服务蓝图在出入院服务流程优化中的应用及效果分析

Application and Effect Analysis of Service Blueprint Applied in the Process Optimization of Admission and Discharge Service

目的对出入院服务流程进行梳理与优化,提高服务效率,改善患者体验。方法利用服务蓝图确定住院患者的出入院服务体验、内部服务流程、后台支持保障系统等,并对服务效率和患者体验进行评价。结果在某三甲综合性医院建立出入院服务中心,统筹协调所有出入院相关服务后,患者术前待床时间、办理出入院手续时间、术前检查等待时间和往返距离,均比去年同期有所降低。结论将服务蓝图应用于医院出入院服务流程的优化,通过资源合理配置、跨部门协作、信息平台支撑、规章制度保障,能够有效地保障患者安全,提高运行效率,提高患者满意度。

Objective To optimize the service process,and to improve service efficiency and patient experience.Methods Service blueprint was applied to determine patient experience,service process and support system.The service efficiency and patient experience was also evaluated.Results The Admission and Discharge Service Center was established to coordinate all service sectors and resources,so when evaluating indicators,preoperative bed time,admission and discharge service time,waiting time and walking distance of preoperative examination were lower than the same period last year.Conclusion Using service blueprint in service process optimization,together with the rational resource allocation,cross-department collaboration,information platform and policy system,can effectively guarantee patient safety,and improve operational efficiency and patient satisfaction.