縮短中醫門診病患候診時間之專案

A Project for Shortening the Waiting Time of Chinese Medicine Outpatients

本專案旨在縮短中醫門診病患候診時間，由本院每月定期的門診病患滿意度調查發現，看診滿意度中，以候診時間較不滿意，以中醫門診最嚴重。平均一個病患要花48分鐘等候，分析其原因為文書作業繁瑣流程複雜，病患來看診時段集中、病患順便要求其它治療、空間設備不足，及門診未電腦化等。藉著本專案，研究人員發掘並改善問題：突破設備與人力的限制，簡化文書處理及內部流程動線，改善病患集中時間就醫及順便要求其它治療，空間重新規劃，門診電腦化，及多樣式的候診服務。經過兩個半月的實施，平均一個病患等候時間由48分鐘縮短至26.6分，提高了病患候診的滿意度，也促進了醫病關係，更提昇了醫院的門診醫療品質及競爭力。The purpose of this project was to shorten the waiting time of Traditional Chinese Medicine outpatients. Monthly patients'satisfaction investigation showed that patients complained of Traditional Chinese Medicine outpatient waiting time being too long, almost forty- eight minutes. Analysis indicated too many paper work, the complication of processing the forms, crowded patients at the same time, and requesting for special treatment, not enough rooms for patients and no computerization of outpatient records. This project was used to solve the many problems, spreading the patients'waiting time, reforming space and computerizing outpatient records. After two and a half months, the patients'waiting time was shortened to twenty- six minutes. So patients'satisfaction was promoted, patients'relations with the doctors were advanced, and outpatient health quality was promoted.