疫情下军队三甲医院门诊流程再造

Outpatient Process Reengineering in a Top Tertiary Military Hospital during COVID-19 Outbreak

目的探讨新型冠状病毒肺炎疫情下门诊管理和运行新模式的建立,为疫情下军队三甲医院门诊高效运行提供方法。方法结合国内医疗机构新型冠状病毒肺炎疫情下门诊运行相关经验,通过加强预检分诊管理、合理开展普通病区诊疗活动、强化院内感染感控,实现疫情下门诊管理模式的转变。结果2020年2月1日至4月30日,针对门诊管理中的9个具体流程进行优化,医院共接诊患者342480例,实现员工“零感染”,患者及陪同者“零漏诊”,门诊患者满意度达到98%。结论通过优化门诊管理各流程,完成疫情条件下门诊流程再造,但仍需要在实践中不断更新和完善。

Objective To explore a new model of outpatient management during COVID-19 outbreak, and provide a method for the efficient working of the outpatient service in the military’s top tertiary hospitals during the epidemic. Methods We have referred to the experience of the outpatient operation during the COVID-19 epidemic situation in domestic medical institutions, strengthened pre-examination and triage management, conducted reasonable diagnosis and treatment activities in common wards, and strengthened infection control in the hospital. The transformation of outpatient management mode during the epidemic situation was realized. Results From February 1 to April 30, 2020, the nine specific procedures in the outpatient management were optimized. A total of 342,480 patients were received. "zero infection" for employees, patients and accompanying persons, "zero missed diagnosis", and 98% satisfaction of outpatients were achieved. Conclusion By optimizing the outpatient management process, the outpatient process reengineering is completed under the epidemic conditions, but it still needs to be continuously updated and improved in practice.