| As an important part of state-owned health assets,public hospitals are the main body of China’s medical service system and the public platform for public welfare,basic medical treatment and medical treatment.In recent years,with the continuous development of medical technology,the people have put forward higher requirements for health services,large public hospitals bear the main responsibility of providing medical and health services to the people,Outpatient Service,as the first window for patients to contact the hospital,not only directly reflects the overall medical technology and service level of the hospital,but also affects the patients’ medical experience and the overall image of the hospital,more related to the hospital brand,efficiency and long-term development.With the change of medical environment,the deepening of medical reform,the development of medical technology and the improvement of doctors’ technical level,more and more medical institutions are available for patients.The development goal of public hospitals has also been transformed into a modern hospital with top medical technology,excellent medical quality,efficient medical service,fine hospital management and high patient satisfaction.It is an inevitable choice for the reform and development of public hospitals to solve the phenomenon of “Three long and one short”in the outpatient service of public hospitals,optimize the outpatient service process,promote the process to be closer to the needs of patients and embody the concept of“Patient-centered”sustainable development,it is also the only way for public hospitals to improve the medical service output rate,improve the service quality,reduce the operation cost,enhance the core competitiveness and promote the high-quality development.This study takes the outpatient service flow of the Lanzhou University Second Hospital as an example,using the field observation method,to observe the matching of medical demand and supply in different functional areas and different periods,the operation and efficiency of each functional area,and the information interconnection of each department,and to find out the main problems existing in the current outpatient service flow of public hospitals.By using the method of questionnaire investigation,the patients in the outpatient department were investigated to find out their demands and the evaluation of the outpatient service process,interviews were conducted with out-patient medical workers of different seniority,professional title,educational background,Gender,specialty and Post,and hospital administrators of different levels and departments.Based on the seamless organization theory,this paper tries to find out the main problems existing in the current outpatient service flow of public hospitals,and clarifies the reasons why “Patient-centered”has not been realized.On this basis,combined with seamless organization theory and process optimization theory,the optimization path of public hospital outpatient service process is proposed.First of all,this study summarizes the components and links of outpatient service flow in public hospitals in China,and summarizes four kinds of optimization schemes.Secondly,by using the methods of on-the-spot observation,data statistics,questionnaire survey and interview,the author clarifies the five problems existing in the outpatient service process of the Second Hospital of Lanzhou University,hey are complicated and time-consuming in diagnosis and treatment,too many invalid movements,too many requests for patient information,incoherence in diagnosis and treatment,and poor overall service.Based on the seamless organization theory,five reasons are identified,such as the existence of barriers between departments,the non-continuous flow of core links,the incompleteness of first-time acquisition of patient information,the lack of parallelism in each link of diagnosis and treatment,the low time sensitivity and the delay of message transmission.Using the ESIA analysis method in the process reengineering theory,the author puts forward some suggestions on the optimization of the outpatient service process,eliminating the non-value-added links such as the printing of the examination report,the second appointment of the functional examination department,and optimizing the drug-taking links,simplifying the links of consultation and grading diagnosis and treatment of chronic diseases;to integrate resources,propose the circulation of drug prescriptions,integrate clinical areas and set up diagnostic and treatment centers,to establish the combined outpatient service of difficult and miscellaneous diseases,to launch the all-day outpatient service model,to set up one-stop Service Center for patients,to train medical talents,to carry out health knowledge popularization and value-added service,and to formulate the emergency treatment process;improve the automatic work flow,carry out post-consultation follow-up and home pharmaceutical services,health guidance,SMART Hospital,set up intelligent triage system,hospital intelligent real-time navigation,queuing call reminder function,optimize the payment information guidance function;for the elderly and special groups who do not know how to use smart phones,it is also proposed to launch drug mailing services,follow-up services for the elderly,and promote the application of face recognition,Iris Recognition Systems and speech interpretation assistance systems,to solve the difficulty of the elderly and special patients being automatically screened out in the intelligent medical treatment process.The innovation of this research is mainly embodied in two aspects:On the one hand,under the concept of “Patient-centered”,the author explores the relationship among the needs of patients,medical workers,hospital management and the process optimization of outpatient service in public hospitals.On the other hand,against the background of Internet and intelligent technology,using the seamless organization theory and the process optimization theory,to solve the dilemma that the traditional outpatient service process in public hospitals is oriented by function setting and allows patients to adapt themselves to the outpatient service process,it also to solve the difficult situation that the elderly and special groups are automatically screened out in the course of outpatient treatment because of the application of information technology.To a certain extent,it provides some reference value for the optimization design of the outpatient service process of the same scale third-class a public hospitals. |
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