Research On The Business Process Reengineering Of Hospital Outpatient

Public health is the most concerned about the topic, it relates to the vital interests of every citizen. But at present, most of China’s hospitals are " difficult to see a doctor, doctor numerous" phenomenon, hospitals lack the system, science and business processes, patient treatment process is very complicated, the efficiency of the hospital is very low, patients with this great views, the doctor-patient contradiction intensifies day by day.The X hospital in everyday business processes also exist many problems, leading to increases in the cost of medical treatment of patients, medical personnel and the conflict between patients to hospital satisfaction, reduce ceaselessly, cause the decrease of the number, X hospital management also was immersed in predicament.In this paper, a case of the X hospital, to the status quo as main object of study, in-depth analysis of the X hospital business process as well as the problems and the reasons for the problems. Mainly due to patients’process cumbersome, longer waiting time; hospital no clear guidelines identification and guiding system, patients often blind movement, spent a lot of unnecessary time and energy; appointment registration formality, do not play the proper role; hospital departments between independently of each other, no contact and collaboration, the working efficiency is very low; the hospital did not save the patient information and files, with visits will often be repeated inquiries, add unnecessary invalid inquiry time, improves the patient’s medical treatment cost; hospital waiting area setting is endless also and reasonable, humanized service consciousness lack. Therefore, aiming at the X hospital business process present situation and the question, in the business process reengineering theory, the use of market research and literature analysis methods such as X hospital designed a new business process reengineering scheme--optimization appointment process, reduce patients’ waiting time; equipped with electronic guiding system, avoid patients blind movement; set up electronic medical records, shorten the invalid inquiry time; the establishment of the customer service station, hospital office efficiency; reasonable setting waiting area, improve patient medical environment. At the same time, through the professional skills training, service awareness, the change of idea idea, departments strengthen four respects to ensure design of business process reengineering of hospital plan can be carried out smoothly. To simplify the X hospital process, reduce medical cost; hospital improve work efficiency and service quality; improving the hospital’s overall business process management level and patient satisfaction, reduce the conflicts between doctors and patients, improving the situation of hospital.