武汉市某医院门诊服务流程优化的实施效果探析

Analysis on Effect of Outpatient Service Process Improvement Practice in a Hospital in Wuhan

目的:对某医院门诊服务流程优化的实施效果进行分析和评价。方法:分两阶段分别随机抽取420名患者作为对照组和实验组,对其门诊耗时及满意度评价进行问卷调查和对比分析。结果:在门诊服务流程优化前后,医院相关科室的门诊量出现不同程度的上升,但不具统计学意义(>0.05);患者的排号耗时、缴费耗时、取药耗时及门诊总耗时均出现了不同程度的缩短,且均具有极其显著的统计学差异(<0.01);就诊患者对门诊服务流程的满意度有所提高,且具有统计学差异(<0.05)。结论:该医院实施的门诊服务流程优化措施能够有效提高其门诊服务的效率和质量,但仍停留在试行和探索阶段,尚具有一定的局限性。

Objective：To analyze and evaluate the process optimization of outpatient service in a hospital.Methods：Randomly chose 420 patients and divided them into the control group and experimental group,to conduct questionnaire survey and to analyze the time-consuming and satisfaction assessment.Results：After the optimization,hospital showed an increase in outpatient services,but with no statistical signifi-cance（0.05）;time-consuming of registering,paying taking medicines and total time-consuming shortened with a great significance（0.01）;the satisfaction degree improved with statistic significance（0.05）.Conclusion：The optimization helped to improve the quality and efficiency of outpatient service,but still had a lot to improve.