優化病人營養品補給服務流程之改善專案

Optimization of the Patient Nutritional Supplement Supply Process

目的
營養不良會增加醫療成本，研究顯示營養補充可縮短住院天數。本院提供營養品購買服務，但改善前流程達19個步驟，平均耗時2,117.1秒，造成病人不便。本專案旨在縮短購買時間至900秒內，以提升服務滿意度及單位績效。
方法
以品管圈（QCC）為改善架構，具體採用ECRS（刪除、合併、重組、簡化）技巧與5S管理手法作為改善工具。透過消除無效等待、建立專用櫃檯及整頓庫房環境，建立高效作業流程。
結果
專案實施改善後，平均購買時間縮短至818.2秒，目標達成率106.7％。持續追蹤至2024年，購買時間均維持在目標內，且單位營業額較2017年成長達4,398,105元。
結論
結合QCC架構與精實工具能有效消除流程瓶頸與空間浪費。本專案成功強化了病人出院後的營養支持品質，其改善經驗可供醫療機構進行流程再造參考。

Purposes
Malnutrition contributes to rise in healthcare costs, and studies have shown that nutritional supplementation can reduce the length of hospital stay. Although our hospital provides a nutritional supplement purchasing service, the original process involved 19 steps and required an average of 2,117.1s to complete, causing considerable inconvenience for patients. With a view toward to improving patient satisfaction and unit performance, in this study, we aimed to shorten the purchasing time to under 900s.
Methods
In this study, we used the Quality Control Circle (QCC) framework and applied elimination, combination, rearrangement, and simplification (ECRS) methods, together with the 5S management principles. Measures designed to enhance process efficiency included the elimination of unnecessary waiting time, setting up a dedicated service counter, and reorganizing storage environments.
Results
Following implementation of the optimization measures, the average purchasing time was shortened to 818.2s, exceeding the target with an achievement rate of 106.7%. Monitoring conducted throughout 2024 confirmed that purchasing times consistently remained within the set target range and compared with 2017, the unit’s annual revenue increased by NTD 4,398,105.
Conclusions
By integrating the QCC framework with lean management tools, we were able to effectively eliminate process bottlenecks and reduce space-related waste. The adopted measures contributed to enhancing the quality of nutritional support for patients after discharge, and the experience gained in streamlining procedures may serve as a valuable reference for process redesign in healthcare settings.