本文選題：等候時(shí)間　切入點(diǎn)：門診流程　出處：《河北醫(yī)科大學(xué)》2017年碩士論文

【摘要】：目的:隨著人們生活水平不斷進(jìn)步,對(duì)于看病的需求已經(jīng)不僅僅局限于解除病痛上,對(duì)于就診體驗(yàn)的要求日漸增長(zhǎng),“看病難”的問(wèn)題更多的體現(xiàn)在等待時(shí)間長(zhǎng)、就診流程復(fù)雜重復(fù)的方面上,縮短患者等候時(shí)間,改進(jìn)就診流程是提高患者就診效率的當(dāng)務(wù)之急。本論文試圖參照國(guó)內(nèi)外學(xué)術(shù)界將業(yè)務(wù)流程優(yōu)化和再造理論在門診服務(wù)領(lǐng)域?qū)嶋H應(yīng)用的研究成果,以縮短患者等候時(shí)間、改善患者就醫(yī)體驗(yàn)為核心,通過(guò)某三甲�？漆t(yī)院的門診流程優(yōu)化實(shí)踐這一案例,分析目前造成患者門診等候時(shí)間長(zhǎng),就診時(shí)間短的原因及可行對(duì)策。方法:本研究通過(guò)查閱文獻(xiàn)、專家訪談、實(shí)例分析,運(yùn)用多種方法對(duì)門診就診流程進(jìn)行分析。并且通過(guò)多方研究,給予改造建議并進(jìn)行討論求證,最終確定改造方案,進(jìn)一步求證研究其實(shí)施效果,以期得出結(jié)論。結(jié)果:1掛號(hào)收費(fèi)窗口高峰期難以滿足患者需求,在難以增加辦事窗口的前提下,將掛號(hào)收費(fèi)窗口合并,各個(gè)樓層增設(shè)繳費(fèi)窗口與自助機(jī)具,縮短患者往返途中的無(wú)效候時(shí)間。2簡(jiǎn)化就醫(yī)流程,充分利用醫(yī)院現(xiàn)有的排號(hào)叫號(hào)系統(tǒng),減少人為因素造成時(shí)間浪費(fèi),解放人力去更好的引導(dǎo)患者規(guī)范就醫(yī),創(chuàng)造較好的候診環(huán)境。3針對(duì)接診醫(yī)生不足的情況,合理排班,建立應(yīng)急機(jī)制,應(yīng)對(duì)人流高峰期的醫(yī)生不足的情況。4預(yù)約機(jī)制及時(shí)推廣,并建立完善的排隊(duì)機(jī)制,將患者的無(wú)效候診時(shí)間減到最少。5通過(guò)流程優(yōu)化,改進(jìn)措施起到了一定的效果,患者等候時(shí)間有了明顯的縮短,但也仍然存在一些問(wèn)題,還需進(jìn)一步待改進(jìn)。結(jié)論:改造方案對(duì)縮短患者門診等候時(shí)間有所幫助,患者滿意度有所好轉(zhuǎn),但仍有諸多需要改進(jìn)之處,高峰期患者等候時(shí)間仍然較長(zhǎng),還需要從管理層心態(tài)的轉(zhuǎn)變、政策性措施、人才的培養(yǎng)、技術(shù)層面以及環(huán)境建設(shè)等各方面進(jìn)行更深入的研究和探討。
[Abstract]:Objective: with the continuous improvement of people's living standards, the demand for medical treatment is not only limited to the relief of illness, but also the increasing demand for the experience of seeing a doctor. The problem of "difficult to see a doctor" is reflected in the long waiting time.In the complicated and repetitive aspect, it is urgent to shorten the waiting time and improve the consultation process.This paper attempts to refer to the research results of the application of business process optimization and reengineering theory in the field of outpatient service at home and abroad, focusing on shortening the waiting time of patients and improving the experience of patients seeking medical treatment.Through the practice of outpatient process optimization in a three A specialist hospital, the reasons and feasible countermeasures for the long waiting time and short visiting time of outpatient clinic are analyzed.Methods: through literature review, expert interview and case analysis, the process of outpatient consultation was analyzed by various methods.And through the multi-party research, gives the transformation suggestion and carries on the discussion to seek the confirmation, finally determines the transformation plan, further verifies the research its implementation effect, in order to draw the conclusion.Results it was difficult to meet the needs of patients in the peak period of the 1: 1 registered toll window. On the premise of increasing the service window, the registered toll window was merged, and each floor added a toll window and a self-help machine.To shorten the invalid waiting time of patients on the way back and forth, to simplify the procedure of seeking medical treatment, to make full use of the existing number and call number system in hospitals, to reduce the waste of time caused by human factors, and to liberate the manpower to better guide the patients to normalize their medical treatment.To create a better waiting environment .3 to deal with the shortage of doctors, to set up emergency mechanism, to deal with the shortage of doctors during the peak period of passenger flow, to promote the appointment mechanism in time, and to establish a perfect queuing mechanism.The invalid waiting time of patients was reduced to a minimum of .5 through process optimization, the improvement measures played a certain effect, the waiting time of patients has been shortened obviously, but there are still some problems, which need to be further improved.Conclusion: the reform scheme is helpful to shorten the waiting time of outpatient service, and the patients' satisfaction degree is improved, but there are still many needs to be improved. The waiting time of patients in peak period is still longer, and the mentality of management should be changed.Policy measures, personnel training, technical level and environmental construction and other aspects of more in-depth research and discussion.
【學(xué)位授予單位】：河北醫(yī)科大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：R197.5

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