人性化服务流程在医院的应用与实践

优化的业务流程可以创造价值和提升效益。医院流程管理包括人流、物流、信息流三大要素,分为核心流程、增强流程和支持流程三种类型。各类流程之间互为顾客关系,患者又是它们共同的顾客。人性化服务流程设计要以患者为中心,以效率和效益为目标,以信息技术为支撑,以团队精神为引导。为构造卓越的业务流程,需要对服务流程进行管理设计,进行流程规范、流程优化和流程再造。我院在医院交通、服务功能、科室布局、智能技术和就医过程等方面均引入了流程设计理念。

Application and experience of humanistic service process in hospital

Optimizing service process can improve the hospital's benefits.Hospital process management includes person flow,material flow and information flow.The process can be classified as core process,enhanced process and supported process.Each of the process is the client for the others and patient is the client for the above processes.Patient was the core target of the humanistic service process,efficient and benefit were the goals,IT was the support platform and team work was the guidance.To build excellent service process,the service process should be well designed and managed.In Yuhuangding hospital,the mind of process design were intriduced in traffic,service functions,section arrangement,intelligent technology and hospital visit process.