運用品管圈手法降低醫師看診遲到率之改善專案

Decreasing Doctor Tardiness by the Use of the Quality Control Circle Technique

目的：本專案為降低醫師看診遲到率，透過品管圈手法有效提升醫師看診準時率，以符合評鑑規定及提升病人滿意度。
方法：以收集現況數據，分析醫師遲到的原因，找出改善重點項目，並且以品管圈手法，進行對策擬定改善。
結果：1.達到醫師準時看診率預期目標為80%；2.改善前、後醫師看診遲到比率柏拉圖比較，效果降幅為40.63%；3.病人滿意度在「等候看診時間是可以接受」此項目，104年較103年在此項目平均值提升4.59%。
結論：由上述成效可以了解，所以採取的改善方案，確實有成效，可降低醫師看診遲到率，進而提升病人滿意度。

Purpose : This project aims to reduce doctors’ late diagnosis rate through a quality control system to effectively improve physician punctuality, meet evaluation requirements and enhance patient satisfaction.
Method : We collected situational data, analyzed the reasons for lateness of physicians, and found key areas for improvement. We then developed improvement measures by using a Quality Control Circle.
Result : 1. We have achieved the expected rate of doctor punctuality for clinic appointments: 80%; 2. Improved before and after the physician to see the ratio to the ratio of Plato comparison, the effect fell by 40.63%; 3. As for the question of “whether the waiting time is acceptable or not”, patients’ satisfaction increased by 4.59% on average from 2014 to 2015.
Conclusion : The above results show the proposed improvement program indeed effectively decreased the rate of doctor tardiness, and, as a result, increased patients’ satisfaction.