Study Of The Outpatient Process Of Shortening Patient Waiting Time In A Top Three Specialist Hospital

Objective: Along with the living standard’s unceasing progress,the issue of insufficient medical services is not only limited to relieve the pain,but requirements for treatment experience are also very high.Difficulties in medical care mainly due to the long waiting time and the complex and repetitive treatment process,so the urgent affairs about improving the patients treatment efficiency are to shorten the stand-by time and optimize the treatment process.To solve the two main problems,I draw lessons from the domestic and foreign academic circles’ achievements about business process optimization and re-engineering theory applied to outpatient service.Through a top hospital’s case of outpatient service process optimization,I analyze the current reasons about the long waiting time and the short treatment time.Besides,I try my best to find some feasible countermeasures.Methods:Through the literature review,expert interviews,questionnaires,case analysis,I use a variety of methods to analyze the process of outpatient visits and do many researches from the perspective of qualitative and quantitative,give suggestions and discuss the transformation,finally determine the transformation plan,to further verify the effect of the study,in order to draw conclusions.Results:1 At the peak of registration window,it is hard to satisfy the needs of patients,while it is difficult to increase the service windows,merge the registration window and the charge window into the single one.What’s more,to shorten the waiting time,set up additional payment windows on each floor.2 Simplify the medical treatment process,and make full use of the existing queuing system to reduce the waste of time which attributes to the artificial factors.Send more staff to make the patients consult doctors properly and create a better medical treatment environment.3 According to the lack of attending doctor,make the reasonable staff scheduling and establish the emergency system.4 Generalize the mechanism in time and build the effective queuing mechanism in order to cut down the waiting time.5 The improved method via procedure-optimisation has been working effectively,which significantly reduced the average waiting time of patients.However,amendments are still required to some extent.Conclusion:The reformed scheme is useful to shorten the waiting time and there are evident improvements in satisfaction of patients.However,it still can’t solve the fundamental problem.During the peak stage,the waiting time is still long.It is necessary to make a further research and discussion on the change of management mentality,the policy measures,the cultivation of talents,the technical level and the environmental construction.