基于约束理论的医院门诊业务流程重组及效果研究  

Study on Business Process Reengineering in Hospital Outpatient Service and Its Effect Based on Constraint Theory

作　　者：傅红波 金海 丁海娜 FU Hong-bo;JIN Hai;DING Hai-na(Zhoushan Women and Children's Hospital)

机构地区：[1]舟山市妇女儿童医院

出　　处：《医院管理论坛》2024年第11期35-38,共4页Hospital Management Forum

摘　　要：目的探讨约束理论在医院门诊流程重组中的应用。方法回顾性分析2022年1月-2023年12月门诊患者6826例,将2022年的3410例患者作为常规方法管理的对照组,2023年的3416例患者作为基于约束理论的业务流程重组方法管理的观察组,比较两组医疗质量(医生工作效率、诊室利用率);采用正性负性情绪量表(PANAS)比较两组情绪状态;比较两组满意度(就诊流程、医务服务、候诊环境)。结果观察组医疗质量各指标和患者满意占比均显著高于对照组(p<0.05);候诊期间,观察组PA显著高于对照组;NA显著低于对照组(p<0.05)。结论基于约束理论的业务流程重组在医院门诊管理中应用效果显著,可显著提高门诊医疗质量,使患者候诊期间情绪状态保持稳定,并改善就诊体验。Objective To explore the application of constraint theory in reengineering hospital outpatient processes.Methods 6826 outpatients from January 2022 to December 2023 were retrospectively analysed.3410 patients in 2022 were used as control group for conventional management and 3416 patients in 2023 were used as observation group for business process reengineering management based on constraint theory.Medical quality(physician work efficiency,clinic utilisation rate)was compared between the two groups.The Positive and Negative Affect Scale(PANAS)was used to compare the emotional states of the two groups.Satisfaction(consultation process,medical service,waiting environment)was compared between the two groups.Results The indexes of medical quality and the proportion of satisfied patients in the observation group were significantly higher than those in the control group(p<0.05).During the waiting period,PA was significantly higher in the observation group than in the control group.NA was significantly lower than that of the control group(p<0.05).Conclusion The application of business process reengineering based on constraint theory is effective in hospital outpatient management,which can significantly improve the quality of outpatient medical treatment,keep the emotional state of patients stable while waiting for treatment,and improve the treatment experience.

关 键 词：医院门诊 业务流程 业务重组 约束理论 

分 类 号：R197.5[医药卫生—卫生事业管理]