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KMID : 1031020130190010064
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Quality Improvement in Health Care
2013 Volume.19 No. 1 p.64 ~ p.72
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Optimizing the work process through improvement of reservation system
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Seo Eun-Hee
Chung Yong-Hwan
Park Young-Jae
Park Kyung-Jin
Kim Soo-Mi
Gwon Sun-Ahn
Dae Chang-Min
Min Kwan-Hong
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Abstract
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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.
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KEYWORD
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Computerized Automation of Reservation System, One-Stop Reservation System, the Same Day Reservation Rate
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