Hospital Outpatient Process Management Research

Medical service is an important part of the public service, the hospital is an important carrier to provide medical services. Outpatient work is an important part of overall hospital work, hospital outpatient department makes connection between society and hospital. Itreflects the service level of the hospital directly and the potential problems will directly affect the overall health care level of the hospital. Outpatient process is the core process of the hospital. Outpatient hospital process optimization and reengineering, which is the powerful way, is to enhance the quality of health and management, resource cost minimization, improve timeliness and efficiency. It is the process assets of hospital, which can be connected results of different hospital division activity, reflect the relationship between activities and define relationships of the relevant personnel and other functions. The study results show that theoutpatient treatment activitieswereinefficient, the process was complicated, patient satisfaction was in a lower level and so on. Therefore, business process reengineering and new public service theory were used in hospital outpatientwith important practical significance.quantitative questionnaires and qualitative interviews were used to collect research data, while the results of this study compared with the domestic large-scalecomprehensive tertiary hospital outpatient process improvement results, highlighting the advantages and disadvantages of this study, in order to pointed out the new direction of the study further。After the outpatient process improvement, outpatient visited monthly average of 40041.58, MR report waiting time was up to 120.92+16.55 minutes, MR report waiting time was98.20+21.63minutes,the patient satisfaction level was 80% for overall outpatient services, good doctor-patient communication was 92.1%. After statistical analysis, comparing with the process improvement, outpatientshadno significant difference (Pvaluegreater than 0.05), differences in treatment of patients the average waiting time and satisfaction level of communication between doctors and patients, were statistically significant (P values were less than 0.05).Outpatient process reengineeringhad a certain role for enhancing the efficiency and patient service level. Semi-structured interviews qualitative method was used to collect and analysis about the status of process reengineering, suggestions for improvement, the effect achieved after reengineering.Outpatient BPR improve process efficiencyeffectively, shorten patient waiting times, improve patient satisfaction levels, enhance good communication between doctors and patients, improve the competitiveness of the hospital so that the hospital can provide better public services for patients.