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

ABSTRACT

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.