【摘要】 目的 该研究以某县域医院门诊高峰时段就诊的患者为研究对象，分析影响门诊抽血等待时间的因素以及改进后的效果。方法 选择2023年4月—2023年10月门诊抽血患者为对象，对其应用精益六西格玛DMAIC方法进行改进，定义阶段明确项目质量指标；测量阶段采用头脑风暴法测量影响因素；分析阶段运用鱼骨图、因果矩阵图等工具确定关键影响因素；改进阶段针对关键因素制定并实施改进措施；控制阶段建立持续改进机制。结果 确定了岗位安排不当、患者准备不充分和大厅设备及物品摆放不当是影响门诊抽血等待时间的关键影响因素。实施规范化操作流程、优化排班、加强患者宣教、改善环境布局等措施后，患者平均等待时间由原来的12.65分钟(759秒)缩短至7.83分钟(470秒),患者满意度由87.5%提升至97%。结论 本研究为解决医院门诊排队等待时间过长问题提供了一种可行的思路和方法，能够有效地缩短门诊患者抽血等待时间，提高患者满意度。更多还原

【Abstract】 Objective To analyze factors affecting outpatient blood draw waiting time and the effects of improvement in a county-level hospital during peak hours. Methods Outpatients having their blood drawn from April 2023 to October 2023 were selected as subjects of the study. The Lean Six Sigma DMAIC methodology was applied for improvement, with the defining phase establishing project quality indicators, the measuring phase using brainstorming to identify influencing factors, the analyzing phase employing fish-bone diagrams and cause-and-effect matrices to determine key factors, the improving phase developing and implementing measures to address these key factors, and the controlling phase establishing a continuous improvement mechanism. Results Three main influencing factors affecting outpatent blood drow worting time were identified, including improper staff allocation, insufficient patient preparation, and sub-optimal layout of equipment and supplies in the waiting area. After implementing measures such as standardized operational process, optimized scheduling, enhanced patient education, and improved environmental layout, the average patient waiting time decreased from 12.7 minutes(759 seconds) to 7.8 minutes(470 seconds). Patient satisfaction increased from 87.5% to 97%. Conclusions This study provides a feasible approach to addressing prolonged outpatient blood draw waiting time in hospitals, which can effectively reduce the waiting time for outpatient blood draw and improve patient satisfaction.更多还原