Study On The Optimization Of Outpatient Service Process In Shanghai Large Public Hospitals

Outpatient service is the first,the most frequent and the most directtreatment of link among patients in clinic. Therefore, outpatient service process ofa hospital,not only relates to the medical service quality evaluationof thepatients,but also could indeed affect the quality itself. For large public hospitals inShanghai,outpatientovercrowding is a long-standing phenomenon, and is also aproblem which almost unable to be fully solved. For this purpose, the optimizationreform of the outpatient service process becomes an important subject whichmust be on the agenda.In this paper, the research work includes two basic aspects:based on thetheory of business process optimization and reengineering, the theoreticalexploration of theoutpatient service process optimization problem; Through thecase of SJ hospital outpatient service process optimization reform,analyze thethecommon problems of large public hospital in Shanghai on the outpatient serviceprocess and universal feasibility of optimization measures. The conclusion of thisstudy, there are mainly four: first, the outpatient service process of large publichospital in Shanghai generally has two problems: one is “three long and one short”（namely, long registration time, long waiting time, long getting medicine time,short treatment time）. The other is inefficient, main show is inefficiency in time,inefficiency in the quality of health care, inefficiency in the use of medicalresource. Second, these problems are the result of comprehensive shaping ofmany factors, at least from three aspects to analysis,there are the public healthservice system, hospital and patients.They can be divided into two kinds whichcan be settled through outpatient service process optimization reform or easewith only on outpatient service process optimization reform and even the wholehospitals own efforts to solve. Third, for the former, establish and improveoutpatient appointment system,achieve sub-time doctor appointment, establishand improve outpatient one-stop self-service mode, strengthen the ideologicalquality and enhance the professional skills of medical personnel, carry out volunteer service, auxiliary examination processoptimizationhave universalvalidity. Fourth, outpatient service process optimization of large public hospital inShanghai is a systematic project.A lot of problems on the power of the hospitalitself cannot be solved. Large public hospitals in Shanghai should collaborate withother hospitals in the city and other provinces,forming the feasible medicalcouplet, and enable its advantages to radiation, which depend on the support ofrelevant policies.In the case study, this paper adopted the database data methods such asinvestigation, interview and questionnaire survey, tries to grasp the SJcomprehensive hospital outpatient service process and the reform practice ofsolid state, to ensure the objectivity and reliability of the analysis and its results.This is the strength of this paper, but also bring the limitations to the view ofanalysis.