重庆市基本公共卫生服务流程化管理现状及对策研究

Study on Status Quo of the Process Management of Public Health Service and Countermeasures in Chongqing City

目的:为促进基本公共卫生服务均等化提供参考。方法:通过对流程化管理的定义、原则等方面的阐述,根据重庆市基本公共卫生服务流程化管理实施运用的现状,分析流程化管理中存在的问题,针对问题提出优化建议。结果:流程化管理中存在的问题有流程环节重复,造成成本花销大;延用传统的管理模式不便于流程化管理的实施;基层工作人员对流程化管理不熟悉,工作积极性不高,导致服务效果不好,效率低下;缺少科学的考评机制,使员工工作"力不从心";"以居民、患者为中心"的服务宗旨还未得到彻底落实,影响服务结果;存在阻碍流程化管理实施的问题;流程图只张贴不应用,造成误导患者;各部门缺少信息交流平台,导致沟通有限,信息不流通,流程没有"入乡随俗";领导和管理者的观念和管理业务素质有待提高。结论:通过优化目标,节约流程成本,为居民提供更优质的基本公共卫生服务;提高服务效率,全面覆盖基本公共卫生服务;优化服务质量,提高居民满意度来提高资源的使用,促进公共卫生服务均等化的实现。

OBJECTIVE： To provide reference for promoting the equalization of basic public health services. METHODS： Through interpreting the definition and principle of process management, according to the status quo of process management of ba- sic public health services, the problems of process management were analyzed to put forwards optimization suggestions. RE- SULTS： The problems of process management were repeated process and high cost; traditional management models which continue to be used do not facilitate the implementation of process management; primary staff are not familiar with process management and poorly motivated, leading to ineffective and inefficient service; absence of scientific evaluation mechanism allows employees to be ＂powerless＂ ; the principle of ＂residents and patient-centered＂ has not yet been completely implemented, which affect the service re- sults; the problems existed hinder the implementation of process management; just posted flowchart and no use mislead patients; various departments lack of information communication platform, resulting in limited communication and information flow, and the process does not ＂do as the Romans do＂ ; the concept and professional quality of leaders and managers should be improved. CON- CLUSION： Through optimizing objectives and saving process costs, sound basic public health service is provided for residents; ser- vice efficiency should be improved and basic public health services comprehensively cover Chongqing area; to optimize the quality of service, the utilization of resource is improved by increasing residents＇ satisfaction to realize the equalization of public health ser- vices.