南京市某医院门诊患者就医等候时间分析及网络化流程再造设想  

Analysis of the Outpatients' waiting Time and the Thinking of BPR Based on Internet in a Hospital,Nanjing

作　　者：周静[1] 缪轶 肖黎[3] 

机构地区：[1]华中科技大学同济医学院附属协和医院妇产科,武汉430022 [2]上海交慧投资管理有限公司,上海200032 [3]华中科技大学同济医学院附属同济医院病案科,武汉430030

出　　处：《医学与社会》2014年第12期60-62,共3页Medicine and Society

摘　　要：目的:通过分析门诊流程与患者就诊时间的关系,将门诊流程再造,从而减少患者无效等待时间、提高医院工作效率。方法:对南京某三甲医院某一天门诊患者进行随机抽样调查,同时运用文献检索分析法和流程分析法进行分析。结果:有95.8%的患者以现金支付,62.5%的患者未咨询直接挂号,患者在挂号处的平均等待时间为6.96分钟,划价和交费次数多;医生问诊时间不超过15分钟;患者平均门诊总时间为88.13分钟;门诊过程较繁琐。结论:对门诊流程进行网络化再造和优化,可显著降低患者的无效等待时间,提高医疗服务效率,增加患者满意度。Objective： This thesis aims at reducing patients＇useless waiting time and improving medical service~ efficiency by analyzing the relationship between the outpatient department process and patient＇s time spent in hospital and reengineering the outpatient department＇s process. Methods ： The author investigated randomly patients in the outpatient department of a Nanjing - based tertiary hospital, and studied their behavior with the method of literature researches and business process analysis, Results： 95, 8% of the patients paid in cash; 62.5% of the patients regis- tered without consulting ; the average waiting time at registered office was 6.96 minutes ; designated price and pay more often ; fewer doctor visiting time, almost less than 15 minutes; the average total time for outpatient is 88.13 minutes; the process is cumbersome. Conclusion： The outpatient department＇s process should be reengineered, so that we can obviously improve both medical scrvice＇s efficiency and patients＇satisfaction.

关 键 词：医疗管理 门诊 流程再造 网络化 

分 类 号：R197.3[医药卫生—卫生事业管理]