病人追踪法用于上海市某医院门诊服务流程优化的实践和思考

目的：调查分析门诊服务流程的环节以及病人和家属意见,优化服务流程.方法：使用病人追踪法,对医院门诊患者抽样追踪,测量各基本环节的频次、耗时等,以确定相关因素对门诊流程进度的影响和流程优化的效果.结果：优化后的服务流程有效缩短了门诊患者就医时间,提高了门诊工作量和效率.结论：病人追踪法可以有效收集患者就诊数据,为改善服务流程提供第一手详实资料,有效提高门诊工作效率和服务质量,提高患者满意度.

Practice and Thinking of Out-Patient Service Process Optimization Based on Patient tracer Method

Objective：To optimize the service process through investigating out-patient service process and patient＇s opinion.Methods：Patient Tracer Methodology was used to track patients＇condition,measure the frequency of every basic link and the time consuming.The relevant factor that may affect the out-patient process and process optimization was then determined.Results：The optimized service process reduced the time the outpatient used in seeking medical advice and improved the work efficiency.Conclusion：Patient Tracer Methodology can effectively collect data of out-patients.To provide first-hand data for improving the service process,improve the clinic work efficiency and service quality,increase patient＇s satisfaction.