品管圈(QCC)是以提昇品質為目的工作同仁自主性組成一個工作改善團體，運用團體智慧、發揮創造力，發現現有作業流程的問題、擬定解決方案、實施對策與檢討，效果確認為有效之後，將改善的作業流程標準化並維持作業方案。醫院在健康照護過程中，能提供身心合一的完整醫療服務，希望達到「全人醫療」為目標。近幾年顧客服務與病人安全在醫療服務品質的要求下逐漸被重視。本研究針對門診病人等候時間，以病人滿意度做為門診抽血服務品質重要排序，藉由QCC之品質改善工具有效應用於醫療服務業，進而整合病人需求與臨床服務，以提升醫療服務品質，強化醫院整體競爭力。此品管圈活動改善前、中、後數據比較：【7:30～8:00】從改善前早上平均等待時間24.8分鐘，至改善中等待時間10.4分鐘，改善後為12.1分鐘。【8:00～8:30】從改善前早上平均等待時間20.5分鐘，至改善中等待時間12.8分鐘，改善後提昇為9.1分鐘。【整體】平均等待時間從改善前14.9分鐘，至改善中等待時間12.3分鐘，改善後提昇為8.1分鐘。改善後確實減少病人等待抽血時間、減少病人抱怨，進而提昇病人滿意度及醫院形象。

The employee who want to improve the quality constitute the Quality Control Circle (QCC) group automatically to improve the working flow by team intelligence, creativity, find out the problem for current process, propose solution, the way to implement and review the outcome. After confirmation of the effect for the improvement, a SOP will be established and implemented. To provide a syncretism of body and mind services and holistic medicine during medication care are our objective. Customer service and patient safety are valued by requirement of health care in recent years. The research focus on the outpatient waiting time for draw blood and evaluate the service quality according to the satisfaction of outpatient. Improve the medical service effectively by the quality improvement of QCC. In addition to integrate patient needs and clinical service but improve the medical service to strengthen the overall competitiveness of the hospital. Compare with the waiting time which are implement QCC or not. [7:30-8:00] The waiting time is 24.8 min before implement QCC and during the transition period, the waiting time is 10.4 min. The waiting time is 12.1 min after implementation. [8:00-8:30] the waiting time is 20.5 min before implement QCC and during the transition period, the waiting time is 12.8min. The waiting time is 9.1 min after implementation.[Overall] The average waiting time is 14.9 min before conduct QCC. 12.3 min in transition period. The waiting time shorted to 8.1 min after implement QCC. To sum up the improvement, the QCC reduces the patient waiting time and reduces patient complaints as well. Base on the reason above, patient satisfaction and hospital image are increased.