公立医院就诊流程优化研究

发布时间：2018-02-05 20:30

本文关键词： 就诊流程优化一站式公立医院　出处：《广西大学》2016年硕士论文　论文类型：学位论文

【摘要】：公立医院作为公共服务和公共医疗的主要提供者,正处于“三长一短”和医患关系紧张的困境之中。目前,政府部门难以在短期内大幅度提高供给人、财、物资源。因此,提高公立医院的经济效益和社会效益需充分利用现有资源的潜力,提高其利用率,从而促进公立医院的健康发展。信息技术与移动互联网的产生和应用为医生和患者提供便捷渠道。公立医院通过优化就诊流程,改善医院现有的就诊流程及就诊形式,提高就诊的效率与公平性,最终实现快捷高效的“一站式”就诊服务模式。本文针对现有的就诊医疗服务模式进行探讨,提出公立医院就诊流程存在的弊端,以此构建“一站式”就诊服务。因此本文对流程优化的研究具有现实意义与理论意义。本文对公立医院的流程和信息化条件下的就诊模式进行分析其存在诸如耗费时间成本大、就诊过程缺乏公平性和现有预约就诊制度矛盾突出等弊端,进而探讨就诊流程优化所带来的经济效益与社会绩效。本文从公立医院流程再造的角度,研究现有就诊模式以及新就诊模式进行对比分析,并通过对公立医院的就诊时间、自动化办公、人工成本等几个方面采用成本效益分析方法进行统计分析相关数据,探讨挂号、候诊、缴费、取药等方面所产生的经济效益。此外,就诊流程优化后的“一站式”就诊服务引起就诊机会均等、信息公开透明、缓和医患关系及提升就诊服务满意度等方面的社会效益。本文主要通过网络信息收集、文献与书籍的查阅、大型公立医院的走访、调查问卷等方法收集相关信息及数据。论文运用问卷调查分析公立医院的基础数据,并将信息进行汇总。本文以公共服务均等性、效率理论以及业务流程再造为理论基础,并对传统预约、局部信息化预约、网上预约、App、微信、“未来医院”计划、掌上医院、百度医生等就诊服务模式进行研究分析,最终达到优化就诊流程的目标----采用“一站式”就诊服务实现公立医院的资源得以有效配置。公立医院在“一站式”就诊服务平台下,就诊时间不断缩短以及服务效率不断提升。本文采用成本效益分析法对“一站式”就诊服务所产生的经济效益与社会绩效进行分析,从而得出结论：“一站式”的信息化服务是变革公立医院就诊流程,解决公立医院“三长一短”服务问题的重要途径。
[Abstract]:As the main provider of public service and public medical care, public hospitals are in the dilemma of "three long and one short" and the tense relationship between doctors and patients. Therefore, to improve the economic and social benefits of public hospitals, we should make full use of the potential of existing resources and improve their utilization ratio. In order to promote the healthy development of public hospitals, the emergence and application of information technology and mobile Internet provide convenient channels for doctors and patients. In order to improve the process and form of medical treatment, improve the efficiency and fairness of the visit, and finally achieve a fast and efficient "one-stop" mode of medical service, this paper discusses the existing mode of medical service. This paper points out the drawbacks of the process of public hospital visit. To construct a "one-stop shop" Therefore, this paper has practical and theoretical significance in the study of process optimization. This paper analyzes the process of public hospitals and the treatment mode under the condition of information, such as time-consuming and costly. The lack of fairness in the consultation process and the contradictions between the existing appointment system and other shortcomings, and then explore the economic benefits and social performance brought by the optimization of the consultation process. This paper from the point of view of process reengineering in public hospitals. Through the study of the existing and new modes of consultation, and through the public hospital visit time, automated office. Cost of labor and other aspects of the use of cost-benefit analysis method for statistical analysis of relevant data, to explore the registration, waiting for treatment, payment, medicine and other aspects of the economic benefits. The "one-stop" service after the optimization of the consultation process leads to equal opportunities and transparent information. This article mainly through the network information collection, the literature and the book consultation, the large-scale public hospital visit. Questionnaire and other methods to collect relevant information and data. The paper uses questionnaires to analyze the basic data of public hospitals and collect the information. Efficiency theory and business process reengineering as the theoretical basis, and the traditional reservation, partial information booking, online booking App, WeChat, "future hospital" plan, palm hospital. Baidu doctor and other medical service model for research and analysis. Finally, to achieve the goal of optimizing the treatment process-using "one-stop" visit service to achieve the effective allocation of public hospital resources. Public hospitals in the "one-stop" service platform. This paper uses the cost-benefit analysis method to analyze the economic benefits and social performance of "one-stop" service. It is concluded that "one-stop" information service is an important way to reform the process of public hospital visit and to solve the problem of "three long and one short" service in public hospital.
【学位授予单位】：广西大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：R197.3

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