三甲公立医院优化门诊服务流程的研究综述
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摘要
公立医院我国是医疗体系的主体,是国家提供公共服务和公共医疗的主要平台,"三长一短:、医患关系紧张是目前公立医院的主要困境,其中医院门诊流程的不合理、患者等待时间过长是重要原因。该文就现有门诊服务流程及相关概念、信息化技术在门诊流程中的实施应用以及优化门诊流程的相应措施进行综述,为各医院管理者提供参考依据。
Public hospitals in China are the main body of the medical system, and are the main platform for the state to provide public services and public medical care. That the "three long and one short" and the tension between doctors and patients are the main difficulties of public hospitals, and the outpatient process is unreasonable, the patient's waiting time is too long is an important reason. This article summarizes the existing outpatient service process and related concepts, the application of information technology in the outpatient process and the corresponding measures to optimize the outpatient process, and provides reference for hospital administrators.
Public hospitals in China are the main body of the medical system, and are the main platform for the state to provide public services and public medical care. That the "three long and one short" and the tension between doctors and patients are the main difficulties of public hospitals, and the outpatient process is unreasonable, the patient's waiting time is too long is an important reason. This article summarizes the existing outpatient service process and related concepts, the application of information technology in the outpatient process and the corresponding measures to optimize the outpatient process, and provides reference for hospital administrators.
引文
[1]高平.医院门诊流程管理研究[D].济南:山东大学,2016.
[2]侯佳乐,李娜,马进,等.新医改背景下上海市居民对基层医疗卫生服务满意度的调查研究[J].中华医院管理杂志,2011,27(10):762-766.
[3]Gjolaj LN,Campos GG,Olier-Pino A I,e al.Delivering Patient Value by Using Process Improment tools to Decrease Patient Wait Time in an Outpatient Oncology Infusion Unit[J].Journal of Oncology Practice,2016,12(1):e95-e100.
[4]国务院关于印发“十三五”深化医药卫生体制改革规划的通知[EB/OL].http://www.gov.cn/zhengce/content/2017-01/09/content_5158053.htm.
[5]卫计委公布改善医疗服务计划(2015-2017)成绩单-健康界[EB/OL].http://www.cn-healthcare.com/article/20151216/content-480453.html.
[6]廖婧延,孙昌朋,陈望忠.门诊流程信息化建设的现状与优化建议[J]现代医院,2015(7):131-132.
[7]吴晓玲,周业勤.儿童医院门诊就诊流程优化研究[J].卫生软科学,2012(11):947-949.
[8]罗思仪.分级诊疗背景下基层公立医院门诊流程精益优化研究[D].广州:南方医科大学,2009.
[9]Basu A.A case study of sysytems analysis to improveservice in a amultidisciplinary outpatient clinic[J].JhospAdm,2012,1(1):15-20.
[10]闫国涛.邯郸市M医院全分时段预约门诊模式研究[D].保定:河北大学,2016.
[11]张会会,南京辉,邸金平.门诊患者等待时间及其影响因素探析[J].中国卫生事业管理,2014,31(8):581-583.
[12]Holden R J.Lean Thinking in emergency departments:a critical review[J].Ann Emerg Med,2011,57(3):265-278.
[13]Toussaint JS BL.The promise of lean in health care[J].MayoClinic Proceedings,2013,1(88):74-82.
[14]P.Gary Jarrett.An Analysis of International/leaith Care Log/stics:The/]enefits and Implications of Implementing Justin-Time Systems in the Health Care Industry[J].Leadership in/lealthServices,2006,19(1):1-10.
[15]韦丽.公立医院就诊流程优化研究[D].南宁:广西大学,2016.
[16]方鹏蕃,刘琴.拓展、创新与深化:对我国公立医院治理与改革的思考[J].中国医院管理,2013(1):1-3.
[17]罗思仪.分级诊疗背景下基层公立医院门诊流程精益优化研究[D].广州:南方医科大学,2016.
[18]Murray M,Berwick DW.Advanceaccess:reducingwaiting and delay in marycare[J].JAMA,2003,289(8):1035-1040.
[19]丁枭伟,封国生.以信息技术优化医院门诊服务流程[J].中国病案,2012(13):29-31.
[20]刘欣婷,阮崧.我国大型医院门诊流程优化措施及其效果评价综述[J].中国医院管理,2018(447):33-35.
[2]侯佳乐,李娜,马进,等.新医改背景下上海市居民对基层医疗卫生服务满意度的调查研究[J].中华医院管理杂志,2011,27(10):762-766.
[3]Gjolaj LN,Campos GG,Olier-Pino A I,e al.Delivering Patient Value by Using Process Improment tools to Decrease Patient Wait Time in an Outpatient Oncology Infusion Unit[J].Journal of Oncology Practice,2016,12(1):e95-e100.
[4]国务院关于印发“十三五”深化医药卫生体制改革规划的通知[EB/OL].http://www.gov.cn/zhengce/content/2017-01/09/content_5158053.htm.
[5]卫计委公布改善医疗服务计划(2015-2017)成绩单-健康界[EB/OL].http://www.cn-healthcare.com/article/20151216/content-480453.html.
[6]廖婧延,孙昌朋,陈望忠.门诊流程信息化建设的现状与优化建议[J]现代医院,2015(7):131-132.
[7]吴晓玲,周业勤.儿童医院门诊就诊流程优化研究[J].卫生软科学,2012(11):947-949.
[8]罗思仪.分级诊疗背景下基层公立医院门诊流程精益优化研究[D].广州:南方医科大学,2009.
[9]Basu A.A case study of sysytems analysis to improveservice in a amultidisciplinary outpatient clinic[J].JhospAdm,2012,1(1):15-20.
[10]闫国涛.邯郸市M医院全分时段预约门诊模式研究[D].保定:河北大学,2016.
[11]张会会,南京辉,邸金平.门诊患者等待时间及其影响因素探析[J].中国卫生事业管理,2014,31(8):581-583.
[12]Holden R J.Lean Thinking in emergency departments:a critical review[J].Ann Emerg Med,2011,57(3):265-278.
[13]Toussaint JS BL.The promise of lean in health care[J].MayoClinic Proceedings,2013,1(88):74-82.
[14]P.Gary Jarrett.An Analysis of International/leaith Care Log/stics:The/]enefits and Implications of Implementing Justin-Time Systems in the Health Care Industry[J].Leadership in/lealthServices,2006,19(1):1-10.
[15]韦丽.公立医院就诊流程优化研究[D].南宁:广西大学,2016.
[16]方鹏蕃,刘琴.拓展、创新与深化:对我国公立医院治理与改革的思考[J].中国医院管理,2013(1):1-3.
[17]罗思仪.分级诊疗背景下基层公立医院门诊流程精益优化研究[D].广州:南方医科大学,2016.
[18]Murray M,Berwick DW.Advanceaccess:reducingwaiting and delay in marycare[J].JAMA,2003,289(8):1035-1040.
[19]丁枭伟,封国生.以信息技术优化医院门诊服务流程[J].中国病案,2012(13):29-31.
[20]刘欣婷,阮崧.我国大型医院门诊流程优化措施及其效果评价综述[J].中国医院管理,2018(447):33-35.