The Research On The Business Process Reengineering Of Public Hospital Outpatient

With the deepening of reform of the medical system, hospitals have become increasingly competitive.As a hospital, out-patient department is the Front Desk and window to patients and society and the focus on"one long three short". The performance of out-patient service proeess determines the whole efficiency and accomplishment of out-patient department directly. Exploring the model of out-patient suitable to the actual hospital,the design of the scientific, rational and effective out-patient flow is in response to customers, competition,changes in natural selection. Foreign literatures show that after developed countries and regions introduce the management of business process reengineering(BPR) theory to hospital, the level of the hospital management has been upgraded, the quality of medical services has been improved, the physician-patient relationship has been improved.At present,hospital management in China is still in the exploration.Its phase space has some sublimation. Especially the outpatient service of'three long a short"phenomenon has been remarkable.Under the existing medical resources and environment, how to use business process reengineering (BPR) theory to relieve this phenomenon is the hotspot of multitudinous scholar research in the medical industry.This paper will base on the hospital to provide patients with more convenient and effective health care. To Business process reengineering as the guiding ideology, the paper will do comprehensive study of hospital business process reengineering, definition and optimization of core processes, recycling organization, recycling quality processes, recycling service processes. With specific cases, the paper will describe the current out-patient management and business processes of A hospital.With the questionnaires, in-depth interviews (patients and hospital staff), treatment throughout the full time measurement, the paper will analyze on the main factors of the patient process and find the shortcomings of the original patient process.In all aspects of patient, wait times, waiting time and other aspects of analysis and evaluation, the paper make continuous improvement.