Research On The Service Process Optimization Of Outpatient Based On The Internet And Mobile Applications

For a long time, quality medical resources concentrate in big hospitals of developed areas because the domestic medical resources is insufficient and uneven distributed in China, which causes a large number of patients from all over the country visit these hospitals. And the final result is these hospitals are overcrowded and overwhelmed. After entering the 21 st century, many institutions and experts at home and abroad do a lot of further researches on the hospital business process and put forward some corresponding solutions, which provide reliable reference basis to optimize the original business process. So far, all the optimizations mainly focus on the registration and charge process, only a few focuses on the outpatient service business process. With the continuous development of information technology, people have been considering to use it to optimize or restructure the hospital outpatient service process. C hospital, a 3-A-Class specialized hospital in Shanghai, has also been exploring this.In view of this, this article does a lot of explorations on the outpatient service business process optimization. It combines the situation of C hospital, analyses and proposes the optimization scheme. After the scientific assessments, this scheme is executed and verified. And the optimization effect is shaped and deepened gradually into a system. Specific process is as follows:First, make a detailed analysis on the domestic hospital outpatient service business process and find out the whole business process and links, forming the interaction nodes of the main flow of the outpatient service process and the nodes of the hospital and the patients. Take the interaction nodes of the hospitals and the patients as the research objects to understand the normal wait time of each interaction nodes.Second, conclude the normal wait time of each interaction nodes according to the data records of C hospital outpatient service business statistics and analysis. Combine the important tools in DMAIC of Six Sigma management like definition, measurement, and analysis, find the interaction points which influent the outpatient service business.Third, analysis the key interaction points by using the Pareto Principle, find the key interaction points affects the patients during the visit. Aim at the simplification of outpatient medical links, changing of the outpatient medical mode, improving the quality of hospital services by using the DMAIC improvement method and the ESIA method, combining with domestic and foreign study of business process reengineering and optimization results, with the aid of the application of the Internet and mobile technology.In the end, the completion of C hospital outpatient service business process restructuring, optimization and performance evaluation.The innovation of this study is mainly for the sort of the whole outpatient business process, not only covers the outpatient registration, cashier windows, but also covers the outpatient clinic, medical department, outpatient pharmacy etc. It almost covers all the interaction points of the outpatient service business process and the patients. On the basis of all the data, this study makes a comprehensive assessment and put forward an optimized plan, and implement it.