摘要
Abstract
Objective:To analyze the application research of a whole process management model guided by the concept of total quality management(TQM)in outpatient service process reengineering.Method:A total of 880 patients who visited the Outpatient Department of Beijing Jishuitan Hospital Guizhou Hospital from January 2021 to December 2022 were collected as the research subjects,the control group(n=440)consisted of patients who visited the Outpatient Department from January to December 2021,and the study group(n=440)consisted of patients who visited the Outpatient Department from January to December 2022.The control group used traditional outpatient service processes,TQM oriented concept whole process management model was adopted by the study group for outpatient service processes.Patient satisfaction questionnaire scores and total satisfaction rate,loyalty questionnaire scores and total loyalty rate,visit time,and visit efficiency were collected between the two groups.Result:The score of satisfaction questionnaire,total satisfaction rate,loyalty questionnaire and total loyalty in the study group were significantly higher than those in the control group(P<0.05).The outpatient treatment time of the study group was significantly shorter than that of the control group,and the treatment efficiency of the doctors in the study group was significantly higher than that of the control group(P<0.05).Conclusion:Compared with the traditional outpatient process,the whole process management model guided by the concept of TQM has the advantages of overall optimization,patient experience improvement,full participation and continuous improvement,which helps to improve the service quality and efficiency of the hospital,increases patients'satisfaction.关键词
全面质量管理/全程管理模式/门诊服务Key words
Total quality management/Whole process management mode/Outpatient service
