“三好一满意”视角下的门诊服务流程优化研究

Studying on optimization of outpatient services process in view of “Three Good and One Satisfaction”

"三好一满意"是卫生系统开展的系列活动,旨在提高患者满意度,而门诊则是医院工作的第一线,其服务流程的优劣、质量的高低,直接影响到患者与家属的自身体验。在"三好一满意"活动开展中,重视门诊服务流程的优化,体现了活动的本质要求。门诊服务流程的优化可以改善医院医疗质量、提高医疗服务水平。合理运用流程再造理论,坚持以病人为中心,不断强化门诊组织管理、精细门诊流程设计、优化门诊资源配置,逐步改变门诊服务流程的种种弊端,最终改善患者体验,达到让患者满意的目的。

＂Three Good and One Satisfaction＂ is a series of activities carried out by the health institutions to improve the patients＇ satisfaction. As the forefront of medical services, the quality of outpatient services process can directly influence the ex- periences of patients and their families. During the activities of ＂Three Good and One Satisfaction＂, the optimization of outpa- tient services process embodies its essential requirements, which can improve the quality of medical services. Guided with the theory of business process reengineering, centered with patients, some countermeasures can be implemented, such as intensifying the outpatient services organization management, refining process design, optimizing outpatient services resource allocation, which can gradually change the drawbacks of outpatient services and improve the patients＇ satisfaction.