Using Information Technology To Optimize Outpatient Service Process

Outpatient service is the first window of the hospital medical service* the stand or fall of outpatient service related directly to the hospital the overall quality of service, so as to affect the benefit of the hospital and reputation. And at present* large and medium-sized hospitals, especially tertiary hospital outpatient service "three long and one short" phenomenon is outstanding, is the important embodiment of "difficult" problem. With the development of medical and health undertakings and patient on the improvement of the medical service demand, and the disadvantages of traditional mode of outpatient service began to emerge and gradually expand. Outpatient service process optimization and reengineering is the difficulty and key of modern hospital management, more and more get the attention of hospital managers. Therefore, to improve the outpatient service work become a major task faced by the hospital. In this paper, based on "patient-centered, to the information technology for support" of the outpatient service process reorganization, and optimization and reengineering outpatient service process, improve patient satisfaction. And with taicang city first people’s hospital as the research object.PurposeThrough the reorganization of the outpatient service process, improve the efficiency of outpatient service work, make full use of existing resources, reduce unnecessary waiting time, the patient to change "three long and one short" phenomenon, improve patient satisfaction, ease the problem of "difficult". And by discussing the business process reengineering (BPR) and use of information technology with the combination of outpatient service process optimization model, providing a reference for other hospitals at the same levelMethod1. Literature research Through literature retrieval, query technology in Chinese journal full-text database and Chinese academic periodical full-text database and Medline database, collecting published both at home and abroad about the research of hospital outpatient service process reengineering. Through the methods of literature analysis, understand the characteristics of the queuing theory, the concept of BPR, and relevant methods, and explore the relationship between BPR and information technology, restructuring and scheme lays the foundation for outpatient service process2. Survey through questionnaires, using self-made questionnaire for patients and our staff in our hospital outpatient service quality satisfaction condition and new expectations of outpatient service process, recycling of 136 valid questionnaire responses received. Use Excel to establish database, use statistical software SPSS 17.0 to statistics the data description, chi-square, nonparametric rank and inspection, the related analysis and multi-factor regression analysis and so on.3. Statistical methods using structural equation modeling, rank and inspection, such as statistical method, the analysis of the effect of each link waiting time of patients satisfaction degree4. The method of queuing theory, the queuing theory is constructed model to measure the efficiency of each node of outpatient service process, find out the "bottleneck" process, and to evaluate existing resources configuration5. BPR method, following j.t. BPR six steps, and put forward by the eng of outpatient service process reorganization.6. Through a variety of information technology with the combination of outpatient information system implementation to fixed the new process.Result1. The patient to hospital outpatient service quality comprehensive satisfaction is 82.1%; Main problems of patients for medical service process, according to the severity degree of agreement for registration fees from more to less, in turn, queuing time is too long (51.2%), the waiting time is too long (45.8%), medical links too much (34.1%), waiting for the testing time is too long (32.4%), waiting for the report time is too long (23.3%), identity is not clear (15.0%); Hospital outpatient a year on average in hospital time was 98.15 minutes; Effective diagnosis and treatment time range of 18.22～41.27 minutes, accounted for 19.48%～35.35%; Total service (communication) time range of 20.34～34.69 minutes,22.49%～38.35%. If lose rehydration is removed or hemodialysis treatment time, the project takes up 65%-80% of outpatients in hospital time is used for invalid waiting, line up in the back and forth and back and forth2. Waiting time of each link effect on patient satisfaction, from big to small in turn is:registration, examination, triage, take medicine, pay fee, assay, waiting, visible shorten registration, inspection and triage of the meaning of waiting time to improve the patients’satisfaction; Wait time from long to short is in turn: waiting, examination, registration, charge, take medicine, among them, the inspection and waiting is the bottleneck of outpatient service process; Regular treatment, most patients concentrated in the morning to see a doctor, the work that morning and afternoon have obvious difference, visible will provide full source number for period of time distribution, source, medical resource utilization and in the afternoon on the average outpatient service traffic has great meaning;3. A variety of information technology with the combination of outpatient service process after modification, the patient’s satisfaction improved significantly(1) all appointments(2) check the reservation center(3) the self-service machine+outpatient accounts settlement++clinic and alipayConclusion1. The current outpatient service process leads to the phenomenon of "three long and one short" the main reason is:patients links too much, especially for link; Patients are excessive concentration, lack of medical resources and distribution of relative inequality; Functions divided carefully, order confusion, the doctor-patient contradiction hidden danger is outstanding;2. Through the importance-performance analysis, registration, fees, inspection is a key link in the process of restructuring process;3. Process reengineering scheme:to register link, the pushing cover all floor outpatient department, all experts, "four one" (scene booking, telephone booking, online reservation, pay treasure to make an appointment) mode to make an appointment booking system; To check the link in the waiting time, check project with long booking center management system, adopt centralized reservation mechanism; For charging part, through a variety of combination of information technology, new process and fixation, including the implementation of the self-service machine, outpatient service the preloaded account, pay treasure to pay, clinic and settlement of four parts. This study has a certain practicality, novelty, and practical significance, and the method is scientific, feasible and available for reference.