运用诊间预约改善门诊检查流程
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摘要
目的:借鉴业务流程再造的理念和方法,在医院新建、改建和扩建的过程中,要按照流程再造的理念进行设计,改善医院门诊检查服务流程,建立符合医院的经营规律,适应患者需求。方法:运用精细管理的理念及工具,对门诊检查流程进行重现,发现痛点,找出原因,提出改善措施。结果:通过调研,确立了门诊检查流程"检查烦"的问题,针对问题,对患者进行满意度调查,找出需要改造的原因:与患者的沟通效果不佳,对门诊高低峰时期的应对不到位和非价值流程多,排队多,病人多次盲目往返。针对这三个原因,提出了改善措施:诊间预约检查功能(按权重预约)和短信提醒功能。结论:通过实施诊间预约和短信提醒功能,改善患者体验,有利于提高患者满意度,改善医院的服务品质。
Objective: To draw lessons from the concept and method of business process reengineering, in the process of building, rebuilding and expanding of hospital, the design is made according to the concept of process reengineering, the hospital outpatient examination service flow is improved, the operation rules suitable for the hospital are established, and the needs of patients are met. Methods: With the concept and tool of meticulous management, the process of outpatient examination is reproduced, pain points and causes are found out, and improvement measures are proposed. Results: Through the investigation, the problem of troublesome examination in the outpatient examination process is found. In view of the problem, a satisfaction investigation is made on the patients, and the reasons for the improvement are found, including poor effect of communication with the patients, poor response to the high and low peak period of the outpatient, many non-value processes, frequent queuing, and repeated blind round trips of the patients. In view of these three reasons, improvement measures are proposed, including the outpatient appointment examination function(appointment by weight) and the SMS reminder function. Conclusion: Through the implementation of the outpatient appointment and the SMS reminder function, the patient experience, patients' satisfaction and the service quality of hospitals are improved.
Objective: To draw lessons from the concept and method of business process reengineering, in the process of building, rebuilding and expanding of hospital, the design is made according to the concept of process reengineering, the hospital outpatient examination service flow is improved, the operation rules suitable for the hospital are established, and the needs of patients are met. Methods: With the concept and tool of meticulous management, the process of outpatient examination is reproduced, pain points and causes are found out, and improvement measures are proposed. Results: Through the investigation, the problem of troublesome examination in the outpatient examination process is found. In view of the problem, a satisfaction investigation is made on the patients, and the reasons for the improvement are found, including poor effect of communication with the patients, poor response to the high and low peak period of the outpatient, many non-value processes, frequent queuing, and repeated blind round trips of the patients. In view of these three reasons, improvement measures are proposed, including the outpatient appointment examination function(appointment by weight) and the SMS reminder function. Conclusion: Through the implementation of the outpatient appointment and the SMS reminder function, the patient experience, patients' satisfaction and the service quality of hospitals are improved.
引文
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[2]高逸佳,孙斌,汪新.医院门诊诊间确费预约流程的建立与实施[J].上海护理,2013,13(2):28-30.
[3]孙勇,陈建成.医院门诊就医流程优化与创新[J].中国数字医学,2012,9(35):111-113.
[4]罗贤斌,曾凡,黄昊.医院门诊就医流程的优化[J].中国医学教育技术,2011,25(1):67-69.
[5]杨军,郑君惠,徐焕文,等.某三甲医院MR室预约候诊时间的现况调查及其对满意度的影响[J].现代医院,2015,15(12):126-127.
[6]钟雪青.临床影像检查预约系统的设计及应用[J].信息与电脑,2016(6):108-110.
[7]慕长萍.分时段预约再MRI检查中的应用探讨[J].现代医药卫生,2016,32(11):1703-1704.
[8]周密,罗诚祖.磁共振检查流程优化前后的效果比较与分析[J].解放军医院管理杂志,2012,19(11):1039-1041.