智慧门诊服务流程的再造与实践  

The Exploration and Practice of Smart Outpatient Service Process

作　　者：刘瑞红 降建新[1] 张晓红[1] 蒋建云 张传猛 戴雅蒙 LIU Rui-hong;JIANG Jian-xin;ZHANG Xiao-hong;JIANG Jian-yun;ZHANG Chuan-meng;DAI Ya-meng(Taizhou People's Hospital,Taizhou Jiangsu 225300,China)

机构地区：[1]泰州市人民医院,江苏泰州225300

出　　处：《泰州职业技术学院学报》2022年第4期59-62,共4页Journal of Taizhou Polytechnic College

基　　金：泰州市软科学研究计划(RKX20210053,项目主持人:张晓红)。

摘　　要：目的基于流程优化理论再造智慧门诊服务流程,并探讨其实践效果。方法选取2020年1月至2021年12月在我院门诊救治的2175559例患者,比较再造前后患者门诊挂号总人数、预约数、在线咨询及预约就诊率,患者就诊时间、候诊时间及检查等待时间,门诊各部门人流密度及医患满意度。结果再造后,门诊预约挂号及在线咨询人数显著提高,且门诊预约就诊率及在线咨询率提升,门诊患者就诊时间、候诊时间及检查等待时间均低于再造前(P<0.05)。门诊各部门人流密度均有所降低,但差异在统计学上无意义(P>0.05)。再造后患者满意度89.34%及医生满意度92.31%,均显著优于再造前(P<0.05)。结论智慧门诊服务流程的再造,实现了门诊预约及诊疗服务在时间及空间方面分布合理,提高了门诊预约就诊率,加快患者门诊就医周转,控制人流密度,有效提升医患满意度,实现自理智治,值得临床推广应用。Objective This paper establishes and reengineers the smart outpatient service process based on the pro⁃cess optimization theory,and explores its practical effect.Methods From January 2020 to December 2021,there are 215,559 patients treated in the outpatient department of our hospital selected.The total number of outpatient registration,the number of appointments,the rate of online consultation and appointment before and after the re⁃construction,the time of treatment,waiting time and examination waiting time of patients,the flow density of outpatient departments and the satisfaction of doctors and patients were compared.Results After the reconstruc⁃tion,the number of outpatient appointment registration and online consultation increased significantly,and the outpatient appointment and online consultation rate increased.The outpatient treatment time,waiting time and waiting time for examination were lower than those before the reconstruction(P<0.05).The flow density of outpatient departments decreased,but the difference was not statistically significant(P>0.05).The patients'satis⁃faction after reconstruction was 89.34%and the doctors'satisfaction was 92.31%,both significantly better than that before reconstruction(P<0.05).Conclusion The reengineering of smart outpatient service process realizes the reasonable distribution of outpatient appointment and diagnosis and treatment service in time and space,im⁃proves the outpatient appointment rate,accelerates the turnover of outpatient treatment,controls the flow densi⁃ty,effectively improves the satisfaction of doctors and patients,and realizes self-care and intelligent treatment,which is worthy of clinical application.

关 键 词：智慧门诊 护理服务 流程再造 预约服务 等待时间 满意度 

分 类 号：R197.32[医药卫生—卫生事业管理]