IMPROVING SERVICE QUALITY BY UNDERSTANDING EMERGENCY DEPARTMENT FLOW: A WHITE PAPER AND POSITION STATEMENT PREPARED FOR THE AMERICAN ACADEMY OF EMERGENCY MEDICINE
IMPROVING SERVICE QUALITY BY UNDERSTANDING EMERGENCY DEPARTMENT FLOW: A WHITE PAPER AND POSITION STATEMENT PREPARED FOR THE AMERICAN ACADEMY OF EMERGENCY MEDICINE
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DOI：
10.1016/j.jemermed.2008.03.038
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发表时间：
2010-01-01
影响因子：
1.5
通讯作者：
Pines, Jesse M.
中科院分区：
文献类型：
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作者：
Eitel, Dave R.;Rudkin, Scott E.;Pines, Jesse M.
急诊科（ED）拥挤是一个普遍的问题在美国和世界各地。流程再造方法可以用来了解导致拥挤的因素，并提供工具，帮助通过提高服务质量和患者如何来缓解拥挤。在本文中，我们将ED描述为一种服务业务，然后讨论了提高ED质量和流程的具体方法。讨论的方法包括需求管理、关键路径、流程映射、紧急程度指数分类、床边登记、精益和六西格玛管理方法、统计预测、排队系统、离散事件模拟建模和平衡计分卡。本综述的目的是为有兴趣应用流程再造方法改善急诊科治疗、减少等待时间和最大化患者满意度的急诊医生和管理人员提供背景资料。最后，我们代表美国急诊医学学会就这些问题发表立场声明。(C) 2010爱思唯尔公司
Emergency Department (ED) crowding is a common problem in the United States and around the world. Process reengineering methods can be used to understand factors that contribute to crowding and provide tools to help alleviate crowding by improving service quality and patient How. In this article, we describe the ED as a service business and then discuss specific methods to improve the ED quality and flow. Methods discussed include demand management, critical pathways, process-mapping, Emergency Severity Index triage, bedside registration, Lean and Six Sigma management methods, statistical forecasting, queuing systems, discrete event simulation modeling and balanced scorecards. The purpose of this review is to serve as a background for emergency physicians and managers interested in applying process reengineering methods to improving ED How, reducing waiting times, and maximizing patient satisfaction. Finally, we present a position statement on behalf of the American Academy of Emergency Medicine addressing these issues. (C) 2010 Elsevier Inc.