The Research On Two Public Hospitals Business Process Reengineering

Objective: the thesis aims to explore business process status and find out theproblems existing in the process. Taking the advantage of Business ProcessReengineering to shift the traditional ‘staff-oriented’ concept to ‘patient-oriented’ wayto reduce patients’ invalid waiting time, improve patients’ satisfaction and achieve theaim of improving the efficiency and the management quality, through which thehospital can be brought a brand-new spirit and management concept.Methods: the finding is based on questionnaires, interview, and field research,through which the author analyses the main problem exists in hospital management,procedures and organizational structure, and then put forwards according method andsteps of BPR. The author further compares and analyses the outpatient procedures,ward dispensing procedures and administrative logistics before and after BPR. One-stepservice and appointment register make medical workers set free from manual labor andbuild a flat organization management structure which finally shift a ‘staff-oriented’concept to a ‘patient-oriented’ one.Results: Comparison of waiting time for patients before and after BPR works out astatistical figure of P<0.05, Each department performs its own functions，which led toan increased satisfaction of5.78%,and another11.99%for the waiting time. Wardsdispensing reengineering also reduced the workload of nurses and pharmacists andensure the rapid delivery of drugs．Shortened time increased delivery times which cansave30-50minutes. Restructuring of flat organization also implemented themanagement quality and efficiency, promote the rational division of labor andcooperation.Conclusion: The combination of BPR and effective management improve the satisfaction of patients, ease the physician-patient tension and save the waiting time fortreatment to finally improve the efficiency of the medical care and staff＇s enthusiasm.In conclusion BPR is a solution to the difficulties of getting medical treatment to someextent which is worthy learning in the management of modern state hospital.