通过医院门诊流量分析促进门诊精细化管理-中国数字医学.PDFVIP

应用交流 Application and Communication 通过医院门诊流量分析 促进门诊精细化管理 潘晓雷① 杨眉① 蔡海山① 陈雪艳① 庄汉森① 摘 要 目的：通过门诊流量分析，发现问题，总结规律，提出合理化建议。方法：利用数据挖掘技术，通过对日门诊流 量数据分析患者就诊习惯，通过对年门诊流量与诊室数分析医生有效问诊时间，通过病患年龄层分析医院发展的服务重 点，通过各门诊量来分析每个科室门诊的出诊效率以及管理水平。结果：门诊流量递增须加强门诊精细化管理，主要措施 是改善门诊就诊环境，优化就诊流程，完善配套服务。 关键词 门诊流量 精细化管理 满意度 数据统计 Doi:10.3969/j.issn.1673-7571.2013.12.027 Promote Fine Management of Outpatient by the Analysis of Outpatient Service Flow in Hospital / PAN Xiao-lei, YANG Mei, CAI Hai-shan, et al//China Digital Medicine.-2013 8(12): 87 to 89 Abstract Objective: Through the analysis of outpatient service flow, the problems are found, rules are summarized, and reasonable suggestions are given. Method: With data mining technology, through the data of daily outpatient service flow, doctor-visiting habits of patients are analyzed; through analysis of annual outpatient service flow and the number of consulting rooms, effective inquiring time of doctors is analyzed; through the analysis of age group of patients, key services to be developed by the hospital are analyzed; through outpatient amount visit efficiency and management level of outpatient service in each department is analyzed. Results: With the increasing of outpatient service flow, fine management of outpatient service must be strengthened. The major measures include improving the environment for outpatient service, optimizing the process, and improving supporting services. Keywords outpatient service flow, fine management, satisfaction, data statistics Corresponding author Information Department, Armed Police Hospital of Guangdong Province, Guangzhou 510507, Guangdong Province, P.R.C. 门诊作为医院医疗服务的前沿窗口，其服务质量和水平不仅影响患者的满意度，而且体现医院的管理水平。创新门诊 管理，提升门诊运行效率和服务质量，提高患者满意度，是关系医院发展的重要问题，也是医院管理者必须重视的问题。