Study On Outpatient Process Reengineering In T Hospital Of Shanghai

With the level of economic development,although China’s medical and health resources including medical technology,scientific research and teaching,hospital management,hospital building,medical equipment and other equipment in the total level of progress and growth,but the per capita medical resource quantity growth is not obvious,the medical resources are still very scarce.The State Council issued several opinions on Reform in different periods,and actively advocated the building of a harmonious doctor-patient relationship,but the hospital is still mostly a public institution,there are still many unreasonable process,seriously affect the patient experience,will lead to a series of problems such as difficult.This project mainly uses the advanced management theories and methods of BPR,from the perspective of patients with consideration of reflection and analysis of the outpatient process,the daily work of separate management departments by integrating the project team,and found shortcomings in current process,using the patient’s treatment time and satisfaction as a measure.In many aspects of process reengineering,improving operational efficiency,relieve the pressure treatment,increase patient satisfaction,improve the core competitiveness of the hospital,to break the bottleneck of development,effectively solve the "medical phenomenon of three long and one short".Finally achieve a win-win situation,at the same time,to provide relevant experience and reference for similar hospitals.This project mainly uses the methods of literature study,analysis and summaries views,achievements and experience of domestic and international relevant theories and literatures,applied to the case study of T in hospital,process reengineering,determine the evaluation index and weight satisfaction through brainstorming,Delphi method,questionnaire investigation method.Through the use of Excel,Epidata3.0,SPSS18.0 and other software before and after the doctor and patient satisfaction for both the corresponding descriptive analysis and statistical analysis to determine the effectiveness of the process reengineering.T hospital process reengineering design mainly from the increase of reservation platform,strengthen the online experience,to strengthen the line of self-service,optimization of drug distribution system,improve the clinic layout and other aspects,including: optimization of outpatient appointment mechanism,multi platform development based on the "seven in one" appointment system;by means of information online(T hospital official WeChat service,set up the hospital survey,doctors,intelligent navigation,registration,queuing,report query,floor navigation,Tingzhen notice,route to the hospital,health encyclopedia,follow-up system,feedback and other 12 kinds of services),optimize treatment process;strengthen the self-service machine to strengthen the line(function of self-help issuing,self registration,self charging,self appointment,self-help recharge,self-help,self-help refund information,satisfaction survey),shorten the treatment time;The construction of digital automatic medicine system,realize the scientific management of drug dispensing,in the actual course of the drug can be done on the patient to take the drug immediately,avoid long queues phenomenon;the creation of "taking patients as the center" treatment process,optimizing the treatment area on the organ as the center,do our best to reduce the patient to and from.Finally,through the expansion of the two aspects of T hospital process reengineering project from the quantitative and qualitative analysis,with the help of satisfaction questionnaire,the process reengineering before and after the patients and medical staff satisfaction on the outpatient service process direct quantitative comparison,single factor analysis of variance results in patients and medical staff before and after the treatment,patients before and after the registration process reengineering process link,link,diagnosis payment link,take medicine link multiple items were statistically significant(P<0.05),the patients’ satisfaction by the transformation of the former 59.54% increased to 75.95%,overall satisfaction of medical staff increased from 79.06% to 89.39%,increased by 16.41% and 10.33%;on the other hand,through the analysis of the patients,hospitals,social multi dimension analysis,the number of patients in the hospital and transfer queue times were reduced by 4 times and 6 times,there are Effectively shorten the queuing time,and process reengineering project to further improve the hospital work environment,improve work efficiency,through the implementation of renovation of informatization,medical resources are fully utilized,to bring a more extensive social benefit.