Reengineering The Service Process In Specialized Clinic Of General Hospital

1,BackgroundThe out-patient department of the general hospital is composed of many specialized clinics. For all the clinics, the hospital shares the departments for registering, pricing, charging, taking medicine and all sorts of exams. Although the general hospital has devoted lots of manpower and money to the out-patient service, the patients also need long time to wait and receive little service. The services units are located in different places far from each other and the rising number of the patients are the reasons. With the development of renal disease research institute of our hospital, the number of renal disease patients is rising day after day. It had been up to 7% of the total number of out-patients by 2003."It is difficult to see the doctor"was prevalent. It is very important to solve this problem for the progress of the renal subject.2,Objective and SignificanceThis thesis systematically concluded the experience of the sustaining improvement of constructing the specialized clinic of the renal disease research institute of Nanjing general hospital of Nanjing military region. Through this conclusion, the vertical investigation and the consulting results of experts for the applying model, we studyed how to establish a"patient central"based, systematical, scientifically, rational and high efficient specialized clinics by improving the process of the service. Our purpose is the"one station"service which could meet the needs of patients and the development of the clinic department. The research results of the applying model of the specialized clinic could provide scientific basis for the general hospital to set up specialized clinic.3,Research methodsThis research comprehensive applied several research methods such as the document survey, questionnaire investigation, Delphi, brain storm and so on. By the document survey, we acquainted the status of the clinic service model in all kinds of internal and external hospitals and the status of the Process Reengineering of the internal clinical service. By questionnaire investigation and interviewing, we acquainted the status of clinical service in 18 hospitals in Nanking and Shanghai. By long-term scouting questionnaire investigation of the patients and med-labor in the specialized clinic of the renal disease research institute of Nanjing general hospital of Nanjing military region and by the method of Delphi to consult the Process Reengineering and the apply model of specialized clinic. We used the EpiData3.0 and SPSS10.0 to deal with the data and statistical analysis at last.4,Research results(1)Through the investigation and analysis of the status of clinic service in 18 hospitals in Nanjing and Shanghai, we find that it is still prevalent that patients waiting for a long time but receiving little service in the out-patient department in general hospital and certain specialized hospital."One station service"is still hard to carry out and the integral clinic process can't base on the patient central. Some hospitals actualized Process Reengineering in some clinical departments which are in speediness development and have large number of out-patients, because of the distempered applying system, dated service model and unsuitable management, the effect of the Process Reengineering is still not visible.(2)According to the investigation results of the status of the out-patient service, combining the information given by the document survey, we studied out the project to solve the present problem in out-patient service. Based on this, this research reengineered the process of the out-patient service in specialized clinic of the renal disease research institute. Since year 2003 when we first reengineered the process of the out-patient service, the specialized clinic of the renal disease research institute has experienced ceaseless specialized and optimized Process Reengineering from being a"common specialized clinic of the general hospital"to a"specialized clinic with specialists"and to the"specialized clinic in special disease". This ceaseless specialized Process Reengineering realized the"one station"service and made the number of out-patients rising ceaselessly and the satisfaction of the patients rising.(3)The establishment of the specialized clinic model is based on the information system in hospitals and recurs to the working station in the specialized clinic. It also accumulated a data base which is mainly about the patients'accessing data and could be visited all the time and so offered a new patients'data resource to education and research. Until now, we have accumulated cases of IgA nephropathy and lupus nephritis etc. over 100000 data bases.5. Conclusion(1)Nowadays, it is still prevalent that patients waiting too long but receiving little service in the out-patient department. Many hospitals have made Process Reengineering to solve the problem; however, they have a wrong understanding towards the Process Reengineering of out-patient service. Many hospitals emphasized too much on the application of the information technique and didn't solve the problem at all. So the effect of the reengineering is not visible.(2)The establishment of the specialized clinic service model could not be imitated blindly. This model required that the special clinic department is strong enough and has abundant technology, manpower, large number of out-patients and unique diagnosis and therapy methods.(3)The scientific quality of this research embodied in follows: We use the soft-science research methods, the project is rational and feasible, our information is full and accurate, the right statistical methods are selected, the results and conclusions are objective.(4)The innovation of this research embodied in follows:â‘ For the first time, we tried out the specialized clinic service model and accomplished the diagnosis and treat process, we set out-patient clinic in special clinic department and realized"one station"service model which brings convenience to the patients, raised the number of out-patients per time and enhanced the economic benefit and the social report;â‘¡Through Reengineering the service process in specialized clinic,We establish the specialized disease data base,The patients could felt more systematical,scientifically,rational,sustaining and convenient then before when they saw the doctor of specialized disease,The database information of specialized disease also provided a platform to the education and scientific research,Realized the medicine,the education and scientific research coordinated development;â‘¢For the first time, we tried out the service model of classified first-time clinic, special disease clinic and academician clinic in the special clinic department;â‘£we sum up the theory base that how to establish the specialized clinic service model and how to run it, demonstrate the feasibility and applicability by the effect.