借助互联网及移动客户端优化门诊服务流程  

Optimization of the Outpatient Service Process Based on Internet and Mobile client

作　　者：张聪聪[1] 郑志博 马盼盼[1] 黄丽妍 李永宁[1] ZHANG Congcong;ZHENG Zhibo;MA Panpan(Peking Union Hospital,Beijing,100730,China;不详)

机构地区：[1]北京协和医院,北京100730

出　　处：《中国卫生质量管理》2020年第4期96-99,共4页Chinese Health Quality Management

基　　金：清华大学-北京协和医院合作专项(2019ZLH206)。

摘　　要：目的 探讨基于互联网及移动客户端优化医院门诊服务的价值.方法 以北京某公立医院为研究样本,梳理门诊服务流程,提出优化门诊服务流程方案.结果 传统就医模式下医院门诊服务流程繁琐、反复排队,即诊区待诊、挂号、缴费等待时间长,而医技待检时间较短;优化医院门诊服务后,挂号、检查缴费、取药缴费、取药所需时间明显缩短(P<0.05),患者就医满意度明显提高(P<0.05).结论 基于互联网及移动客户端的医院门诊服务流程,有效缓解了门诊部患者人流量积压,可为优化公立医院门诊服务提供参考.Objective To explore the optimization value of hospital outpatient service based on Internet and mobile client.Methods Taking apublic hospital in Beijing as a research sample,comb the outpatient service process and propose an optimized outpatient service process plan.Results Under the traditional medical treatment mode,the outpatient service of the hospital presented the complicated process and repeated queuing,which meant the waiting time for diagnosis,registration and payment was long,while the waiting time for medical technology inspection was short.After the outpatient service was optimized,the time required for registration,inspection payment,drug payment and drug collection were significantly shortened(P<0.05),and the patient satisfaction were significantly improved(P<0.05).Conclusion The outpatient service process based on the Internet and mobile client can effectively alleviate the traffic of hospital clinic patients centralized register backlog,and provide reference for optimization of public hospital outpatient service.

关 键 词：门诊服务 互联网 移动客户端 质量与信息化 

分 类 号：R197.324[医药卫生—卫生事业管理]