Biomaterial Database

[Quality management: reduced waiting time and enhanced efficiency in a university ear, nose, and throat outpatient department]. 2007

M Helbig, and S Helbig, and R Knecht, and H A Kahla-Witzsch, and W Gstöttner

Zentrum für HNO-Heilkunde des Universitätsklinikums Frankfurt/Main, Theodor-Stern-Kai 7, 60590, Frankfurt/Main. Matthias.Helbig@kgu.de

BACKGROUND The introduction of Diagnosis-Related Groups, which standardize payment for each clinical service, entails keeping the inpatient treatment as short as possible. Thus outpatient treatment is gaining in importance. To cope with this change, organizational and structural modifications of clinic routine are necessary. METHODS In the ear, nose, and throat outpatient clinic of Johann Wolfgang Goethe University in Frankfurt, Germany, a hotline was established that allows patients to make appointments and get advice based on quality management guidelines according to DIN EN ISO 9001:2000. The development of this project is described here step by step, from planning to inclusion in the daily clinic routine. RESULTS Patient visits became more effective despite increasing demand. This resulted in high satisfaction of patients and clinic personnel alike. CONCLUSIONS This model may contribute considerably to coping with the increasing demand for clinic appointments and to optimal use of a clinic's human resources.

UI	MeSH Term	Description	Entries
D010036	Otolaryngology	A surgical specialty concerned with the study and treatment of disorders of the ear, nose, and throat.	Otology,Otorhinolaryngology,Laryngology
D010044	Outpatient Clinics, Hospital	Organized services in a hospital which provide medical care on an outpatient basis.	Ambulatory Care Facilities, Hospital,Hospital Outpatient Clinics,Clinic, Hospital Outpatient,Clinics, Hospital Outpatient,Hospital Outpatient Clinic,Outpatient Clinic, Hospital
D011785	Quality Assurance, Health Care	Activities and programs intended to assure or improve the quality of care in either a defined medical setting or a program. The concept includes the assessment or evaluation of the quality of care; identification of problems or shortcomings in the delivery of care; designing activities to overcome these deficiencies; and follow-up monitoring to ensure effectiveness of corrective steps.	Quality Assessment, Health Care,Health Care Quality Assessment,Health Care Quality Assurance,Healthcare Quality Assessment,Healthcare Quality Assurance,Quality Assessment, Healthcare,Quality Assurance, Healthcare,Assessment, Healthcare Quality,Assessments, Healthcare Quality,Assurance, Healthcare Quality,Assurances, Healthcare Quality,Healthcare Quality Assessments,Healthcare Quality Assurances,Quality Assessments, Healthcare,Quality Assurances, Healthcare
D005858	Germany	A country in central Europe, bordering the Baltic Sea and the North Sea, between the Netherlands and Poland, south of Denmark. The capital is Berlin.
D000046	Academic Medical Centers	Medical complexes consisting of medical school, hospitals, clinics, libraries, administrative facilities, etc.	Medical Centers, Academic,Medical Centers, University,University Medical Centers,Academic Medical Center,Center, Academic Medical,Center, University Medical,Centers, Academic Medical,Centers, University Medical,Medical Center, Academic,Medical Center, University,University Medical Center
D001071	Appointments and Schedules	The different methods of scheduling patient visits, appointment systems, individual or group appointments, waiting times, waiting lists for hospitals, walk-in clinics, etc.	Patient Appointments,Patient Schedules,Schedules, Patient,Appointments,Schedules,Appointment,Appointment, Patient,Appointments, Patient,Patient Appointment,Patient Schedule,Schedule,Schedule, Patient,Schedules and Appointments
D013997	Time Factors	Elements of limited time intervals, contributing to particular results or situations.	Time Series,Factor, Time,Time Factor
D017060	Patient Satisfaction	The degree to which the individual regards the health care service or product or the manner in which it is delivered by the provider as useful, effective, or beneficial.	Satisfaction, Patient
D017598	Efficiency, Organizational	The capacity of an organization, institution, or business to produce desired results with a minimum expenditure of energy, time, money, personnel, material, etc.	Efficiency, Administrative,Productivity, Organizational,Program Efficiency,Administrative Efficiency,Organizational Productivity,Efficiency, Program,Organizational Efficiency,Program Efficiencies
D017748	Time Management	Planning and control of time to improve efficiency and effectiveness.	Management, Time,Managements, Time,Time Managements