The Study On Business Process Reengineering Of A Three A-Level Hospital

ObjectsWith the development of Laboratory Medicine, test items increases, the testing has now been infiltrated into every aspect of medical care, testing process directly affects the functioning of the overall hospital efficiency and customer satisfaction. In this study, the hospital tested the status of business process analysis and improvement of program design, from patients, medical staff and other aspects for a comprehensive, concrete and real information and experience, will process the relevant staff and hospital test Satisfaction Survey Optimization of business processes closely linked, through a tertiary medical centers-A hospital satisfaction measurement test results of business process analysis to study the status of its testing business processes, and follow the "reality, people-oriented" prepared based on the principles of process improvement program at the present stage. Through a detailed description of the process, displaying a set of processes related to staff satisfaction in the evaluation test based on the optimization of business processes, ideas and methods.Methods1. Literature Research:Making use of the full-text databases, such as China Journal Full-text Database (CJFD), VIP Database, OVID database, Elsevier Science (SDOS), as well as other search engines like Google, Baidu and so on, systematically accessing to the related literature of literature of domestic and international business process reengineering, hospital process management,, hospital tests process optimization research, summarizing the fruit of previous studies, summarizing and refining the relevant theories and concepts introduced previously as the promoting basis of this research.2. Business Process Analysis:Analysis of medical business process is the premise of medical business process optimization and management,use the Business Process Modeling Notation,On the basis of inspection, summary, analysis of information on Clinical laboratory business, drafting Medical business flow chart and describing operational activities of process intuitively and clearly, so as to make Process bottlenecks research.3. Questionnaire survey methodology:The research has designed A,B,C three set of questionnaires in view of three kind of different investigation objects.4. Field Research Methods:Through to the field experience and discussions with staff, Grasp the status of the hospital inspection process and problems.5. Data processing and statistical analysis:Weused the EpiData3.0 and SPSS13.0 to deal with the data and statistical analysis at last.Results1. The problems of clinical laboratory process in hospital A(1) Test sections irrational, badges not give clear instructions; (2)Application Form is not standardized testing;(3)Charges of test item often wrong; (4)The staff of Transporting samples confusion; (5)The management of test results is not standardized; (6)It is Inadequate in using bar code and network; (7)Not rush out emergency project results; (8)The attitude of window service is bad, patients have no place to consult.2. By analyzing the questionnaires and site visits, combined with the hospital situation and problems, propose the corresponding Clinical Laboratory process optimization measures are as follows:(1)Rational distribute the inspection department, centralized services;(2)Unified electronic medical order, cancell the handwriting examination application form;(3)Use outpatient medical card to manage the testing fees; (4)Improve the processes of samples transportation;(5)Someone specifically for printing and demanding the report in the outpatient setting; (6)Full use the information systems, to achieve two-way communication; (7)Appropriate conduct POCT in the emergency, cooperate with the laboratory work; (8)Establish a Center for Reservation test and consulting services in the clinic.3. Knowledge management in clinical laboratory process:(1)structuring LIS with perfect functions; (2)setting up knowledge base for sampling guidance; (3)structuring Electronic Medical Record.Conclusion1. It is necessary and feasible to optimize the clinical laboratory process by collect information and the factors affecting their satisfaction from patients, medical staff and laboratory staff.2. Basing on the business process management theory form literature research and the methods of clinical laboratory process optimization.By the way of questionnaire survey, field trips and discussion with the staff. Analysis the existing inspection process, draw the corresponding business process diagrams, considering recommendations of patients, medical staff and laboratory staff, using various methods such as Business Process Analysis,Field Research Methods Questionnaire survey methodology and so on,will effectively improve the Clinical laboratory process, hospital efficiency and the satisfaction of the patient and process related staff.