A Study Of The Medical Business Process Improvement In TJ3A Grade Hospital Based On The Patients’ Satisfaction

With the development of medical market, there have appeared great changes ofmanagement concept and scientific management in the3A grade hospitals. Because ofthe difference of the design of Chinese hospitals in age, the function design andmedical process have become the key issues that affect service efficiency and quality.Most hospital managers have realized the important value of process improvement inenhancing competitiveness. Through this analysis of the design and improvement ofcurrent medical business process, the service will be improved, the service concept ofthe medical staff will be updated and the patients’ satisfaction will be increased with a“patient-centered, process-oriented” operation mode.In Chinese medical system, instead of employing business process reengineering,the reform of medical business process should employ process improvement of thebottleneck. This thesis discusses the reform by taking an example of a3A gradehospital about its medical business process improvement with the operationmanagement theory. The process includes:1. Analyze the out-patient service, theprocess of hospitalization and patients’ satisfaction so as to figure out the bottleneck.2. Redesign medical business process and work out an improvement plan of themedical business process, aiming at the bottleneck.3. Evaluate the operationsefficiency and effectiveness after the medical business process improvement;4.Summarize the idea about the medical business process improvement. In the end,based on the practical effect of the medical business process improvement in thehospital, this thesis points out that the process improvement has improved the servicecapacity, enhanced the core competency and created good economic benefits andsocial benefits for the hospital.