跟踪患者就诊过程的医疗服务质量评价方法  

A medical quality evaluation method by follow-up outpatient service process

作　　者：吉训明[1] 郑向君[1] 张树雷[2] 于兴泉[3] 姚峥[1] 

机构地区：[1]首都医科大学宣武医院,北京市宣武区长椿街45号100053 [2]胜利石油管理局建翔医院,滨州市渤海五路810号256606 [3]滨州医学院附属医院,滨州市黄河二路661号256603

出　　处：《中国医院》2010年第6期10-12,共3页Chinese Hospitals

摘　　要：以第三方角度观察患者门诊就医过程,寻找流程瓶颈及就诊规律、就诊所需时间成本。通过跟踪可以发现该院就医流程的诸多问题,如环节设置过多,检查科室位置不集中等。与此同时,能更客观的分析就诊流程的瓶颈及环节设置不合理的问题,为就诊流程再造和提高患者满意度提供依据。By view of the third-party,the outpatient service process in hospital was observed to find the bottleneck in process,outpatient treatment rule and the time cost of visiting. Problems such as too much chains,the location of test section did not focus were found. Meanwhile,the bottleneck and irrational link setting in outpatient service process was more objectively analyzed to provide evidence for process redesigning and improving patient＇s satisfaction.

关 键 词：跟踪调查 就医流程 就诊时间 

分 类 号：R197.32[医药卫生—卫生事业管理]