การปรับปรุงประสิทธิภาพการให้บริการของห้องปฏิบัติการพยาธิวิทยากายวิภาค บริษัท เอ็น เฮลท์ พยาธิวิทยา จำกัด สาขาเชียงใหม่ โดยใช้กิจกรรมกลุ่มคุณภาพ

Abstract

This study aimed to improve pathology service efficiency of N Health Pathology Company Limited, Chiang Mai branch by applying the quality control circle, in which the 7-steps of QC Story theory i.e. 1) plan and problem definition, 2) understand situation and set target, 3) plan activity, 4) analyze causes, 5) consider and implement countermeasure, 6) check results, and 7) standardize and establish control were included. Research tools were 1) time-function mapping, 2) flow process chart, 3) Gantt chart, 4) bar chart, 5) fish-bone diagram, and 6) check sheet. Data obtained were analyzed by brainstorming method and content analysis. Statistics applied in this study included percentage and mean. Findings revealed that the key problem that was possible to be solved was the delayed report which was submitted after the stated deadline. Before the improvement was implemented, only 71- 86% of reports could be submitted according to the scheduled time. These percentages were under the expected target that was set at 90%. According to the problem exploration as conducted by the use of linear programming, of which the results were recorded in a form of time-function mapping, it was found that before the functions of laboratory were improved, the pathology service, starting from receiving a case to delivering testing report, excluding the queue time, consumed 122.8 minutes in total. Based upon the brainstorming to analyze causes by using the fish-bone diagram and the Pareto chart, the results demonstrated that the delay came from 3 main causes i.e. 1) tools and devices, 2) operation process, and 3) proficiency of operating staff. Within the period of three months, these causes brought along the repeated works at 186 times. However, after the functions of laboratory were improved by 1) replacing the old tissue processor with the automatic one and increasing number of embedding molds, 2) replacing the hand slide-staining with the automatic slide-stainer, and 3) organizing more training workshops for staff, the time spent on the pathology service was reduced to 110.98 minutes. In addition, the repeated works were also decreased to 96 times or 52.0%. Consequently, the ratio of report submission according to the scheduled time increased to 94.6% and could achieve the expected target.