目的：病人抱怨等候抽血時間過久（超過38分鐘）。運用 FOCUS-PDCA 醫療流程管理模式，降低病人等候抽血時間，提昇病人服務滿意度。 材料與方法：運用 FOCUS-PDCA手法改善病人抽血等候時間。使用ROBO Dashboard 軟體統計每月病人平均等候抽血時間。 結果：利用根本原因分析(RCA)擬訂5個改善對策：1.增加服務時間：從7:30提前至7:00抽血。2.後線人員主動支援前線：當超過20位病人等候抽血時，後線檢驗人員主動支援前線抽血作業。3.增設臨時手指血糖專用櫃台：以輪椅抽血區作為臨時手指血糖檢測櫃檯，分流抽血與扎手指血糖病人。4.改變作業流程：由專人負責為病人報到，試行後發現未改善病人等候時間。5.抽血技術一致性：制定標準抽血作業流程並教育人員作業一致性。本研究實質成效：病人平均等候抽血時間由21.9分鐘下降至10.9分鐘。運用品管圈工具雷達圖，分析個人於團隊中在流程改善前後，學習到之無形效益：品管手法由2.4成長至6.5，團隊精神3.1成長至8.3，溝通協調3.5成長至7.0，責任榮譽心3.8成長至8.0，主動參與3.7成長至7.9。 結論：由以上數據顯示，執行對策後，降低病人等候時間及提昇團隊服務品質。FOCUS-PDCA是一種有系統的執行技法，實驗室可運用於最需改進的某特定流程。

Purpose: The patient complained about waiting for the blood drawing which was taken over 38 minutes. Use FOCUS-PDCA to reduce patient waiting time for blood drawing and to improve patient service satisfaction. Materials and methods: Use FOCUS-PDCA to reduce patient waiting time for blood drawing. Use the ROBO Dashboard software to statistic the average patient waiting time for blood drawing per month. Results: Using Root cause analysis (RCA) to develop five major improvement strategies: 1. Increase service time: The blood drawing from 7:00, half an hour early. 2. To support the front line: When more than 20 people wait for blood to be drawn, the lab staffs actively support the phlebotomists to do the blood drawing. 3. Add a temporary counter for finger blood glucose testing: use the wheelchair to perform finger blood glucose for patient diversion. 4.Change the workflow: Assign a person to help patient to register. After trial, found no improvement in shorten patient waiting time. 5.Maintain phlebotomy technical consistency: establish the standard blood drawing procedures and educate staffs consistency. The results of this study: the average patient wait for blood drawing time was decreased from 21.9 minutes to 10.9 minutes. To use the radar chart of QCC tool to compare the intangible benefits of individuals and teams before and after process improvement: the quality control method grows from 2.4 to 6.5, the team spirit grows from 3.1 to 8.3, the communication co-ordination from 3.5 grows to 7.0, and the responsibility honor from 3.8 grows to 8.0, actively participating from 3.7 grows to 7.9. Conclusion: The above data shows that after implementing several strategies, the patient waiting time is reduced and the team service quality is improved. FOCUS-PDCA is a systematic implementation technique that can be applied to a specific process that needs to be improved most in the laboratory.