西南交通大学硕士学位论文主要工作（贡献）声明
本人在学位论文中所做的主要工作或贡献如下：
通过15年1月-16年12月试验性实施精细化管理，针对四川省人民医院（简称
SC医院）体检中心运营现状，利用精细化管理的理论和方法对实施精细化管理提升体
检效率及质量的实践及效果进行分析，综合运用调查研究、文献研究、专家访谈及精
细化管理的技术和工具, 优化SC医院体检流程,合理分流，减少体检客户等待时间，
消除浪费，节约体检资源
本人郑重声明：所呈交的学位论文，是在导师指导下独立进行研究工作所得的成
果。除文中已经注明引用的内容外，本论文不包含任何其他个人或集体已经发表或撰
写过的研究成果。对本文的研究做出贡献的个人和集体，均已在文中作了明确说明
本人完全了解违反上述声明所引起的一切法律责任将由本人承担
西南交通大学硕士研究生学位论文第I页
摘要
中国的健康管理事业持续发展，人们对预防保健的要求越来越高，不但对医疗质
量提出更高的标准，更对细节管理提出了更严格的要求。为此管理者将精细化管理程
序、标准、数据化使体检机构能高效、协调、可持续发展，因此，将精细化管理运用
于体检中心工作中，使有限的人力物力资源实现效果最大化、降低运营成本、优化体
检环节流程是当下改革转型的重中之重
医院体检中心通过15年1月-16年12月试验性实施精细化管理，针对四川省人民
医院（简称SC医院）体检中心运营现状，通过调查研究、文献查阅、专家咨询以及精
细化管理的技术与工具等方式，我中心为了优化SC医院体检流程,合理分流，减少体
检客户等待时间，节约体检耗材，杜绝浪费，实施精细化管理并针对体检效率及质量
控制、成本成效方面进行探讨、交流、分析
通过实施精细化管理，优化了工作流程，提高了工作效率和体检质量，体检客户
满意度由91％上升至98％（P<0.01）。实施精细化管理，岗位职责精细化、优化体检
流程、质量控制，使整个体检项目完成率由68%提高到90%，通过新增体检办理窗口、
开通网上缴费与自助缴费机的运行使用，使体检客户平均办理时间由40分钟缩短到20
分钟，且90％的体检客户可在计划时间内开始或完成体检。通过严格质量把关与考勤
制度，各检查项目均能高效准时开始，不仅有效控制了差错、误诊、漏诊的发生，也
避免了可能由此引发的医疗纠纷、医患矛盾。员工自评得分结果显示：较活动前工作
热情、团队凝聚力、品管手法和沟通协调与解决问题的能力方面有显著提升
（P<0.0001）；在创造性思维能力、责任和自信心较活动前也有显著差异（P<0.05）。带
动员工积极参与精细化管理当中并树立“消灭浪费、精细做事、持续改善”的精细化
思想意识和质量严格把控端正态度，调动了员工积极主观能动性，提高了发现问题、
解决问题能力，从而大大提高了体检工作效率。更为精细化管理应用提供了建设性意
见，为同行体检机构管理提供了经验借鉴
体检接待量与体检收入的大大增加标志着精细化管理的成功实施，但在国内仍处
于发展阶段因而致使其仍存在较多发展空间。它不仅能降低运营成本，赢得核心竞争
力，还可提升体检服务质量、提高管理效能，从而实现经济和社会效益双丰收
关键词：精细化管理；满意度；效率；质量控制
西南交通大学硕士研究生学位论文第II页
Abstract
Health management in China continues to develop, there is a growing demand for
preventive care, not only for medical quality put forward higher standards and more puts
forward more strict requirements on the detail management. Therefore the elaborating
management procedures, standards, digital managers will make a medical institutions can be
efficient, coordinated, sustainable development, therefore, apply the elaborating management
to a medical center in work, make the limited manpower and resources to achieve maximum
effect, reduce operating costs, optimize medical link process is the key of the reform of the
present transformation.
Hospital physical examination center through 15 years in January - December 16
experimental, implement of fine management for hospital (SC) in Sichuan province people's
hospital medical center operating status quo, through investigation and research, literature
review, expert consultation and fine management techniques and tools, the center in order to
optimize SC hospital medical process, reasonable distribution, reduce the medical customer
waiting time, saving medical consumables, put an end to waste, and implement of fine
management for a medical efficiency and discusses the quality control, cost effective,
communication, analysis.
Through the implementation of refined management, optimized workflow, improved
work efficiency and physical examination quality, the customer satisfaction of physical
examination increased from 91% to 98% (P<0.01)., implement of fine management
responsibility refinement, optimize medical process, quality control, make whole medical
project completion rate from 68% to 68%, with the addition of physical examination for
window, open the online payment and self-service payment machine operation use, make a
medical customer average handle time shortened to 20 minutes, 40 minutes and 90% medical
customers can start or in the plan time to complete a medical. Through strict quality control
and attendance system, each inspection project can efficiently start on time, not only
effectively control the error, the occurrence of misdiagnosis and missed diagnosis, also avoid
the possible the resulting in medical disputes, doctor-patient conflicts. The results of
self-assessment of employees showed that there was a significant improvement in the ability
西南交通大学硕士研究生学位论文第III页
of working enthusiasm, team cohesion, quality management and communication
coordination and solving problems before the activity (P<0.0001);There was also a
significant difference between creative thinking ability, responsibility and confidence
(P<0.05).Drive employees to take an active part in the elaborating management and set up
the elimination of waste, fine work, continuous improvement fine ideology and strictly
control the quality of attitude, mobilize the employees' positive subjective initiative, to
improve the ability to find and solve problems, thus greatly improving the medical efficiency.
The more detailed management application provides constructive Suggestions for the
management of peer physical examination institutions.
The large increase of physical examination reception and physical examination income
marks the successful implementation of fine management, but it is still in the development
stage at home, so there is still more room for development. It can not only reduce the
operating cost, win the core competitiveness, but also improve the quality of medical
examination service and improve management efficiency, thus achieving a double harvest of
economic and social benefits.
Key words: Refined management; Satisfaction; Efficiency; Quality control。