门诊服务流程优化的探索

Research on the Optimization of Outpatient Service Process

门诊是医院面向社会的窗口,是医院接触患者时间最早、患者相对集中且流量最大的部门。但是,传统的门诊服务流程设计缺少从患者角度考虑,即缺少"以人为本"的管理理念,这种流程在给患者就诊带来诸多不便的同时,也影响着医院服务质量和工作效率的提高。本文从现代医疗服务理念出发,针对以往医师用于诊疗的时间较短,而患者在排队、等候、来回奔走、四处询问等非医疗环节的时间消耗较长的症结,通过科室调整,人员优化,设施、设备整合,开辟休闲、观光候诊区,设立客户服务中心,创新服务项目、内容,制定服务标准,利用信息化技术平台等举措,将医学科学规律和人性化服务有机结合,再造门诊服务流程,从而提升医院服务质量和工作效率。

Outpatient department, the first place where patients arrived, is a window of hospital to face the public and there are so many patients concentrate here everyday. But traditional outpatient service process has not been designed from patient＇s angle, namely the clinic service is short of humanist that brings inconveniences for patients and affects the service qualities. Aiming at the problems that doctors took little time for diagnosing and patients spent much time for lining up, waiting, running back and forth, inquiring something hither and thither and so on, with the notion of modern medical services, we combined the regulation of medicine with humanized service organically and rebuilt service process in the outpatient department, such as adjustment of medical offices, optimization of the medical staffs, integration of medical facilities, opening up areas for patient＇s resting and waiting, setting up a service center for patients, raising new items of service, formulation of the service criteria, making use of informa- tion and technique - based platform and so on, in order to improve the service qualities of the hospital.