通过同时进行运营和文化改进,提高紧急部门的绩效
Stephen Behnke1, William Krost, Aaron Sciascia
1Author Affiliations: Lexington Clinic, Lexington, Kentucky (Dr Behnke); Emergency Medicine Department, Lexington Clinic, Lexington, Kentucky (Dr Krost), and Lexington Clinic, Institute for Clinical Outcomes and Research, Lexington, Kentucky (Dr Sciascia).
整合设计思维原则的新模型显著改善了急诊室 (ED) 患者体验和流量指标. 这种综合性方法导致等待时间缩短,患者满意度增加.
科学领域:
- 紧急医疗 紧急医疗
- 医疗保健管理的管理
- 过程改进 过程改进
背景情况:
- 紧急部门 (ED) 面临着对效率的审查.
- 流程改进举措往往缺乏全面的重新设计.
- 开发了一种新的模型来解决ED性能和患者体验问题.
研究的目的:
- 确定基于设计思维的模型是否能改善多个ED的患者体验和流量指标.
- 评估综合计划重新设计与单个项目的影响.
主要方法:
- 在7个ED中实施了多方面的PEOPLE+模型.
- 该模型侧重于哲学,经济学,运营,提供者和领导力.
- 关键绩效指标在22-24个月的实施前和实施后进行了比较.
主要成果:
- 统计学上显著的改善被观察到,减少了没有被看到的离开 (LWBS) 率,转移时间和停留时间 (LOS).
- 患者体验得分和门到服务提供商的时间显示出了实质性的积极变化.
- 在实施后的6个月间隔内,在多个指标上观察到持续的改善.
结论:
- 人民+模式强调提供者所有权和参与,显著提高了ED的性能.
- 运营,领导和人员配置模式的变化带来了可衡量的改进.
- 一种整体的设计思维方法对全面的ED重新设计是有效的.
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