流程优化在医院门诊管理中的实践与改进

Practice and improvement of process optimization in hospital outpatient management

目的分析门诊医疗服务流程中存在的主要问题及原因,围绕"提质升级"为重点,提升患者就医体验满意为目标,构建优质、高效、便捷的服务流程,旨在全面提高医院门诊管理水平及整体医疗服务水平。方法根据门诊流程现状及问题,通过多方式、多途径优化门诊管理工作。结果提升了门诊量及满意度,缩短了患者等候时间,提升了医院形象,在一定程度上提高了医院门诊管理水平。结论医院门诊管理对提高医院的整体医疗服务质量具有重大作用,传统的管理模式难以满足患者持续升高的服务需求,因此有必要创新门诊管理模式,对门诊流程进行优化;流程的优化是一个持续不断的改进过程,需要结合门诊患者的服务需求不断地整合与再造。

Objective To analyze the main problems and causes in the outpatient medical service process,focus on“quality improvement and upgrading”and improve the satisfaction of patients'medical experience,build a high-quality,effi-cient and convenient service process,so as to comprehensively improve the outpatient management level and the overall medi-cal service level of the hospital.Methods According to the current situation and problems of outpatient process,the outpa-tient management was optimized in many ways.Results It improved the quantity and satisfaction of outpatient service,shortened the waiting time of patients,improved the image of the hospital,and improved the management level of outpatient service to a certain extent.Conclusion Hospital outpatient service management plays an important role in improving the o-verall medical service quality of the hospital.The traditional management mode is difficult to meet the increasing service de-mand of patients.Therefore,it is necessary to innovate the outpatient service management mode and optimize the outpatient service process.The optimization of the process is a continuous improvement process,which requires our continuous integra-tion and integration of the outpatient service demand Reengineering.