Study On The Improvement Of Outpatient Business Process In D Hospital

With the social development, the growing living standards and the reformation of the healthcare system, many large hospitals introduce advanced medical equipment and talents, so the healthcare level is higher attracting more patients. Meanwhile, some problems occur, for example, the medical process becomes complex, the information is not shared, resource allocations are unreasonable and so on, those problems lead to the larger moving number of patients and invalid time. Moving back and forth of patients also cause the noisy and confusion in the medical environment and increase complaints more likely to cause the hospital-patient conflicts. Therefore, solving the "three long and one short" phenomenon, reducing patients’unnecessary waiting time, improving efficiency and patients’satisfaction and saving the cost of hospital has become imperative in hospital management.D hospital in Kunming was the object of study, the process analysis as the method in traditional industrial engineering and queuing theory were the theoretical basis and the simulation software such as Flexsim and information technology were the means to study the improvement of the outpatient business processes.First of all, the current situation in outpatient process was researched, the procedure analysis was used to draw the corresponding flowchart, the5W1H check-list and ECRS principle were adopted to analyze qualitatively and improve the process preliminarily. Then, the collected data were dealt using statistical analysis and the queue models were built based on the queuing theory. Due to the dynamic change and complexity in the real system, there was no suitable queuing theory formula, so the simulation model using the simulation software Flexsim was built and run, the simulation results were analyzed, the bottleneck problems were found and the corresponding improvement plans were proposed. The simulation was used to verify the validity and rationality of the plans and the most effective plan ultimately was determined. Finally, the information technology was the support means, the management information system based on the improved process integrating the total information, so the information sharing and management without paper and film were achieved to improve the operational efficiency and service quality.After being improved, getting the film was eliminated. Entering the information repeatedly was eliminated introducing the co-branded card. All examination fees once were done by combing registry and cashier. Two-level area for waiting for examination was set to reduce the waiting time. The total activity was reduced from34to21times. The number of moves and witing in line were also reduced by5and4. In a word, procedure analysis decreased the waiting time and the number of moves, improved patients’satisfaction and improved the efficiency. Through analyzing the simulation results, the optimized improvement plans were presented to optimize the processes and the number of service desk, the rationality of combining registry and cashier and showed that arranging one desk is the best choice by reducing two desks. The serial flow was changed into parallel flow of pharmacy and the single-queue and multi-desk was set, so the availability of pharmacy windows were balanced and showed that three desks were the optimal allocation. The simulating optimization reduced the staying time of patients in hospital18.2925minutes, optimized the allocation of desks, improved patient satisfaction.Through adopting reasonably the traditional Industrial Engineering (program analysis) and modern Industrial Engineering (simulation and information technology) in the outpatient process, some problems in hospital process are improved, the new process-oriented idea are realized, patients’satisfaction and work efficiency of staffs are increased, the hospital environment is better and service quality and efficiency are enhanced.