以信息技术优化医院门诊服务流程

门诊服务流程对于提高服务品质和提高核心竞争力具有着重要作用。本文指出了目前门诊流程中病人多次往返排队问题突出,对病人增值的医疗服务只有分科就诊、检验/检查和治疗3个环节,而挂号、划价、交费、取药4个环节是造成流程效率低下的瓶颈;原因在于就诊时间过度集中、职能划分过细和信息不共享、门诊布局和建筑结构不合理等;提出了流程再造的指导原则、策略和预期产生的效果。优化门诊流程要以信息技术和＂一站式＂服务作为门诊流程再造的核心平台,以有效提高门诊服务的工作质量、效率和患者满意度、有效利用门诊医疗资源。

Using Information Technology to Optimize Hospital Outpatient Service Process

It has important role for outpatient service process to improve service quality and core competitiveness.This paper points out the queue problem of patients back and forth during outpatient process.The added value medical services to patients only are consultation of different departments,test/examination and treatment,while the bottleneck causing low process efficiency are registration,price counting,expenses payment and getting drugs;the reasons causing that are over-concentration consultation time,over-detailed functional division,non-sharing information,unreasonable outpatient layout and building structure;it puts forwards instructional principles and strategies of reconstruction procedure and expected effect.Outpatient procedure optimization should focus on information technology and one-stop service for effectively improving work quality, efficiency and satisfaction degree of patients of outpatient service and effectively applying outpatient medical resource.