大连医科大学附属第一医院特需专家门诊流程再造的应用效果

Application effect of process reengineering for special needs specialists in the First Affiliated Hospital of Dalian medical university

目的研究大连医科大学附属第一医院特需专家门诊流程再造的应用效果。方法本研究通过对大连医科大学附属第一医院特需专家门诊就诊整体流程的观察与问题分析,找到制约特需专家门诊诊疗效率进一步提升的瓶颈,并从诊前、诊中、诊后三个环节,对从预约到回诊全过程进行问题梳理,在现有流程基础上提出优化和再造,将流程、时间成本、号源利用等方面再造后的应用效果与再造前进行比较观察。结果通过实施精细化管理,流程再造后,大连医科大学附属第一医院特需专家门诊诊疗效率、信息化水平、服务质量等均得到显著提升,患者在就诊各环节的无效等待时间明显缩短,号源利用率由59.9%提升至90.5%。结论通过对特需专家门诊实施流程再造,对提升患者就诊体验,提高医疗护理质量,促进医患关系和谐,提高医院综合竞争力具有一定的实践意义。

Objective To study the application effect of process reengineering in the outpatient department of special needs specialists in the First Affiliated Hospital of Dalian Medical University.Methods Through the observation and problem analysis of the overall process of outpatient treatment for special needs experts in the First Affiliated Hospital of Dalian Medical University,this study found the bottleneck restricting the further improvement of the efficiency of outpatient treatment for special needs experts,and sorted out the problems in the whole process from appointment to return visit from the three links before,during and after consultation,and proposed optimization and reconstruction on the basis of the existing process.The application effect after reengineering was compared with that before reengineering in terms of process,time cost and number source utilization.Results After the implementation of fine management and process reengineering,the efficiency,informatization level and service quality of the special needs experts outpatient department in the First Affiliated Hospital of Dalian Medical University were significantly improved,the invalid waiting time of patients in each link was significantly shortened,and the number source utilization rate was increased from 59.9%to 90.5%.Conclusion It is of practical significance to improve the patient experience,improve the quality of medical care,promote the harmonious relationship between doctors and patients,and improve the comprehensive competitiveness of hospitals through the implementation of process reengineering in the outpatient department of special needs experts.