A Research On Hospital Business Process Reengineering Illustrated By The Case Of Fujian Provincial Hospital

In recent years, domestic major public hospitals have faced the situation that there are more and more patients. Patients argue the long queues in front of the registry windows and charge windows, the long wait for the medicine and the short time doctors spending on them. The "Three-Long&One-Short" problem is the most serious one in hospitals of China. This thesis takes Fujian Provincial Hospital Outpatient Business Process as an example. It analyses the current situation and finds out the management problems and shortcomings of the hospital outpatient business process. Based on the theories of business process reengineering, it proposes a new business process reengineering plan which uses a new financial product’Electronic Wallet’and information technologies. It functions in the error parts of the hospital outpatient business process in order to enhance the hospitals’service efficiency, reduce patients’cost and finally satisfy them.Firstly, this thesis analyses the current situation of Fujian Provincial Hospital Outpatient Business Process, and finds out the management problems and shortcomings of the hospital outpatient business process. It also talks about the major reasons of the problems. Then in order to solve the problems of the hospital outpatient business process, it proposes the specific needs of the business process reengineering. Based on the needs, a sustainable business process reengineering plan which is suited to a hospital is created. According to the systematic reintegrating theory, the project is devided into two phases, which are’Social Security Card’and ’One Card Through Of the Hospital’. The two phases will be implemented step by step to make sure of achieving the goal. Finally, it gives a quantitative evaluation and a qualitative one to the business process reengineering project. The thesis also gives some advanced advices on the hospital’s business process.Through the research on the program about hospital business process reengineering, it tells that the hospital management should be patient-centered, the design of business process should be patient-centered, too. The hospital business process should be set to comfort patients; It should need the support of information technologies to renew and optimize the hospital business process and the information management should be included in the process; The Gross Settlement System and new financial products from banks should participate in the new pattern of hospital outpatient process and slove the problems in the traditional pattern of hospital outpatient process.