A Secondary Hospital Out-patient Application Of Business Process Reengineering

With the deepening of reform of the medical system, hospitals have become increasingly competitive. Secondary and tertiary hospital in the hospital, community and individual hospitals, hospital market competition, because of the investment mechanism, management system and other issues, the survival of the status quo is not satisfactory; and patient-oriented society as a hospital, for patients with the Front Desk and window as well as "one long three short" and complained about the focus, the quality of its work, a direct impact on hospital patients and the overall impression of the hospital relates to competitiveness. Suitable to explore the actual hospital out-patient medical service delivery model, the design of the scientific out-patient flow, the development of practical indicators and continuous quality improvement approach to hospital are in response to customers, competition, changes in natural selection.Developed countries and regions, the introduction of hospital in the management of process reengineering (BPR) theory, the hospital management at the level of upgrade, improve the quality of medical services, such as improving the physician-patient relationship has been successful. At present, hospital management in China is still in the exploration of the theory of phase space have sublimation. Through applied research, we can recognize that the body functions, the allocation of resources, management systems and the standardization of construction defects, which have targeted each is optimized through the outpatient improve satisfaction, achieve full treatment time even shorter, continuous improve the evaluation of efforts to bring about the allocation of resources to optimize systems, clinics norms, such as the effect of continuous quality improvement, will help solve the "difficult to see a doctor" and other specific questions, and eventually improve the competitiveness of the secondary hospital.In this study, systemic application of recombinant methods, first of all, to sophisticated questionnaire for the female parent, with the collection of German Delphi method to the screening questions to determine the outpatient satisfaction questionnaire posed questions, with pre-test reliability and validity test, the revised form with the combination of our actual questionnaire; through a questionnaire, with patients and hospital staff in-depth interviews, one-on-one out-patient appointments to investigate tracking and measuring these three ways of using random sampling Ways to select specimens with the methods of multiple regression analysis of the impact of outpatient satisfaction with the main factors, combined with two other findings, the original diagnosis of defects in the patient flow; as a basis for the design of the new out-patient flow. By the experts, the revised 519 hospital out-patient department at the People's Liberation Army pilot, continue to investigate the use of these three tools, each of the first two months of monitoring, analysis of changes in continuous improvement of new patient flow; Finally, there will be six months of the new flow with the original flow, in patient satisfaction, the average attendance for the whole time and so on analysis and evaluation.Reorganization of patient flow through applied research, 519 from hospital outpatient satisfaction before restructuring increased to 64.96% of 86.18%; outpatient clinic full time on average, by 84.35 minutes before the reorganization was reduced to 69.16 minutes; two sets of data by the statistical test significant difference (P <0.05), In addition, the flow of the hospital staff are generally satisfied with the effect of the reorganization.The innovation of this study are: two at the hospital out-patient management, the introduction of process reengineering and continuous quality improvement theory to systematic research, design for the measurement of the actual instrument itself, and the tool applied to the re-flow quality control , and the basis for continuous process improvement, implementation of the continuous optimization of the flow, at the Court for a broader range of process reengineering experience, but also for other secondary hospitals to restructure the flow of ideas and inspiration. Insufficient: We used a systematic method of restructuring, there is no thorough recycling process, so have the effect of the reorganization of the possible upgrade; of this study was to observe, measure the sample size is also not big enough, yet not enough to do full analysis of the universality. These need to be in the next step in the continuous improvement of the work.