基于“最多跑一次”产科门诊全程管理实践

Construction and Practice of the Whole Process Management of the Obstetric Clinic Based on“Running at Most Once”

目的:从门诊孕妇就诊全流程管理出发,探索影响患者满意度的主要因素,找出薄弱环节,为进一步优化流程、提升患者就医体验提供指导。方法:研讨某三甲专科医院产科门诊就诊流程存在的问题,于2019年3月开始实施产科门诊全程管理,采取动态调整产科门诊号源、优化平台预约开放时段、规范医生开具各类检查申请和协调各类转诊途径保持通畅等一系列措施。结果:产科门诊全程管理实施后,产科复诊预约率、三维超声有效开单率明显提高(P <0.05);产科门诊孕妇满意度高于实施前(P <0.05)。结论:通过优化复诊预约、转诊流程、检查预约及产科超声开单检查等措施,可有效提高产科复诊预约率和产科三维超声检查有效开单率,提升产科门诊孕妇满意度。

Objective:From the whole process of outpatient service for pregnant women,explore the main factors affecting patient satisfaction,find out the weak links,and provide guidance for further optimizing the process and improving the patient’s medical experience. Methods:Through the analysis and discussion of many problems in the obstetric outpatient service process of a certain grade Atertiary specialized hospital,it was determined to implement the whole process management of obstetric outpatient service in March2019,including dynamically adjusting the number source of obstetric outpatient service and optimizing the opening period of the platform appointment.Standardize doctors to issue various examination application forms. A series of reform measures were taken to coordinate various referral channels and keep them smooth. Results:After the implementation of the whole process management of the obstetric clinic,the appointment rate of obstetric follow-up and the effective billing rate of obstetric three-dimensional ultrasound were significantly improved(P < 0.05),and the satisfaction of pregnant women in the obstetric clinic was higher than that before the implementation(P < 0.05). Conclusion:Through the optimization measures in terms of follow-up appointment,referral process,inspection appointment and obstetric ultrasound billing,the rate of obstetric future appointment and the rate of obstetric three-dimensional ultrasound effective billing can be effectively improved,and the satisfaction of obstetric outpatient pregnant women can be improved.