The Research On Business Process Reengineering For Health Examination Center Of General Hospital

At present, health examination center of general hospital is the most primary institution of health examination in China. However, the problem of unreasonable business processes in most health examination of general hospital had made too much unnecessary trouble to the customer, and lost customer's satisfaction and loyalty, even did a lot of harm to the overall effectiveness and market competitiveness of the hospital. The paper raises a program of business process reengineering for health examination center of general hospital represented by Yue Bei people's Hospital.Objectives: The aim of this research is to reengineer the business process of health examination center, in order to improve the efficiency of the health examination center, make full use of resources, and reduce customers'waiting time, consequently win customers'satisfaction and loyalty, and enhance the comprehensive effectiveness and market competitiveness of the hospital.Methods: The research methods used in this paper mainly includes literature study, questionnaire survey, semi-structured interview, and so on. Through literature study, we understood the relevant theory of business process reengineering and its research status in the health sector at home and abroad, laid a good theory foundation for our study. Through questionnaire survey and semi-structured interview, we understood the main problems of the business process existed in the health examination center, providing a factual basis for the redesign of the business process.Results: 1. Radiology, ECG room, blood sampling room, ultrasound room and reception received a poor evaluation. 2. The online inquiry process, online reservation process, the front desk check process and the health examination process received a poor evaluation. 3. The turnaround time, the way of taking report, the front desk services and the comfort level of the environment received a poor evaluation. Conclusions: 1. Problems analysis, through the questionnaire survey and semi-structured interview, we realize the major problems existed in the original health examination process include health examination was not separated from medical care, the layout of the health examination department was irrational and the manual process was unreasonable. 2. Redesign, through the analysis of these issues, combined with the actual situation of the hospital, we put forward four goals, six principles and a plan for the reengineering of the process. The plan consists of the construction of one-stop health examination centers and the application of health examination information system. The construction of one-stop health examination centers includes the layout of the department, the accouterment of the hardware equipment, the arrangement of the staff, the integration of the content and the process of services. The business process analysis can be divided into two kinds, include individual health examination process and group health examination process. Each kind can be divided into three phases, include before the examination, during the examination and after the examination. 3. Functional requirements analysis of the health examination information system, on the basis of the redesign of the process, combined with the actual situation of the construction of the hospital information system, we put forward the objectives and the function module of the health examination information system.