Research On The Optimization Of The Outpatient Service Process Of Ahospital Based On The Process Reengineering

The difficulty of getting medical service have already been the direct feeling of thecrowd who go to a public hospital for the medical service, the low efficiency of manypublic hospitals’ management and medical work efficiency is one of the most importantreasons. In the12th Five-Year Plan period, our country put forward the main goal of thepublic hospital reform including improving "patient-centered" service and the efficiencyof the hospital, and increasing the patient’s satisfaction. Under the background ofnational health reform, the public hospitals must optimize the current medical serviceprocess to improve the medical service efficiency and quality and improve the difficultstate for the patients to see a doctor.Firstly, this paper introduces the process reengineering theory and its application inthe field of medical treatment at home and abroad, and summarizes the methods andexperience of business process reengineering. All these provide theoretical foundation forhospital process reengineering. Secondly, the paper describes and analyzes the basicconditions, the organizational structure and the present situation of the outpatient serviceprocess of the typical third-grade class-A hospital in our country, and reveals the mainproblems of the A hospital outpatient department from two aspects, outpatient servicebusiness processes and hospital management. Thirdly, this thesis makes use of processoptimization methods and tools, and information technology to optimize the A hospital’soutpatient service process based on the process reengineering theory and queuing theory.And it puts forward the goal to improve the patient’s satisfaction and shorten theirwaiting time. It designs the specific process optimization scheme and forecasts theimplementation effect. Finally, this paper pointed out the resistance in the process ofimplementation and then put forward measures to ensure the optimization scheme can besuccessfully implemented. The main measures are obtaining superior’s and staff’ssupport, improving the management level, strengthening the "patient-centered"organizational culture construction. In addition, it points out the shortcomings existing in the current organization structure of A hospital and puts forward to build the processmodel organizational structure gradually.