The Impact of Improving Outpatient Process to the Medical Service Quality- A Local Teaching Hospital Example

• Main Authors: Hsiao Ping Sun, 孫筱萍
• Other Authors: Jy Hsin Lin
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/36103747780802503223

碩士 === 華梵大學 === 工業工程與經營資訊學系碩士班 === 95 === According to the reference to patient’ satisfaction and loyalty, waiting time is one of the most unsatisfactory factor in outpatient service processes. Ophthalmology patients have to accept series of inspections before checking by ophthalmologists. To improve the new patients OPD processes and waiting time to promote the satisfaction and royalty is the most important issue. The research used OPD new patients in a local teaching hospital as the subjects to explore the important factors that affect the waiting time , from 2004-8-9 to 2004-8-21. The result showed the average of the OPD service time was 45 mins, waiting time for inspection was 11 mins, waiting time for exam was 12 mins. Though the variation of patients’ arrival time affect the time in system, however, The ANOVA indicated physicians’ exam time is the major factor that affect patients’ service processes. In conclusion, in order to improve OPD outpatient service system, adjust the physicians’ exam time and technicians’ duty schedule is a better way.