基于ESIA法的社区专病门诊“全专结合”服务流程再造研究

Service process reengineering of special disease outpatient service in community health service center based on the method of ESIA

目的基于ESIA法,围绕"全专结合"诊疗服务模式,以华漕社区卫生服务中心肺结节社区专病门诊为例,开展门诊业务流程再造实践。方法以ESIA法对肺结节社区专病门诊服务进行渐进性改善。流程再造实践通过四个步骤实施:打通"全专结合"的互联渠道,清除重复检查和诊疗;借助家庭医生制服务优势,简化社区专病服务流程;贯彻"全专结合"服务理念,整合专科专病服务资源;借助分级诊疗及家庭医生制度优势,实现流程管理的自动化。结果改造后的社区专病门诊改善了原有诊疗模式下服务流程繁复、全科专科各自为战的状况。结论基于"全专结合"模式的社区专病门诊服务流程再造能够有效提升社区专病门诊的服务效能、提升患者就医效率,促进医疗资源的合理利用及医联体服务的可持续发展。

Objective To carry out the practice of outpatient business process reengineering in the community specialist clinic for pulmonary nodules in Huacao Community Health Service Center using the method of ESIA, focusing on the diagnosis and treatment service mode of “Integration of General Practice and Specialized Health Care Services”. Methods The outpatient service of community-based pulmonary nodule specialists was improved by ESIA. Results The practice of process reengineering was carried out in four steps, including opening up the interconnected channel of “Integration of General Practice and Specialized Health Care Services” and eliminating repetitive examination and treatment, simplifying the service process with the help of family doctor system, implementing the service concept of “Integration of General Practice and Specialized Health Care Services” and integrating the service resources, and realizing automated process management with the help of hierarchical diagnosis and treatment as well as family doctor system. After the reengineering, the community specialist clinic improved the complicated service process under the original mode of diagnosis and treatment and the situation of lack of cooperation among healthcare providers. Conclusions The service process reengineering of community specialist clinic based on the mode of “Integration of General Practice and Specialized Health Care Services” can effectively improve the service efficiency of community specialist clinic service, improve the efficiency of patients’ consultation, promote the rational use of health resources and the sustainable development of medical association service.