基于自助的妇幼门诊“一站式”服务流程优化及效果分析  

Service flow-sheet optimization and effect analysis on one stop service based in self-service in clinic service of maternal and child health care

作　　者：吴智娟[1] 钟文明[1] 刘晓娟[1] 刘晓峰[1] 徐跃武[1] 周华[1] 

机构地区：[1]深圳市宝安区妇幼保健院信息科,广东省深圳市518133

出　　处：《中国医院统计》2012年第5期344-347,共4页Chinese Journal of Hospital Statistics

基　　金：深圳市科技局课题（201203263）

摘　　要：目的探讨基于自助的门诊“一站式”服务流程优化效果，通过门诊信息化建设，提高门诊医生工作效率，缓解门诊病人“看病难”的压力。方法进行门诊流程优化和资源整合，构建门诊“一卡通”系统（自助办卡、充值、缴费、打印等），推行“一站式”服务；比较信息化前后的就医流程、工作效率、就诊耗时、医疗投诉、患者满意度等指标。结果门诊信息化后与信息化前相比，就医流程得到明显的优化，医生工作效率明显提升，门诊病人就诊时间显著缩短，医疗投诉下降，满意度明显改善（P〈0．01）；信息化后门诊和住院业务指标增长明显；通过优化流程、环境美化、服务人性化，缓解了医患压力，增加了社会和谐度。结论推行基于自助的“一站式”服务，促使医患双方受益，得到了政府及主管部门的重视，值得在妇幼保健院门诊及综合性医院门诊推广使用。Objective To explore the effect of one stop service based in self-service in clinic service, through construction of clinic service informationization, in order to raise efficiency of clinic service doctors and relieve the difficulty of seeing a doctor for outpatients. Methods Through flow-sheet and resource integration of clinic service, we constructed clinic service general card system（ self-issuing card, self-recharge, self-paying frees, self-printing, and so on）, carried out one stop service, then compared procedures for medical treatment, working efficiency, time consuming, medical complaint, satisfaction degree of patients between clinic service before informatization and clinic service after informatization. Results Contrast with the different stages, flow-sheet of receiving medical treatment obtained obvious optimization, working efficiency of doctors obviously upgraded, time consuming of outpatients significantly shortened, cases of medical complaint decreased, and satisfaction degree was obviously improved （P〈0.01）. Business indexes of clinic service and hospitalization grew very fast. After flow-sheet optimization, environment beautification and service humanization, it helped relieve pressure of patients and doctors, increased harmony of society. Conclusion Carrying out one stop service based in self-service, make many people profit from this service. Government and relevant authorities think highly of it. It is worth to spread in clinic service of maternal and child health care.

关 键 词：自助服务 门诊“一卡通” “一站式”服务 效果 

分 类 号：R197[医药卫生—卫生事业管理]