optimization (2008 and 2010).　Results　 After the process optimization in peak flow, the average number of people waiting to be checked is down to 3 from 8, the consumers′ satisfaction with the medical environment, service attitude and the service quality is higher than before optimization, the difference was significant (P lt;0.05).　Conclusion　 Through the process optimization and control effectively relieve the time for waiting to be examined, greatly enhance the satisfaction of people who take physical examinations and ensure the quality of physical examination.

引用本文： 陳蓓蓓,曾莉. 體檢高峰期的流程優(yōu)化與控制. 華西醫(yī)學(xué), 2011, 26(10): 1571-1573. doi: 復(fù)制