标题：流程重组在优化门诊输液室工作流程中的实施与成效

      作者：韦燕萍，刘柳芳，高铭云，伍云静，张 艺
    (柳州医学高等专科学校第二附属医院，广西 柳州 545006)

      卷次： 2014年25卷2期

      【摘要】 目的 探讨门诊输液室优化流程的实施成效。方法 应用业务流程重组的管理学理论，对门诊输
液室工作流程进行现况分析，全面重设及优化工作流程并组织实施。收集实施流程重组前后1年的患者满意度、
护理工作质量、投诉、不良事件发生率及患者表扬率等指标进行统计学比较。结果 实施后患者满意度、护理工
作质量及护理人员获患者表扬率较实施前显著提高(P＜0.01)，护理投诉、不良事件发生率较实施前降低(P＜
0.05)。结论 实施输液室流程重组，能提升患者满意度及护理工作质量，促进优质护理的深入推进。

      【关键词】 门诊输液；流程重组；护理管理

      【中图分类号】 R472.9 【文献标识码】 A 【文章编号】 1003—6350（2014）02—0298—03


Application and effect of reengineering business process in outpatient transfusion room.
WEI Yan-ping, LIU
Liu-fang, GAO Ming-yun, WU Yun-jing, ZHANG Yi. The Second Affiliated Hospital of Liuzhou Medical College, Liuzhou
545006, Guangxi, CHINA

【Abstract】 Objective To observe the effect of reengineering business process in outpatient transfusion
room. Methods Based on the management theory, the working process of outpatient transfusion room was reorga-
nized and improved, and the existing key problems was analyzed. The data of satisfaction, complaint rate, working
quality, commend rate before and after the process were compared statistically. Results The satisfaction, working
quality and commend rate significantly increased after the process implemented(P＜0.01), while waiting time, com-
plaint rate and adverse event happening rate decreased (P＜0.05). Conclusion Reengineering business process in
outpatient transfusion room can optimize the business process and increase satisfaction and working quality.

      【Key words】 Business process reengineering; Clinic infusion; Nursing management