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歷 年 稿 件 內 容
 
*類別： E組-實驗室管理
* 姓名： 徐志豪
投稿種類： 壁報
*中文投稿標題： 運用PDCA創新手法提升顧客滿意度改善急件尿液常規檢驗看報告流程
*中文作者姓名列： 劉佳瑋1、杜琦超1、藍健元1、黃良昇1、李芸宜1、盧亭如1、徐志豪1*
*中文服務單位： 衛生福利部基隆醫院醫事檢驗科,基隆,台灣
*英文投稿標題： Applying Innovative PDCA To Improve Patient Satisfaction Reform The Urine Routine Urgent Examination Reporting Process
*英文作者姓名列： Liu Chia-Wei 1；Tu Chi-Chao 1; Lan Chien-Yuan1; Huang Liang-Sheng 1; Lee Yun-Yi 1; Lu Ting-Ju 1 ; Hsu Chih-Hao 1*
*英文服務單位： 1Department of Medical Laboratory, Keelung Hospital Ministry of Health and Welfare, R.O.C, Taiwan
* 投稿摘要： Purpose: According to hospital accreditation No. 2.1.5 provisions: outpatient and inpatient examination at the time of disposal of the specimen collection and transport, all should be protected their privacy and rights. The assessments outline No. 6: The collection and transport of patient specimen have to consider the patient privacy reference. Through affair meeting of the review, analyze urine urgent review process, develop countermeasures and continuous improvement. Due to physicians urgent order, patients must wait for laboratory inspection reports after collection of urine specimen to the laboratory urine recipient counter. In order to protect patients privacy and evacuation queuing crowds, PDCA , an approach of Quality Control Circle, is applied to protect patient privacy and improve customer satisfaction. Material and method:1. Apply to hospital for voluntary workers. Voluntary workers guide and assist the evacuation of patients from 8:00 am to 12:00 pm.2. People with urine test order are guided by voluntary workers to express counter to get urine cup and urine tube before collecting samples.3. After patient urine specimen is received, medical technologist offers the notification of completion of the report form, indicated medical record number and completion time.4. Patients remain in the waiting room, and enter the consultation room after report completion time. Result:Before improvement, patients crowded in front of the laboratory examination counter, and it cause inconvenience to people and emergency patients when access to department. At the same time, urine reports including the patient name, medical record number and other basic information are affixed above scattered on the counter for people to receive, causing trouble to the people and not to take into account the patient privacy. Since implementing from June of 103 years, customer satisfaction survey was 90.57 percent in 2013; it was 95.98 percent in 2014; it was 96.02 percent in 2015, improved by 5.45 percent altogether. The number of complaints is successively 5, 4 and 2 from 2012, reduced by 60 percent. Conclusion: Now attaches great importance to patient privacy regulations, hospitals have begun to pay attention to patient privacy and other issues. This previous procedure in the institute exposed the patient name, and also let patient at a loss wait for the urgent report. Since that, the innovative method of PDCA has applied to improve the procedure. In addition to preserving patient privacy, but also to alleviate the queuing crowds, so that patients can know when the report is available. Effective use of patient waiting time, indirectly improve the customer satisfaction of the institute and to reduce the number of complaints.
*關鍵字1 ： outpatient
*關鍵字2 ： urgent
*關鍵字3 ： transport
*關鍵字4 ： satisfaction
*關鍵字5 ： PDCA
* 服務機關：
* 第一作者： 劉佳瑋
* 身分字號： *****58265
其他投稿作者： 杜琦超
身分字號： *****51821
其他投稿作者： 藍健元
身分字號： *****27655
其他投稿作者： 黃良昇
身分字號： *****41040
其他投稿作者： 李芸宜
身分字號： *****08286
其他投稿作者： 盧亭如
身分字號： *****26497
其他投稿作者：
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上傳稿件檔：
審查委員意見： 需英修。... to improve the procedure. procedure應改為process.
審查委員意見： OK
主任委員意見：
 
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