目的：探讨基于约束理论优化后的自助终端服务机使用流程在提高自助终端服务机使用效率中的效果。方法：选取南通市第一人民医院2018年1月—7月门诊就诊患者为研究对象。研究第一阶段应用约束理论对患者使用自助终端服务机现状的调研、原因分析；第二阶段根据调研结果进行流程优化，并对优化前后自助终端服务机使用率进行比较。结果：在多部门配合下，流程优化后自助终端服务机使用率由2.71%提高为41.33%（x2=2 006.77，P＜0.001）；挂号及缴费等待时间由27.31 ± 4.22降为8.39 ± 0.60分（F=35.748，P＜0.001）；患者就诊满意度明显上升（F=21.652，P＜0.001）。结论：基于约束理论优化后的自助终端服务机使用流程可以明显提高自助终端服务机使用效率，缩短患者排队等待时间，提升患者就医体验。

Objective：To explore the effect of optimization the process of self-service terminals servers based on Theory of Constrains in improving the utilization rate of self-service terminals servers. Methods：The outpatients in the First Hospital of Nantong from January 2018 to July 2018 were selected as the objects for study. The first stage of the study is to investigate the status on self-service terminal servers use for the outpatients and to explore associated reasons by applying Theory of Constrains；the second phase aims to optimize process based on the survey results，and to compare the utilization rate of self-service terminals servers before and after optimization flow. Results：After the application of optimization flow，the utilization rate of self-service terminals servers was increased from 2.71% to 41.33%（x2=2 006.77，P < 0.001）；the waiting time of registration and charge in the optimization group was（8.39 ± 0.60）min，which was lower than before（27.31 ± 4.22）min（F=35.748，F＜0.001）；the patients’ satisfaction was significantly improved（F=21.652，F＜0.001）. Conclusion：The optimization flow of the self-service terminal servers based on Theory of Constrains can improve the use efficiency of the self-service terminal servers，shorten the waiting time，and improve the consultation experience.