Outpatient lean management based on the SMART principle in a large public hospital
Objective To explore the effects of lean management practices in outpatient services based on the SMART principle in a large public hospital.Methods The outpatient quality management system was established under the SMART principle,integrating process quality management tools such as RFM model and KPI.This framework was applied to refine the outpatient treatment process,develop a quantitative evaluation program for outpatient services,and enhance patient care through-out the consultation lifecycle,from pre-consultation to post-consultation.Results The lean management practice has demonstra-ted significant outcomes in the sample hospital.There was a 32％increase in outpatient volume at the national regional medical center,rising from 286 400 to 377 200 visits in 2023.The appointment rate for specialized outpatient services increased by over 50％.The average patient waiting time was reduced from 22 minutes to 15 minutes.The medical technical examination achieved a workflow allowing for same-day registration,examination,and reporting.The laboratory's blood collection window shortened the turnaround time for routine blood reports from 60 minutes to 30 minutes.Patients now can collect outpatient medicine and re-ceive medication guidance within 8 minutes after payment.The average number of patients seen per specialist shift increased from 13 to 16.The outpatient appointment rate increased from 86％to 90％,and patient satisfaction rose from 90％to over 96％.The hospital has been consistently honored for its outpatient management in the healthcare sector.Conclusion The implementation of lean outpatient management based on the SMART principle has enhanced outpatient diagnosis and treatment efficiency,medical service quality,and patient satisfaction.It has also encouraged the hospital to maximize its potential and efficiency,contributing to the high-quality development of the hospital.
National regional medical centerOutpatient managementLean managementPractice
万方数据
维普
