運用ECRS優化美容醫學光電雷射排程服務效率

Use of ECRS(Eliminate, Combine, Rearrange, Simplify) to Improve Scheduling Efficiency in Aesthetic Medicine Laser/Light Therapy Service

光電雷射治療屬於「美容醫學（aesthetic medicine）」的其中一種治療項目，美容醫學（簡稱美醫）能滿足病人或健康消費者的美學需求而於近年大受歡迎，而輔助排程與治療處置也是護理業務範疇之一。本單位分析客訴意見發現接受美醫光電雷射療程的顧客，其等候時間超過60分鐘的人次多達299人（33.7%）。目的：（1）縮短光電雷射治療顧客之等候時間至小於60分鐘以內；（2）提升護理人員排程預約作業完整度提升至90%以上。擬定辦法包括：（1）修訂顧客排程預約標準作業規範；（2）更新優化排程預約電腦系統；（3）運用剔除、合併、重組、簡化（eliminate, combine, rearrange, simplify; ECRS）手法簡化排程預約作業；（4）安排擬真「教學口訣四步驟」教育訓練；（5）落實尖峰時段分流機制；（6）擬訂預約稽核的機制。結果：流程由12簡化至7個步驟，介入後等候時間皆小於60分鐘，而護理人員預約作業完整度亦達100%。本方案執行之策略確實優化美醫的排程。

Laser- and light-based therapies are among the treatment modalities within aesthetic medicine, have gained increasing popularity in recent years by meeting the aesthetic needs of patients and health consumers. Analysis of client complaints revealed that long queues for aesthetic laser/light-based therapy services, 33.7% (n = 299) waited beyond 60 minutes. Objectives: This project aimed to: (1) reduce waiting time for laser/light-therapy services to <60 minutes, and (2) increase the completeness of appointment scheduling to≧90%. Methods: We conducted a quality-improvement project that: (1) revised the standard operating procedures for scheduling; (2) optimized the electronic appointment system; (3) streamlined workflows using the ECRS method (eliminate, combine, rearrange, simplify); (4) developed simulation-based training with a four-step mnemonic teaching strategy for staff; (5) implemented time-slot diversion during peak hours; and (6) strengthened the scheduling audit mechanism. Results: Following implementation, The updated workflow was simplified from 12 to 7 steps, without adverse effects on service volume or safety. The mean waiting time for clients receiving energy-based laser services was less than 60 minutes. The completeness rate was 100% for all nursing appointment-scheduling. Conclusions: These results demonstrate that basic operations-management methods can meaningfully improve efficiency and reliability in ambulatory aesthetic care and may be scalable to similar outpatient settings.