标题：流程优化在医院门诊管理中的实践和思考

      作者：郑步勇
    （上海市普陀区人民医院，上海 200060）

      卷次： 2013年24卷1期

      【摘要】 目的 分析门诊医疗服务流程中存在的主要问题及原因，探索构建优质、便捷、高效、低耗的门诊
服务流程的新思路。方法 根据门诊流程现状及弊端，提出了信息化辅助流程、简化就诊流程、加强导医服务、
增加门诊预约系统等方面的解决方案，观察流程优化后效果。结果 2011年度上海市网上测评、问卷调查患者
满意度由优化前的68名上升到第4名，满意率达到94.7%；门诊量由改造前的1 000人/d上升到3 000人/d，平均
就诊时间由优化前的2.5 h缩短到小于1 h。结论 门诊流程优化是一项患者和医院双赢的举措，且需要持续、动
态不断改进。

      【关键词】 门诊流程；流程优化；医院管理

      【中图分类号】 R197.323 【文献标识码】 C 【文章编号】 1003—6350(2013)01—0135—03


Process optimization in the hospital outpaient management.
ZHENG Bu-yong. People's Hospital of Putuo District,
Shanghai 200060, CHINA

【Abstract】 Objective To analyze the main problems and reasons of medical service in the outpatient pro-
cess, and to explore a superior, convenient, efficient and energy-saving initiative. Methods According to the present
disadvantages of outpatient procedure, measures including information auxiliary process, a simplified medical pro-
cess, strengthening the guide service, optimizing the outpatient appointment system were carried out. Results In
2011 Shanghai online questionnaire, patient satisfaction survey was increased from the 68th up to the 4th, and the satis-
faction rate was 94.7%. Outpatients was increased from 1 000/d to 3 000/d, and the average visit time was reduced to
less than 1 hours in spite of 2.5 hours before the optimization. Conclusion The outpatient process optimization is a
win-win initiative for the patient and the hospital, which requires continuous, dynamic improvement.

      【Key words】 Outpatient process; Process improvement; Hospital management
·医院管理·