门诊医疗服务能力调查可行性分析及对就诊流程改进的影响

Feasibility analysis on outpatient service capacity and its influence on improving outpatient service process

通过对科室工作人员的抽样调查,发现工作规律、就诊高峰与窗口关系、窗口接待能力等,为流程再造和改善诊疗操作规程提供依据。根据统计医院在挂号、收费、取药三个环节的总接待容量基本可满足需要,但仍有明显的排队问题,主要和就诊时段分布不均有关系。解决这种瞬时压力,可以从疏导高峰时段患者流量、增加服务量及操作标准化几个方面探索方案。

Working law,the relationship of visiting peak and service window and service capacity are intended to be found to give evidence for redesigning outpatient service process and improving treatment operation guideline by sampling survey. Based on hospital data,the service capacity in processes of registration,charge and medicine taking can basically meet with the patient＇s demands but it also have significant queue problems. The queue problem is mainly related to the unbalanced visit time. To relief the instantaneous pressure,diverting patient flow,increasing service capacity and operation standardization could be explored.