Optimizing The Running Of Clinical Service Basing On Information Technology, Take Shanghai Municipal Hospital Of Traditional Chinese Medicine As An Example

With the further development of health care reform, competition of medical market becomes increasingly cutthroat. Hospital clinic is an embodiment or windows of Hospital services which is also an important frontier for hospital occupies the medical market. For a long time, the current domestic hospital clinic service is using the main instant clinic form, which lead to arbitrariness of public medical treatment behavior, often caused full of patients and crowded, which takes the form of centralized setting in line registered, waiting medical, pay, check, and waiting drug. Traditionally, hospitals use a clinic service process as pre-check advisory, registered in line, points diagnosis, doctors’ check, multiple secondary check, doctors’ further visits and referral, treatment, verification, payment, and take drugs amount to more than a dozen links, that objectively increased the original crowded effect. According to the statistics report, patients would cost1-2h in average to pass through a process of clinic while they actually consume a lot of time on non-medical time. It is particularly prominent in rush hour in outpatient service known as "three long and one short"(That is, long in registered,waiting medical, pay, and take drugs, with a short time in treatment.)In response, as the top designer of our hospital management, the author does some research on the model of clinical service in Shanghai Municipal Hospital of Traditional Chinese Medicine as well as formulates optimal scheme on clinical service, which is called "one-stop service " There are four details as follows1. Optimizing the procedure of information management, the main idea of which is to reach the general optimization by the reconstruction of inner construction and operating mechanism, and to dramatically increase the function of organisation. That includes (1) Optimizing register and payment;(2) using of intelligentized call system;(3) Optimizing the doctors’ workstation to improve the efficiency of the treatment;(4) Using bar codes in pharmacy.2. Optimization of the environment and function of service, including:(1) improvement of environment, rebuilding of out-patient department and using advanced electronic screen technology to provide striking, clear and pellucid tags (2) Establishment of service centre (3) Reasonable adjustment of human resources (4) Perfect preview and triage service3. Optimization of the concept of humanistic service includes (1) Modernization of cultural environment;(2) Standardization of service etiquette4. optimization of information system of One-stop payment in outpatient department includes:(1) the function of reservation (2) design of model of register (3) model of paymentAfter two years of implementation in our hospital. the mean time of register decreased significantly (P<0.01), the waiting time decreased significantly (P<0.01), payment time decreased significantly (P<0.01) and the reduce of total time is statistically significant compared to that before the implementation (P<0.01). In2011,"the tremendous questionnaire on satisfaction of Health System in Shanghai" indicated the percentage of satisfaction increased from95.1%in2010to95.4%and the satisfaction of the" one-stop service" was98.0%." One-stop " service improves the quality of medical services fundamentally and alleviates the problem of inadequate medical service, providing high-quality health services and considerates the balance of fair and public welfare, which is the service aim of national hospitals.