Investigation in the relationship between the number of complaints from outpatients and the time or the outpatient amounts in a certain grade A tertiary hospital / 中国实用护理杂志

Objective To study the relationship between the number of outpatient complaints and the time or the outpatient amounts.Methods A retrospective analysis of 1289 cases of outpatients' medical complaints with basic records since 2009 in our hospital was carried out.The time regularity of the number of outpatient complaints,or the complaint rate was analyzed.And the correlation between the outpatient amounts and the number of outpatient complaints,or the complaint rate was also analyzed.Results In our hospital,the mean monthly number of outpatient complaints was (23.44±8.41)cases; the mean monthly outpatient account was (246 000±27 417)cases.The differences among monthly outpatient complaints,outpatient accounts and monthly complaints rate among every years were statistically significant.Within one year,the outpatient complaints numbers were lowest in February and January.And the outpatient complaints rate was low in November,January,February and December.There were statistically significant correlation between the monthly outpatient complaints and monthly outpatient accounts,and between the monthly outpatient complaints rate and monthly outpatient accounts.Conclusions There was time regularity in the outpatient complaints rates in one year.And there was certain correlation between the outpatient complaints rate and the outpatients' accounts.

Practice and outcomes of lean management at outpatient clinic process optimization / 中华医院管理杂志

Targeting such setbacks as difficulty to registerand difficulty to see doctors at outpatient clinic services,the hospital adopted the lean management since August 2010.For example,diversified reengineering of the outpatient service process in place,which has improved outpatient traffic at the registration section by means of innovated appointment mode and outpatients total reservation;workload balance by means of through-counters for registration and fee payment as well as the timeinterval outpatient visits to doctors; reduced human costs and outpatient back-forth movement by means of integrated service and resources integration.Lean management plays a positive role in hospital management,as proven by much shortened outpatient waiting time,much higher outpatient satisfaction,for a win-win of both patients and the hospital.