某三甲专科医院缩短患者等候时间的门诊流程改造研究

发布时间：2018-04-06 02:06

本文选题：等候时间　切入点：门诊流程　出处：《河北医科大学》2017年硕士论文

【摘要】：目的:随着人们生活水平不断进步,对于看病的需求已经不仅仅局限于解除病痛上,对于就诊体验的要求日渐增长,“看病难”的问题更多的体现在等待时间长、就诊流程复杂重复的方面上,缩短患者等候时间,改进就诊流程是提高患者就诊效率的当务之急。本论文试图参照国内外学术界将业务流程优化和再造理论在门诊服务领域实际应用的研究成果,以缩短患者等候时间、改善患者就医体验为核心,通过某三甲专科医院的门诊流程优化实践这一案例,分析目前造成患者门诊等候时间长,就诊时间短的原因及可行对策。方法:本研究通过查阅文献、专家访谈、实例分析,运用多种方法对门诊就诊流程进行分析。并且通过多方研究,给予改造建议并进行讨论求证,最终确定改造方案,进一步求证研究其实施效果,以期得出结论。结果:1挂号收费窗口高峰期难以满足患者需求,在难以增加办事窗口的前提下,将挂号收费窗口合并,各个楼层增设缴费窗口与自助机具,缩短患者往返途中的无效候时间。2简化就医流程,充分利用医院现有的排号叫号系统,减少人为因素造成时间浪费,解放人力去更好的引导患者规范就医,创造较好的候诊环境。3针对接诊医生不足的情况,合理排班,建立应急机制,应对人流高峰期的医生不足的情况。4预约机制及时推广,并建立完善的排队机制,将患者的无效候诊时间减到最少。5通过流程优化,改进措施起到了一定的效果,患者等候时间有了明显的缩短,但也仍然存在一些问题,还需进一步待改进。结论:改造方案对缩短患者门诊等候时间有所帮助,患者满意度有所好转,但仍有诸多需要改进之处,高峰期患者等候时间仍然较长,还需要从管理层心态的转变、政策性措施、人才的培养、技术层面以及环境建设等各方面进行更深入的研究和探讨。
[Abstract]:Objective: with the continuous improvement of people's living standards, the demand for medical treatment is not only limited to the relief of illness, but also the increasing demand for the experience of seeing a doctor. The problem of "difficult to see a doctor" is reflected in the long waiting time.In the complicated and repetitive aspect, it is urgent to shorten the waiting time and improve the consultation process.This paper attempts to refer to the research results of the application of business process optimization and reengineering theory in the field of outpatient service at home and abroad, focusing on shortening the waiting time of patients and improving the experience of patients seeking medical treatment.Through the practice of outpatient process optimization in a three A specialist hospital, the reasons and feasible countermeasures for the long waiting time and short visiting time of outpatient clinic are analyzed.Methods: through literature review, expert interview and case analysis, the process of outpatient consultation was analyzed by various methods.And through the multi-party research, gives the transformation suggestion and carries on the discussion to seek the confirmation, finally determines the transformation plan, further verifies the research its implementation effect, in order to draw the conclusion.Results it was difficult to meet the needs of patients in the peak period of the 1: 1 registered toll window. On the premise of increasing the service window, the registered toll window was merged, and each floor added a toll window and a self-help machine.To shorten the invalid waiting time of patients on the way back and forth, to simplify the procedure of seeking medical treatment, to make full use of the existing number and call number system in hospitals, to reduce the waste of time caused by human factors, and to liberate the manpower to better guide the patients to normalize their medical treatment.To create a better waiting environment .3 to deal with the shortage of doctors, to set up emergency mechanism, to deal with the shortage of doctors during the peak period of passenger flow, to promote the appointment mechanism in time, and to establish a perfect queuing mechanism.The invalid waiting time of patients was reduced to a minimum of .5 through process optimization, the improvement measures played a certain effect, the waiting time of patients has been shortened obviously, but there are still some problems, which need to be further improved.Conclusion: the reform scheme is helpful to shorten the waiting time of outpatient service, and the patients' satisfaction degree is improved, but there are still many needs to be improved. The waiting time of patients in peak period is still longer, and the mentality of management should be changed.Policy measures, personnel training, technical level and environmental construction and other aspects of more in-depth research and discussion.
【学位授予单位】：河北医科大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：R197.5

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