综合医院门诊服务流程化管理实践探讨  

Discussion on practice of process management of outpatient in general hospital

作　　者：姚峥[1] 刘力松[1] 张育[1] 刘德海[1] 马志娟[1] 吉训明[1] 

机构地区：[1]首都医科大学宣武医院门诊部,北京市宣武区长椿街45号100053

出　　处：《中国医院》2010年第6期19-21,共3页Chinese Hospitals

摘　　要：目的:探讨综合医院门诊服务流程化管理,科学、合理安排患者就诊过程,设计适应患者就诊需求的服务模式,提高门诊整体服务水平。方法:通过开放式咨询服务、预约诊疗服务、多种便民门诊和信息化建设,优化门诊服务流程。结论:门诊服务流程化管理应体现人性化医疗服务。开放式咨询服务有效引导患者进入门诊服务流程,预约诊疗服务是门诊服务流程院前和院后的延伸,多种便民门诊简化部分院内门诊服务流程,依托信息化建设提高门诊服务流程效率。To explore outpatient service process management,to design outpatient service process met patient＇s demands through scientifically and rationally distributing patient flow and to improve total outpatient service capacity. Methods：Opening consultation service,reservation service,convenience outpatient service and information system construction were used to optimize outpatient service process. Conclusions：Outpatient service process should reflect humanistic medical service. Open consultation service could effectively guide patients entering outpatient service process. Reservation service was the extended service of before and after hospital service. Multiple convenience outpatient service could simple outpatient service process. Hospital information system could improve the efficiency of outpatient service process.

关 键 词：门诊服务 流程管理 

分 类 号：R197[医药卫生—卫生事业管理]