我院建设中门诊就诊流程优化的对比研究

Comparative Study on the Optimization of Outpatient Consultation in the Construction of Intelligent Hospital

目的利用互联网信息技术开展医院门诊业务流程的优化和再造,提高工作效率和就诊者满意度。方法收集门诊就诊流程优化前后我院的门诊流程环节、门诊量和就诊者等待时间及患者满意度调查记录,对门诊就诊流程优化前后就诊环节、就诊排队、门诊服务站点、就诊秩序、信息传输进行对比分析。结果门诊流程优化后,门诊在诊人次逐年递增至137%,就诊等待时间平均缩短20 min,患者满意度逐年提升。结论利用信息技术优化门诊流程,对改善门诊就诊环境,提高门诊工作效率、提升门诊服务效能,保证服务质量,提高就诊者满意度具有显著的效果。

Objective To improve the working efficiency and patients’satisfaction by optimizing and reforming the outpatient services process of hospital with the internet information and technology.Methods This study collected the clinical procedures,outpatient visits and waiting time and satisfaction survey records of the hospital before and after the consultation process optimization.Meanwhile,the comparison and analysis of the consultation procedure,the doctor’s queuing,the outpatient service site,the medical treatment order and the information transmission were carried out.Results After the optimization of the out-patient procedure,the patient visits increased to137%each year,the waiting time was shortened by20min,and the patients’satisfaction increased year by year.Conclusion With the help of information technology,this optimization improves the outpatient environment,enhances the working effectiveness and efficiency,ensures the service quality and increases the patient satisfaction.