Service Process Reengineering And Service Capacity Redesign Of Outpatient Pharmacy

The hospital pharmacy service flow and ability as importance of hospital pharmacy service operation management research contents is seriously affecting the pharmacy grade of service as well as the pharmacy operation cost. The bad flow and service ability performances for the serious phenomenon of queuing, excessively long waiting time of the patients or the serious waste phenomenon of service resources.Investigating its reason, mainly is existed unreasonable phenomenon of the hospital pharmacy the flow establishment or the pharmacy service resources disposition. At present, there are some researches to the improvement of the pharmacy service, but it generally carries on from the perspective of experience, little from the quantification test and the system simulation.This article researched the service process reengineering of outpatient pharmacy based on BPR, and explained how to use the flow-reengineering theory in hospital outpatient service pharmacy service management. the flow reengineering simplified medicine fetching process, improved outpatients'satisfaction, but how to determine the service scale, namely the problem of ability planning put in front of the hospital superintendent, the ability planning includes how to determine the quantity of the service window as well as the first and back stage staff's combination efficiency. The ability design reasonable or not is important to guarantee of whole service efficiency and service cost optimization, but at present researching to this aspect is really little. The determination-made mostly only depends on the experience, but no scientific quantification basis. The computer simulation technology has provided the method for this research. The efficiency situation under the different ability design proposal really may reappear.This article took the Tianjin medical college general hospital outpatient service pharmacy as an example to redesign its service capacity. First, it carried on the analysis to the system performance using queuing theory ,then gathered and analyzed data sample using statistics theory, after that reappearance the pharmacy service system using visible simulation software Flexsim, analyzed its service capacity, then proposed several improvement plans, confirmed simulation plan feasibility and the improvement place, provided science the quantification basis for the management decision-making.