A Case Study Of X Hospital Outpatient Service Process Optimization Research Based On Mobile Application

ObjectiveTo understand the current status and the problems of the original outpatient service process in a tertiary general hospital in Beijing.By optimizing the hospital outpatient service process,the efficiency of outpatient services in hospitals will be improved,and patient experience in outpatient will be enhanced.In this paper,it also explores the use of Mobile Health Application to optimize outpatient hospital service processes which can provide reference for other hospitals.ContentsAnalysis on hospital outpatient process of X Hospital in Beijing.The design of hospital outpatient process optimization plan.Evaluate the effectiveness of hospital outpatient process optimization.Suggestions for optimization of hospital outpatient process.MethodsThrough literature analysis,summarizes the literature relevant theories and methods of Industrial Engineering,as well as the Mobile Health and hospital process optimization.Through field investigation,in-depth interviews and expert consultations to understand the original outpatient hospital service in hospital,through self-designed questionnaires to investigate the timing of each part in the outpatient’s original process,and then summarizes the problems in the original process.The Program Analysis was used to analyze the flow of the initial visits of patients,through the method of 5W1H and ECRS to analyze and optimize the process,and the Mobile Health Application was used to design optimization plans for the hospital outpatient process.ResultsThe average time spent in the outpatient service process was 168.1 minutes.The longest time spent in outpatient service process was waiting for a treatment which spent 45.3 minutes and the proportion was 26.9%.The shortest time was doing a check-up which spent 8.6 minutes and the proportion was 5.1%.The non-medical treatment parts such as registration,wait for a treatment,and queuing payment in the patient’s outpatient process took a long time,with an average time of 149.8 minutes accounting for 89.1%.By using the method of Program Analysis and Mobile Health Application the outpatient service process was improved:6 processes canceled(to the registration office,wait for registration,2 visits to the payment office,2 queuing payments),2 processes merged(registration and handing a Hospital Card),9 processes have been simplified(Hospital Card,have an appointment with a doctor,wait for a treatment,2 payments,reservation for check-up,wait for a check,wait for result,wait for medicine).After the optimization,the patient consultation process theoretically takes an average of 122.1 minutes,the patient’s visit time after optimization can theoretically be reduced by 27.4%.Conclusions1.The problems in outpatient service process include:The time for patient visits is relatively concentrated,there are too many queuing points,the function of Hospital Card is simple,and the use of mobile health-related application in outpatients needs to be strengthened.2.Through the analysis of the original process,the outpatient service process optimization plan based on Mobile Health Application is proposed:the mobile phone with the function of Near Field Communication instead of Hospital Card,provides online registration,online payment,online reservation for check-up,viewing reports online,process intelligence alerts,provide patient referral services and personalized services.The new outpatient service process effectively reduce the patient’s waiting time and invalid move time.3.Compared with the original process after optimizing the process,the average time spent in hospital visits is reduced,therefore,the Mobile Application can effectively improve the outpatient service efficiency.Suggestions1.Strengthen the use of Mobile Health Application.Including the development of mobile health-related applications,the connection of hospital related system and application software,equipped with hardware facilities.2.Improve the function of Mobile Health Applications.Including the optimization of application software functions,the expansion of application services,strengthening information protection and improving the network environment.3.Supporting optimization plans.Including leaders at all levels to strengthen3.Supporting optimization plans.Including leaders at all levels to strengthen attention and participation in decision-making,strengthen the training of new technologies for medical staff,strengthen application promotion and post-operation maintenance.