跟踪患者就诊过程的医疗服务质量评价方法

A medical quality evaluation method by follow-up outpatient service process

以第三方角度观察患者门诊就医过程,寻找流程瓶颈及就诊规律、就诊所需时间成本。通过跟踪可以发现该院就医流程的诸多问题,如环节设置过多,检查科室位置不集中等。与此同时,能更客观的分析就诊流程的瓶颈及环节设置不合理的问题,为就诊流程再造和提高患者满意度提供依据。

By view of the third-party,the outpatient service process in hospital was observed to find the bottleneck in process,outpatient treatment rule and the time cost of visiting. Problems such as too much chains,the location of test section did not focus were found. Meanwhile,the bottleneck and irrational link setting in outpatient service process was more objectively analyzed to provide evidence for process redesigning and improving patient＇s satisfaction.