Research On Reengineering Of Outpatient Non-medical Service Process In Public Hospitals

In the continuous development of social medical system in our country,the problem of "difficult to see a doctor" is an existing social problem,and needs to improve continuously,and the number of hospital outpatient clinics is on the rise,resulting in the demand for medical and health services in public hospitals being greater than the supply,and the phenomena of "difficult to find one","three long and one short",etc.The traditional consultation process used to be delivered manually,resulting in a complex consultation process and long waiting times for patients,who often spend a lot of time on non-medical consultation processes.The treatment mode of public hospitals needs to be updated constantly to adapt to the development of society and meet the needs of patients.The government of public hospitals also actively advocates the innovation of the management mode of public hospitals,encourages the use of information means to improve the service efficiency,and attaches importance to the satisfaction of patients in receiving the outpatient services of public hospitals.Firstly,by summarizing and analyzing relevant research results,the research content and ideas are clarified.Secondly,in public hospitals,the process of outpatient non-medical service in F hospital is taken as the entry point,and the process of outpatient non-medical service is analyzed by means of literature review,personnel interview and patient satisfaction questionnaire design.Finally,by analysing the causes of the problems of the traditional consultation process,proposing improvement measures,and comparing the effectiveness of outpatient services and patient satisfaction surveys and related data before and after outpatient process re-engineering,the conclusions of this study were formed.The study starts with the establishment of a "patient-centred" outpatient service process,intending to improve the patient experience and enhance the efficiency of outpatient operations.After the study,the following conclusions were reached: First,public hospitals should adhere to the public interest and establish a "patient-centred" service concept;Second,public hospitals can learn from the process reengineering theory to form patient satisfaction oriented outpatient service process,break the original "management-centered",and improve service efficiency.Third,public hospitals shouldstrengthen information construction,realize the connection between hospital business systems,make full use of information technology to connect the sharing of information resources between finance,business and patients;Fourth,public hospitals should pay attention to the feedback results of patient satisfaction and continue to improve them in the future work.