构建“6+1”门诊服务同质化管理体系——以广东省某三甲综合医院为例  

Practice of establishing a“6+1”homogenization management system for outpatient services:a case study of a tertiary general hospital in Guangdong province

作　　者：钟旋[1] 麦晓文 王敏怡 何智敏[1] 吴绮常[1] 王思淼 汪昊 曾讯[1] 赵明[1] 刘大钺[1] ZHONG Xuan;MAI Xiaowen;WANG Minyi;HE Zhimin;WU Qichang;WANG Simiao;WANG Hao;ZENG Xun;ZHAO Ming;LIU Dayue(The First Affiliated Hospital of Sun Yat-sen University,Guangzhou 510080,China)

机构地区：[1]中山大学附属第一医院,广东广州510080

出　　处：《现代医院》2025年第4期534-536,540,共4页Modern Hospitals

基　　金：国家卫生健康委医院管理研究所一院多区项目(NIHA24YYD018)。

摘　　要：本文旨在创新多院区门诊服务同质化管理体系,提升服务质量。基于广东省某三甲综合医院的实践经验,结合《医疗机构门诊质量管理暂行规定》的要求,构建多元共治型门诊管理制度、垂直交叉型层级管理网络、民主集中型临床协管策略、指导鼓励型考核评价标准、联合协作型动态督导机制、螺旋回顾型评价改进方法以及一体化门诊诊疗系统的“6+1”门诊服务同质化管理体系。经过两年多的实践,该院门诊量年均增长超过15%,患者预约后等待时间缩短至20分钟,三级公立医院绩效考核中门诊患者满意度满分。公立医院电子病历系统功能应用水平达到6级,显著提高了医疗服务的效率和质量,提升了院区间同质化管理水平。This study aims to innovate a homogeneous outpatient service management system across multiple hospital campuses to enhance service quality.Based on the practical experience of a tertiary general hospital in Guangdong Province and in accordance with the“Interim Regulations on Outpatient Quality Management in Healthcare Institutions,”we constructed a“6+1”homogeneous outpatient service management system.This system includes:①a multi-stakeholder co-governance outpatient management system,②a vertical and cross-hierarchical management network,③a democratic-centralized clinical coordination strategy,④a guidance-encouragement performance evaluation standard,⑤a collaborative dynamic supervision mechanism,⑥a spiral retrospective evaluation and improvement method,and⑦an integrated outpatient diagnosis and treatment system.After over two years of implementation,the hospital’s outpatient volume has grown by an average of over 15%annually,patient waiting time after appointment has been reduced to 20 minutes,and patient satisfaction in the tertiary public hospital performance evaluation achieved full marks.The electronic medical record system functionality reached Level 6,significantly improving healthcare service efficiency and quality while enhancing homogeneous management across campuses.

关 键 词：多院区 门诊服务 管理体系 

分 类 号：R197.3[医药卫生—卫生事业管理]