Quality Improvement in Health Care (한국의료질향상학회지)

Korean Society for Quality in Health Care (한국의료질향상학회)
권호 표지

Optimizing the work process through improvement of reservation system

통합예약 프로그램 개선을 통한 업무 프로세스 최적화

  • Seo, Eunhee (Diagnostic of Radiology, Nuclear Meadicine, Endoscopic laboratory, reservation department of Seoul Nation University Bundang Hospital) ;
  • Chung, Yonghwan (Diagnostic of Radiology, Nuclear Meadicine, Endoscopic laboratory, reservation department of Seoul Nation University Bundang Hospital) ;
  • Gu, Bonseung (Diagnostic of Radiology, Nuclear Meadicine, Endoscopic laboratory, reservation department of Seoul Nation University Bundang Hospital) ;
  • Park, Jong Bin (Diagnostic of Radiology, Nuclear Meadicine, Endoscopic laboratory, reservation department of Seoul Nation University Bundang Hospital) ;
  • Park, Youngjae (Diagnostic of Radiology, Nuclear Meadicine, Endoscopic laboratory, reservation department of Seoul Nation University Bundang Hospital) ;
  • Park, Kyung Jin (Diagnostic of Radiology, Nuclear Meadicine, Endoscopic laboratory, reservation department of Seoul Nation University Bundang Hospital) ;
  • Kin, Soo Mi (Diagnostic of Radiology, Nuclear Meadicine, Endoscopic laboratory, reservation department of Seoul Nation University Bundang Hospital) ;
  • Kwoun, Soon Ahn (Diagnostic of Radiology, Nuclear Meadicine, Endoscopic laboratory, reservation department of Seoul Nation University Bundang Hospital) ;
  • Dae, Chang Min (Diagnostic of Radiology, Nuclear Meadicine, Endoscopic laboratory, reservation department of Seoul Nation University Bundang Hospital) ;
  • Min, Kwan Hong (Diagnostic of Radiology, Nuclear Meadicine, Endoscopic laboratory, reservation department of Seoul Nation University Bundang Hospital)
  • 서은희 (분당서울대학병원 영상의학과, 핵의학과, 내시경실, 외래예약부서) ;
  • 정용환 (분당서울대학병원 영상의학과, 핵의학과, 내시경실, 외래예약부서) ;
  • ;
  • ;
  • 박영재 (분당서울대학병원 영상의학과, 핵의학과, 내시경실, 외래예약부서) ;
  • 박경진 (분당서울대학병원 영상의학과, 핵의학과, 내시경실, 외래예약부서) ;
  • 김수미 (분당서울대학병원 영상의학과, 핵의학과, 내시경실, 외래예약부서) ;
  • 권순안 (분당서울대학병원 영상의학과, 핵의학과, 내시경실, 외래예약부서) ;
  • 대창민 (분당서울대학병원 영상의학과, 핵의학과, 내시경실, 외래예약부서) ;
  • 민관홍 (분당서울대학병원 영상의학과, 핵의학과, 내시경실, 외래예약부서)
  • Received : 2013.07.10
  • Accepted : 2013.07.26
  • Published : 2013.08.31
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Abstract

Objective: To improve customer satisfaction through accurate information using computerized automation of the test reservation system and by performing all fasting tests on the same day with one fasting. Methods: Quality improvement activities of the test reservation system of Seoul National University Bundang Hospital improves internal and external customer satisfaction at the time of test scheduling by having the reservation system reflect test order and test time automatically and making the system to increase the same day test reservation rate. Results: Test process was smooth due to accurate test reservation and information based on test priority due to the introduction of the computerized test reservation system. Internal and external customer satisfaction improved due to the marked reduction in time required for making a reservation thanks to the improvement of work process. Conclusion: Building a computerized test reservation system was an effective measure to improve external and internal customer satisfaction.

Keywords