医院门诊流程优化的调研统计分析与对策

目的 为了解门诊服务流程的现状和问题,进一步改善医疗服务质量,优化医院门诊服务流程。方法 现场统计“2013年2月第一周”和“2015年7月第一周”两个时段连续一周每天来四川大学华西医院门诊就诊的患者,每半小时统计一次,分析就诊各环节人流情况,进一步采取措施,优化就诊流程、强化分层就诊,整合窗口,细分号源预约时段和就诊时段。结果 门诊流程优化前,现场办卡、现场挂号、预约挂号、收费窗口及各候诊区人流量较大,尤其是候诊区等候的人群最高峰达3 720人,拥挤时间主要集中在9:00～11:30；门诊流程优化后,各窗口人流拥挤情况得到一定改善,患者满意度由原来的90.0%上升至93.5%。结论 医院门诊流程优化应根据患者的需求,关注细节,减少流程中的往返时间,缩短患者的等候时间,简化手续,才能改善患者的就医体验,最终提高患者满意度。

Tracking analysis and its countermeasure research on hospital outpatient process

Objective To analyze the present situation and problems in the large hospital outpatient process,and to further optimize medical services. Methods The survey data of West China Hospital outpatient was collected and analyzed in February 2013 and July 2015. Based on the analysis results,the problems in current outpatient service flow were found. We then optimized the hospital outpatient service by strengthening the outpatient clinic triage,integrating the clinic windows,as well as subdividing the time periods of appointment registration and treatment. Results Before optimizing the hospital outpatient service,there were large patient flow in medical card processing department,on-site registration,appointment registration and cashier's window. The highest peak of patient number reached 3720 in the waiting area,which was concentrated in 9:00am-11:30am. After optimization of the outpatient process,the patient flow decreased to some extend and patient satisfaction improved from 90% to 93.5%. Conclusion To improve the efficiency of medical treatment for patients,outpatient service process should be optimized based on the patient's needs,such as to decrease the round-trip process,simplify the procedures,and eventually improve the patients' satisfaction level.