医院门诊就医流改进.docVIP

基于信息技术的医院门诊流程再造研究 1 引言 《牛津英语大辞典》（Oxford English Dictionary）对流程（Process）的定义是，“一个或一系列连续有规律的行动，这些行动以确定的方式发生或执行，导致特定结果的实现——一个或一系列连续的操作（Operation）。” ADDIN EN.CITE EndNoteCiteYearOxford University Press,1978/YearRecNum3/RecNumrecordrec-number3/rec-numberforeign-keyskey app=EN db-id=wd99zsat7wxtxier2d5pr2xowrvfr95pvsw93/key/foreign-keysref-type name=Dictionary52/ref-typecontributors/contributorstitlessecondary-titlestyle face=normal font=default size=100%The Oxford English Dictionary/stylestyle face=normal font=default charset=134 size=100%Ⅷ/style/secondary-title/titlespages1408/pagesdatesyearstyle face=normal font=default charset=134 size=100%Oxford University Press,1978/style/year/datespub-locationOxford/pub-locationpublisherThe Clarendon Press/publisherurls/urls/record/Cite/EndNote(Oxford University Press,1978)所谓的就医流程，就是病人就医开始到结束的一系列活动，它属于医院的内部行为，医院安排作用较强。医院的业务流程不同于一般企业，它是一个流程系统，由三大类流程作为支撑，分别为核心流程、支持流程和管理流程，其中核心流程又可以细分为门诊流程、急诊流程和住院流程。考虑到无论服务的“面上”，还是“量上”，对病人影响最大的流程是门诊流程。因此在本次就医流程讨论的重心放在“门诊就医流程”。 The definition of word “process” in Merriam-Webster’s Collegiate Dictionary is “a natural phenomenon marked by gradual changes that lead toward a particular result”. Hospital process is defined by patient activities from beginning to end of hospitalization. It is an internal behavior under the arrangement and control of hospital itself. The business process of hospitals is different from normal enterprises. It is a workflow system, supported by three categories of workflows, which are core workflow, supportive workflow and management workflow. The core workflow comprises outpatient workflow, emergency workflow and inpatient workflow. Taking into account the volume of outpatients and current service quality, outpatient workflow is essential to the patient satisfaction. Therefore this paper focuses on “outpatient workflow”. 有学者通过问卷调查法随机抽取200名门诊患者，对当日门诊数据及门诊各部门相关工作情况进行分析，研究发现目前我国大部分医院人均挂号至就诊时间平均为157.2 分钟，诊室诊断时间为18.89 分钟，预约至检查时间平均为106.4 分钟，取药等待时间平均为12.84 分钟 ADDIN EN.CITE EndNoteCiteA