The Outpatient Process Management Study That Based On The Patient Of The Value Chain

Objective Along with the speeding up of marketization of medical services, hospitalhealth needs diversification, the level of the people health demand is improved, thevalue of the relationship between hospital and patients has become the newdoctor-patient relationship under the value chain. Hospital only by constantly seekingthe combining site, building reasonable patient value chain structure, providing medicalservices will have a competitive edge. Thus, in this paper, putted forward the outpatientservice process improvement project that based on the patient of the value chain, withthe Peking University ShenZhen hospital as the sample hospital.Method This study integrated use of literature search, questionnaire survey, expertconsultation, the core team discussed, process present situation investigation, the patientvalue chain analysis, statistical analysis and other methods. On the basis of the literatureretrieval, probes into the necessity of the outpatient process management study thatbased on the patient of the value chain. Using expert consulting method created theoutpatient service patient satisfaction assessment questionnaire, and then randomlyextract internal medicine and surgical department, department ofgynaecology,department of paediatrics, and five sense organs that five professional150clinic patients of the sample hospital as the research object, determine and review withthe questionnaire survey of outpatients’ satisfaction, and through statistical analysis ofthe measured results, combined with patient value chain theory to analyze the key valuechain of outpatient service process, the secondary value chain, value-added value chain,non value-added value chain, necessary not value-added value chain, etc, from microlevel to analysis outpatient service process. Using the potter five analysis method toanalyze the whole value chain of hospitals, find out the strengths, weaknesses,opportunities, threats, from the macro level to analyze outpatient service process and the whole value chain of hospitals.Results The elements of the value chain through the investigation and analysis, foundthat patients in the medical quality, medical technology, waiting time, medicalenvironment, medical price factor influence coefficient is larger, difference hasstatistical significance (P <0.05), is a key value chain nodes, patients in the value chainis the key reason for hospitals to maintain competitive advantage.Conclusion According to above analysis results, using the theories and methods ofbusiness process management(BPM), clear, simplification, optimization, integration ofthe value chain nodes, the sample hospital outpatient service process optimization, toimprove the outpatient service process each link, improve patient satisfaction. Theimprovement measures of outpatient service process management are:(1) Simplify thetreatment process. Including pre-hospital service intervention, tracking service in thediagnostic and after clinical services.2. Remove all non-value added process.3. Theintegration advantage resources optimization. Through implementing the managementof outpatient service process optimization, sample quantity of hospital appointmentregister for three consecutive years ranked first make an appointment in the city quantity,outpatient equation increased workload, patient satisfaction is greatly increased.Thus come to the following aspects:(1) The application of the patient outpatient service process value chain analysis isfeasible, value chain management theory was proposed and get the favour of managers,through the development of recent years, the theory and the method is proved to bereliable. This research on value chain management patients is proposed on the basis ofvalue chain theory, is standing in the Angle analysis the clinic patients with variousvalue-added process and provide the basis for the sample hospital to maintaincompetitive advantage.(2) The application of porter five analysis model to analyze value chain of hospitals isfeasible, potter five analysis model from the suppliers, buyers, the threat of new entrants, the threat of substitutes, existing competitors within the industry competition in the fiveaspects analysis the whole value chain of hospitals, in order to find out the strengths,weaknesses, opportunities and threats at the hospital.(3) The status of application of business process management to improve the outpatientservice process is feasible, business process management (BPM) is on the basis ofbusiness process reengineering, which is not as fierce as BPR, make employees moreeasily accepted, but attention should be paid to the following principles: to the patient asthe center; Building learning organization; Pay attention to communication; Payattention to performance evaluation; Pay attention to from the functions of managementto the business process management oriented change; Pay attention to the overallprocess optimal system thought; Give full play to everyone’s role in the overall process.(4) The application of BPM process optimization should solve the following mainproblems: the organizational structure; Information technology problems; Humanresources issues; Outpatient service culture; Waiting for the cost issue.(5) With the industrial development and the progress of information technology,planning good self-service has comparable to artificial service. And self-service has theadvantages of continuous service, no fatigue, no error. The development trend of thefuture in addition to the doctor visit and so on can’t replace, registration, make anappointment, station to station, charging, examination results, etc can be done onpatients self-help. Moreover, self-service area and will be more and more large, in thenear future, share proportion will exceed human services as a whole.