大型综合性医院门诊服务流程优化与重组的探讨--以中日友好医院门诊为例（可编辑）.docVIP

大型综合性医院门诊服务流程优化与重组的探讨 --以中日友好医院门诊为例（可编辑） 摘 要 门诊服务流程是指病人在医院门诊接受医疗服务的过程。当今医学科学技 术不断发展,分科越来越细,各种检查技术也越来越多,加上人们生活节奏的 加快以及日均门诊量的增加,原有的门诊就诊流程已不能适应于患者。在医院 从方便管理到方便病人的转型中,以病人为中心,提高人民群众对医疗服务质量 的满意度是医院追求的目标,也是我国卫生管理部门对各医疗机构的要求。随 着我国医疗卫生体制改革的逐步深入,门诊流程的优化是大型综合性医院应该 面对而且是必须面对的问题。门诊流程优化就是以业务流程重组(BPR)理论为 指导,以“流程导向”为目标,以“顾客(患者)满意”为标准,目的在于通 过引入信息技术和作业流程重组,提出一套优化、创新、更适合国情的、充分 体现人文精神的门诊流程模式。 本文收集了中日友好医院的就诊流程现状和相关资料进行分析,合理评估, 提出问题,采取相应的措施,以期提高门诊医疗服务质量,使就诊流程更为人 性化、科学化,为患者提供满意的医疗服务。 本文采取问卷调查方法,一共调查了 489 名门诊病人,征询他们对医院门 诊服务流程的看法和意见,并对资料进行卡方检验。对涉及医院门诊服务流 程 各个环节的医院有关部门及其负责人进行访谈。[关键词]:门诊;服务;流程; 优化 4Abstract The outpatient service process refers to the whole process of medical service the out-patients receive in the hospital。Nowadays,along with the constant development of medical science,diversified departmental classification of the hospital,the ever-increasing types of medical examinations, the modern life style with much more quickened tempo,and the rising average daily outpatient volume,the old-fashioned outpatient flow process can no longer meet the needs of the patients。 Given the above factors, the center of gravity of hospital administration work is thus shifted from administration-convenience to patient-convenience with newly adopted patient-oriented service pattern so as to achieve the greatest possible patient satisfaction towards medical services the patients receive in the hospital, which is not only the desired goal of the hospital but also the standard requirements set forth by the relevant public health authorities in China。Along with the gradually deepened nationwide medical and public health system reform,the optimization of clinical service processing has become the key issue faced by all large general hospitals。 Aimed at achieving proper processing orientation and highest possible clients (patients)satisfaction standards, and guided by the theory of Business Process Reengineering(BPR),and by introducing information technology and busine