精细化管理改善门诊医疗服务的实践探讨

Discussion on improving outpatient care by refined management

精细化管理是不断改善门诊医疗服务的保障,转变观念是精细化管理的先决条件,以人为本、持续改进是精细化管理的关键。近年来,首都医科大学宣武医院通过精细化管理,不断改善门诊医疗服务,包括调整门诊窗口服务功能,就诊每一环节体现服务,医疗服务延伸到医院围墙之外。优化服务流程,缩短等候时间。改善就医体验,提高就诊舒适感。提高服务质量,保障患者安全。落实服务规范,提升个性化服务。

Refined management is an effective way for promoting outpatient management.The pre-condition of implementing refined management is concept transformation and human oriented,sustainable promotion are the key points of refined management.In recent years,Xuanwu Hospital of Capital Medical University has continuously improving outpatient care by refined management.The main measures include optimizing outpatient visiting information and service,extending outpatient care from hospital to pre-hospital care,changing process,shortening waiting time,promoting visiting experience,improving medical quality and assuring patient safety,strengthening standard care and providing personal care.