出院病人领取中药流程再造  

A revised workflow of drawing Chinese traditional medicine among patients leaving hospital

作　　者：黎贵湘[1] 王晓冬[2] 刁永书[3] 陈本会[1] 

机构地区：[1]四川大学华西医院中西医结合科,成都市610041 [2]四川大学华西医院运营管理部,成都市610041 [3]四川大学华西医院肿瘤中心,成都市610041

出　　处：《中国护理管理》2007年第1期44-46,共3页Chinese Nursing Management

摘　　要：目的:改造出院病人领取中药流程,以缩短病人等候时间,提高病人的满意度和工作效率。方法:运用企业流程再造的技术和方法,对原有不合理的出院领取中药流程进行重组再造。结果:出院病人领取中药等候时间由流程再造前的1～3h(需煎药者为2～5h)直接转化为无等候时间,病人满意度由过去的25%提高到98%,工作效率也明显提高。结论:流程改善不仅影响流程本身,而且会影响到医疗品质,从而影响到医疗机构的核心竞争力。Objectives： To revise the workflow of drawing Chinese traditional medicine among patients leaving hospital in order to shorten the patient waiting period and improve the patient satisfaction. Method： Using the technology and method of revising workflow in enterprises. Revising the unreasonable workflow of drawing Chinese traditional medicine among patients leaving hospital. Results： The wailing period was decreased from 1 - 3 hours （or 2- 5 hours if the medicine need to be boiled or processed） before revising the drawing workflow to zero after the revising. The rate of patient satisfaction increased from 25% to 98%. Meantime, the work efficiency was improved significantly. Conclusion： The improvement of a workflow effects not only the flow itself, but also the quality of medical services and the competition ability of a medical organ.

关 键 词：病人出院 领取中药 流程再造 

分 类 号：R197.323[医药卫生—卫生事业管理]