医院门诊就医流程优化与创新  

The Hospital Outpatient Service Process Optimization and Innovation

作　　者：孙勇[1] 陈建成[2] 

机构地区：[1]南京军区福州总医院收费室 [2]南京军区福州总医院442临床部

出　　处：《中国数字医学》2012年第9期111-113,共3页China Digital Medicine

摘　　要：目的:为解决目前存在看病难的热点问题,重在为患者建立更为方便快捷的就诊渠道。方法:着眼于医院服务目标,通过深入研究医院门诊业务流程的现状,建立崭新的流程模型,门诊流程的再造。结果:建立客户服务系统、利用自助服务平台、联合第三方机构参与协同服务、建立综合服务中心提供"一站式"服务等关键技术和手段,找到了更为合理实用的门诊就诊服务流程再造的方法,设计和规划新的门诊业务流程重构方案。结论:建立更加高效便捷的门诊服务新模式,加快就诊速度,节省时间,提高服务效率和质量,对于医患双方都是有利的变革,从而使我国的医疗事业得到更快更好的发展。Objective： To solve the existing difficulties in getting hot problems, focusing on the patients with more convenient and quick established for the medical channels. Methods： Look at the hospital service target, through deep research of the present situation of outpatient business process, a new process model, the reforging of outpatient service. Results： Build up customer service system, the use of self-help service platform, joint third party agencies participate in collaborative services, to set up a comprehensive service center to provide ＂one-stop＂ services, and other key technology and method, find a more reasonable and practical clinic service process reengineering method, design and planning new outpatient service business process reconstruction plan. Conclusions： Build more effective and convenient outpatient service mode, speed up the clinic speed, save time, improve the service efficiency and quality, for both doctors are Favorable to change, in order to enable our medical enterprise get better and faster development.

关 键 词：医院门诊流程 优化 创新 

分 类 号：R197.3[医药卫生—卫生事业管理]