Research On Hospital Outpatient Service Process Reengineering From The Perspective Of New Public Service Theory

Under the vigorous promotion of the "Internet + medical health" new diagnosis and treatment model in China,the outpatient service process of hospitals has become the key and difficult point of major hospitals.However,there are many problems in the outpatient Service,such as low service efficiency,complicated process and low patient Satisfaction.Based on the business process reengineering theory andnew public Service theory,this paper takes Shenzhen S hospital as the research position,and systematically explores the internal logic of hospital outpatient service process reengineering,in order to provide ideas and methods for building a patient-centered intelligent medical system Suitable for China’s national conditions.The paper consists of six parts: The first part is the introduction.Specifically,it includes the background,research Significance,research purpose and methods of hospital outpatient service process reengineering.It also reviews the domestic and foreign research on the process reengineering of hospital outpatient services,and analyzes the innovation and difficulties of the research.The second part is the core connotation and basic theory.First of all,the basic concepts such as "outpatient service","process reengineering" and "outpatient service process reengineering" are basically defined.Secondly,the theoretical basis of the article is explained,and the background and theoretical connotation of the business process reengineering theory and the new public service theory are explained.And the fit with the topic of the article.The third part is the overall analysis of S hospital outpatient service process.The basic situation of S hospital and the current situation of the outpatient service process of S hospital are explained in detail.The fourth part is the current situation of S hospital outpatient service process investigation and the reason of the problem.Based on the field Survey of the outpatient service process of S Hospital,this paper summarizes the satisfaction of the outpatient service,the basic Situation of patients and the way of patient registration,points out the problems existing in the outpatient service process of S hospital,and points out the causes of the problems.The fifth part is the optimization suggestions ofthe hospital outpatient service processreengineering.Specifically,it includes three sections: the principles and objectives of hospital outpatient service process reengineering,the overall thinking of hospital outpatient service processreengineering,and the thinking of optimizing hospital outpatient service processreengineering.Finally,it points out the shortcomings of the research and the further research contents.