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Quality Improvement in Health Care 2013;19(1): 64.
Published online August 30, 2013.
통합예약 프로그램 개선을 통한 업무 프로세스 최적화
서은희, 정용환, , , 박영재, 박경진, 김수미, 권순안, 대창민, 민관홍
분당서울대학병원 영상의학과, 핵의학과, 내시경실, 외래예약부서
Optimizing the work process through improvement of reservation system
Eunhee Seo, Yonghwan Chung, Bonseung Gu, Jong Bin Park, Youngjae Park, Kyung Jin Park, Soo Mi Kin, Soon Ahn Kwoun, Chang Min Dae, Kwan Hong Min
Diagnostic of Radiology, Nuclear Meadicine, Endoscopic laboratory, reservation department of Seoul Nation University Bundang Hospital
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.
Key words Computerized Automation of Reservation System;One-Stop Reservation System;the Same Day Reservation Rate;


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