再造新型急诊医疗服务流程的研究和实践

目的：针对原有急诊医疗服务流程运作过程中经常出现的多次排队、多次交费、多处检查和等待就诊，以及等待检查、检验时间过长等症结进行改造，以期达到急诊医疗服务流程快速、高效和畅通。方法：资料来源于该院急诊科。2005年1～3月和2006年同期就诊患者的数据，采用随机发放调查问卷和现场调研相结合的方法，各收集100例次（共200例次）就诊患者诊疗过程的相关数据。2005年的数据（100例次）作为对照组，2006年的数据（100例次）作为研究组。采用系统性重新整合方法，同时全面实施计算机网络管理技术，对原有急诊医疗服务流程中存在的各种不合理的关键环节进行改造。主要干预措施包括：采用急诊电子病历管理系统、计费自动化系统、影像及检验数据网络传输共享系统；医师资源和设备资源重新整合，依据峰谷患者流特点合理安排医护人员等措施。结果：经过急诊医疗服务流程改造后，患者在就诊、检查、检验、交费的等待时间和全程诊疗时间比改造前均有明显缩短（P〈0．01）。结论：改造后的急诊医疗服务流程可明显缩短患者在就诊、检查、检验和交费等方面的等待时间，明显缩短患者全程诊疗时间，并且为患者提供高效、快速、满意的急诊医疗服务。

Modification of emergency medical care system based on computer network technique in a general hospital

Objective:A modificated emergency medical care system was designed based on business process reengineering to offer the emergency patients a more satisfactory medical service.Methods:From Jan.to Mar.in 2005 and the same period in 2006,200 emergency patients were investigated(100 cases for each time period) in a general hospital.The data of the 100 patients acquired in 2005 were served as the control group and those of the other 100 patients acquired in 2006 were served as the research group.A series measure of emergency medical service,such as computerizing administration of the patient history,utilizing the network transmission and sharing system of pictures,automatizing price system and re-integrating auxiliary examination labs,were applied in the aim of shortening the waiting times for charging,examination,etc.Results:Better satisfaction to the advanced emergency medical service process was found in the research group.The patients' waiting times for receiving diagnosis and treatment,laboratory examinations and paying fees in the research group were statistically shortened compared to those in the control group(P<0.01).Conclusion:The new emergency medical service process provided the emergency patients a quicker,more efficient and satisfactory medical service.