Using Service Simulation with Lean Thinking in the Process Analysis of an Intensive Care Unit—Perspectives of Patients and Their Relatives

• Main Authors: Hung-Chang Lin, 林宏錩
• Other Authors: 任恒毅
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/45675650032210793671

碩士 === 元智大學 === 工業工程與管理學系 === 100 === In the hospital, Intensive Care Unit (ICU) is an isolated space in which patients with severe and acute symptoms are treated. When patients are in ICU, their relatives are usually in psychological crisis. For persons performing medical care in ICU, most of them regard ICU patient’s relatives are also under great pressure. In order to provide a complete ICU service, not only the patients need to be well treated, but the feelings of their relatives need to be considered. In the research, one general teaching hospital is used as the study case. The study first analyzed the process of ICU from the perspectives of provider (medical staff) as well as customer (patient and relatives); the ICU customer satisfaction survey results were collected. The satisfaction score is linked to the process and formed the basis for creating the service simulation model. The model is first statistically tested as valid. Then the simulation model was used to identify critical activities of ICU process. Furthermore, scenarios of various assignments of medical staff are explored and their respective satisfaction scores are estimated. Decision on selecting specific medical staff assignment can be made based on quantative results from this service simulation model.