改善门诊流程 促进医患和谐

改善门诊流程就是以病人为中心，在现有就诊流程的基础上，充分利用信息技术手段，对门诊的作业流程进行重新思考和重新设计，以求得医院门诊在成本、质量、服务和速度等方面获得进一步的改善，从而减缓医护人员与病人之间可能出现的矛盾。从几个方面探讨了改善门诊流程的途径和方法，经多家医院实施和验证，在医护人员工作效率、病人满意度、医院效益等指标上都有了显著提高，和谐的医患关系得到加强。

Reform the Out-patient Service Process and Advance the Harmonious Relationship Between Doctors and Patients

The outpatient service process rebuilding is to make the patient focused. Combining the hospital management policy and information technology application, outpatient service process have been reformed and redesigned in order to improve the service and quality of outpatient care, reduce the cost of patient, and avoid the conflict between doctors and patients. This paper tries to discuss some methods which applied successfully in hospitals to increase the patients＇ satisfaction and advance the harmonious relation between doctors and patients.