Research On Outpatient Process Optimization Based On Business Process Re-engineering

Research BackgroundAt present,S hospital faces such a series of problems as the reform needs of the medical service system,the expansion of hospital infrastructure being limited,the"scale economy"being difficult to sustain,the outpatient process needing to be optimized and rebuilt,and the hospital's human resource and material consumptions being high.The optimization of the outpatient process is one of the most urgent issues.The optimization and reengineering of outpatient procedures is not only the focus,but also the difficulty of modern hospital management.Outpatient process optimization and reengineering has become a necessary condition for improving outpatient efficiency and improving patient satisfaction.This article takes the department of orthopedics of S Hospital as an example,runs the flow analysis of the outpatient process,and designs the process optimization plan based on the analysis results to improve the current process efficiency and patient satisfaction.Research purposesThis paper aims to think and analyze the problem of outpatient process of orthopedic department through the use of process reengineering,to explore the problems of the outpatient process,and to propose an optimization plan aiming at these problems.With the aim of optimizing the re-engineering of the outpatient process,the patient satisfaction and outpatient efficiency are expected to be improved,the pressure of outpatient process is expected to be relieved,and the phenomenon of "San Chang Yi Duan"is expected to be effectively resolved.Through process optimization,streamline some positions,reduce hospital operating costs,and provide better quality and efficient medical services for the people.At the same time,it can provide relevant experiences and references for similar hospitals.Research methodIn this study,the key steps in the outpatient process of orthopedic department and whole outpatient process of S Hospital were taken as research objects;and the prominent process problems reflected by the patients in the outpatient process were identified through qualitative interviews and process simulations.The questionnaire was used to measure the satisfaction with each outpatient process.Descriptive analysis,T-test and one-way analysis of variance were used to analyze the satisfaction of inpatients and their influencing factors,and to explore the factors affecting patient satisfaction.The average time of each process link is calculated by extracting the data of outpatient volume from January 1,2018 to May 31,2018 in the HIS system database and the time data of each node of service window.At the same time,the main problems of the outpatient process of orthopedic department and the doctor-patient recommendations found in the above analysis are summarized.According to the principles and methods of the process reengineering theory,the optimal design of the outpatient process of orthopedic department in S Hospital is carried out.Research result1.Analysis of process problems in orthopaedic clinic.Through the analysis of the current status of orthopaedic outpatient process in S Hospital of Traditional Chinese Medicine,it is found that the main process links at present include:outpatient registration,waiting area,diagnosis and treatment,window audit,window payment,treatment after examination,payment,drug withdrawal and so on.Through the analysis of patients'satisfaction,it is concluded that the lowest scores are obtained in the medical insurance audit and Chinese medicine extraction.Through the analysis of the efficiency of outpatient process of different types of medical insurance,it is concluded that the process of provincial medical insurance patients is the most complex and the longest.Through the analysis of the key nodes in the outpatient process,we find that there are too many queues among the key nodes.Through qualitative interviews of outpatient process,it was found that the outpatient process was not in place in order of consultation and maintenance of the order of consultation.2.Optimizing design of orthopaedic outpatient procedure.Aiming at the outpatient process problems found in the analysis,according to the goal of process optimization,a process optimization scheme was designed.The main contents of the scheme include:the integration of process information,the overall design of outpatient appointment and queuing system,the optimization of guidance services,the optimization of traditional Chinese medicine extraction process,and the humanized design of consultation environment.3.Feasibility analysis and implementation effect evaluation of outpatient process optimization scheme.Through the simulation operation and field discussion of the process plan by the hospital expert group,the feasibility of the process optimization scheme is proved.At the same time,the effect of the implementation of the process optimization scheme is pre-evaluated.The results showed that after the implementation of the process optimization scheme,the total process time of provincial medical insurance patients in orthopaedic clinic would be reduced by nearly 49 minutes on average,and the total process time of self-paid patients would be reduced by 26.6 minutes.The average waiting time of patients is expected to be reduced from the current 28 minutes to less than 15 minutes,and the process efficiency and patient satisfaction can be greatly improved.ConclusionsThrough expert demonstration and process simulation,it is found that the comprehensive implementation of inter-clinic settlement will integrate the four links of registration,medical treatment,payment,and medical insurance review,and integrate them into one link,greatly reducing patients' queuing and returning rate,and reducing patients' waiting time..The overall design of the source pool of the outpatient appointment numbers and queuing system will wholly plan and coordinate the patient visit order,optimize the patient's arrival time,and reduce the patient's staying time in the hospital,so as to reduce the time of the whole process.Redesigning the dispensing process of Chinese herbal medicines and decocted Chinese medicines by the hospital,and effectively diverting mailing patients and patients taking drugs on site,will reduce the waiting time of patients taking Chinese medicine.The humanized design of the hospital outpatient process will enhance the patients' comfort and reduce the patient's psychological anxiety.