毕业论文：《西安市人民医院就诊流程改善》.doc

本科毕业论文 西安市人民医院就诊流程改善  燕 山 大 学 2012年6月 摘要 医院与我们的日常生活息息相关，是我们生活中不可缺少的一部分。其中的门诊部门不仅是医院的重要组成部分更是面向社会的重要窗口，是医院接触病人时间最早、人数最多、范围最广的部门。近年来，医院就诊问题一直为社会所关注，除了高昂的就诊费用之外，患者看病难、就诊程序繁琐也是一个重要原因。该原因不仅影响患者接受诊断治疗的质量和对医院服务的满意度，而且影响医院的效率和知名度。从目前情况来说，国内许多医院大都能从功能上满足患者的需要，但在方便患者就医、提高医院效率方面还存在一些问题。西安市人民医院就是其中之一。 本文根据工业工程相关理论，选取西安市人民医院医疗服务流程中的就诊流程为研究对象，对其存在的等候时间长、就诊不方便、医院效率不高等不合理问题进行分析与改进，然后对比改进前后的流程，针对仍然存在的问题做进一步的调查与分析，探讨实施“一卡通”服务的必要性与可行性并分析实施“一卡通”后的就诊流程以及所带来的好处。 关键词 就诊流程改善；流程分析法；ECRS原则；“一卡通” Abstract The hospital is connected with our daily life and an indispensable part in our life. One of the outpatient departments is not only an important part of hospital and an vital window to society, but also is the earliest department to contact with the most number patient and treating the most kinds of diseases. In recent years, the hospital has drawn great attention of society, for the reasons that it is too difficult to see the doctors and that medical program is too trivial, besides the high medical expenses. These not only affect the quality of patients receiving a diagnosis, the services and the satisfaction from the treatment of hospital, but also influence the efficiency and fame of the hospital. At present, many hospitals in our country can meets the needs of most patients, but there are still some problems in a convenient way to meet patients and raise hospital efficiency. Peoples hospital of Xian is one of them. Based on the related theories of industrial engineering, we select the Peoples hospitals medical procedure for research object, such as waiting its existing doctor for a long time , low efficiency in the hospital, unreasonable problems, which we can analyze and improve, and then compare the process and the improved. Then aimed at the still existing problems, we lead further investigations and analyses, discusses the necessity and feasibility of the implementation of all-in-one-card service and analyze doctor process and the benefits after the implementation of all-in-