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目的:住院结账处通过建立和实践6S管理模式,优化服务流程,提升服务质量,提高病人满意度。方法:制定管理目标、实施计划、管理制度和奖惩制度,对照清洁、安全、素养、服务、节约、满意度6S管理标准按计划实施,每月考核,并与绩效挂钩。结果:实施6S管理能很好地提升科室形象,提升服务质量,提高了病人满意度,取得了较好的社会效益。结论:住院结账处6S管理模式值得推广,但其效果的保持需要不断优化、持续改进、考评监督。
Objective: The hospital checkout by establishing and practice 6S management mode, optimize service processes, improve service quality, improve patient satisfaction. Methods: To set management objectives, implementation plans, management systems and rewards and punishments. According to the 6S management standards of cleanliness, safety, quality, service, economy and satisfaction, it is implemented on a monthly basis and linked with performance. Results: The implementation of 6S management can well enhance the department image, improve service quality, improve patient satisfaction and achieve good social benefits. Conclusion: The 6S management model of the hospital checkout office is worth promoting, but its effect needs to be continuously optimized, continually improved, and evaluated and supervised.