医学信息2026，Vol.39Issue(8)：58-62,5.DOI:10.3969/j.issn.1006-1959.2026.08.010
跨部门协同下六西格玛管理法优化公立医院门诊服务流程的价值分析
Value of Cross-Departmental Six Sigma Management in Optimizing Outpatient Services in Public Hospitals
摘要
Abstract
Objective To explore the value of applying the Six Sigma management method under cross-departmental collaboration for optimizing the outpatient service process in public hospitals.Methods This study was conducted at Beijing Anzhen Hospital as the implementation site.Patients and staff who received routine outpatient services from January to December 2023 were selected as the control group,while those who received services after the implementation of the Six Sigma management process optimization from January to December 2024 were selected as the study group.Each group included 40 patients and 10 staff members.Differences between the two groups in terms of outpatient process efficiency,staff management quality,and patient satisfaction were compared to evaluate the intervention effect of Six Sigma management.Results The scores of system implementation,service attitude,order maintenance,inspection arrangement and efficiency performance in the study group were higher than those in the control group(P＜0.05).The average time of registration,treatment,payment and taking medicine in the study group was lower than that in the control group(P＜0.05).The scores of service process convenience,check appointment experience,environmental order and overall satisfaction in the study group were higher than those in the control group(P＜0.05).Conclusion Under the promotion of cross-departmental collaboration,the Six Sigma management method can effectively optimize the outpatient service process,improve work efficiency and patient satisfaction,and thus holds high value for clinical application and dissemination.关键词
六西格玛管理/门诊服务流程/流程优化/公立医院/患者满意度Key words
Six Sigma management/Outpatient service process/Process optimization/Public hospitals/Patient satisfaction分类
医药卫生引用本文复制引用
刘风和,邱立新,殷鹏宇..跨部门协同下六西格玛管理法优化公立医院门诊服务流程的价值分析[J].医学信息,2026,39(8):58-62,5.基金项目
首都医科大学医院管理研究所开放性课题(编号:2023YGS07) （编号:2023YGS07）
