门(急)诊医疗服务流程重组项目的实践

门（急）诊工作是医院工作的重要组成部分，寻求适合“以人为本”的门（急）诊流程和服务模式，是“医院管理年”活动的重点内容之一，也是建设现代化和谐医院的必然要求。文章针对现有门（急）诊医疗服务流程中存在的问题——非医疗时间过长、服务流程出现阻滞甚至逆流、医患关系的日趋紧张等现状，阐明了医疗服务流程重组在医疗质量管理中的意义，具体介绍了门（急）诊医疗服务流程重组方案的设计与实施。

Scheme on Outpatient (Emergency) Medical Services Process Reengineering Project

Outpatient(emergency)medical service is the main component of hospital work.The suitable outpatient(emer- gency)medical service process and pattern is one of the important contents of hospital administration year' projeet,and it is also the requirement of construction modem harmony hospital.This paper analyzes the problems,such as the long non-medical time, block in service process and the tension relationship between doctor and patient,illuminates the significance of medical services process reengineering project in medical quality management,and introduces the design and experience of outpatient(emergency) medical service process reengineering project.