基于ESIA法的大型医院门诊服务流程优化  

Based on the ESIA Method of a Hospital Outpatient Service Process Optimization

作　　者：胡丹[1] 张国力[1] 戴淼[1] 

机构地区：[1]哈尔滨医科大学附属第一医院,黑龙江哈尔滨150001

出　　处：《中国医院管理》2016年第3期58-59,共2页Chinese Hospital Management

摘　　要：目的探讨门诊服务流程优化在医院门诊管理中的应用。方法通过ESIA法对目标医院的门诊服务流程进行优化,并对优化前后的门诊服务各项指标进行比较分析。结果门诊服务流程优化后,医院门诊服务质量显著提升,测评指标中就医人次、门诊服务综合评分等指标均在优化后有明显上升,患者投诉次数、挂号和取药耗时减少。结论采用ES-IA法可以有效地对门诊服务流程优化,提升患者满意度。Objective To explore the role of outpatient service process optimization in hospital outpatient service management. Methods 5 Through the ESIA method of target hospital outpatient service process optimization, and the optimization of outpatient service before and after the comparative analysis the indicators. Results Outpatient service quality in hospital outpatient service process optimization, significantly increased, the number of evaluation indexes in medical, outpatient service comprehensive score indexes increased obviously after optimization, the patient complaint number, registered and get medicine takes less, Conclusion ESIA methods can be effective for outpatient service process optimization, the hospital should pay attention to methods used in the clinic management, improve patient satisfaction.

关 键 词：ESIA法 流程优化 门诊 

分 类 号：R197.323[医药卫生—卫生事业管理]