Study On The Process Reengineering Of Public Hospital Medical Service From The Perspective Of Health Care Reform

Public hospital reform is the key link in deepening medical and health system reform,how to break the deadlock in the reform of public hospitals,the real return to public welfare,not only is the major problem facing the government,huge challenge and hospital management needs to deal with.Public hospital has been serving as the main force in the medical service system in China, is the main implementation of the medical and health services, the service quality is good or bad, is the national health care reform is one of the key success factors. Along with the development of medical and health system reform step by step,related to the interests of the masses of the medical market competition will become increasingly fierce.At present, the medical model from a single biomedical to comprehensive physical and psychological, social medical model transition, which requires public hospitals must besimple to medical work center of gravity shifted to the humanized service to patients,hospitals will gradually become a to the patient as the center, take the initiative to providemulti-level medical service the place for patients.However, possession of the traditional dominance is unsatisfactory in public hospitals to do service work,common qualitative thinking patients were placed in a passive position in the medical service, the lack of humane care for patients,humanized serviceunsatisfactory, such as old complex treatment process leads to"three long a short"phenomenon, "difficult to see a doctor, the doctor tired of the problems often found inmedia reports, and so on, these problems if not addressed, the public hospital history willexhausted, the doctor-patient relationship will be more harmonious. How to reflect thepublic welfare of public hospitals and the human nature, how to find a breakthrough to play their own advantages, how to maintain a healthy and sustainable development, is the key to solve the problem of the current public hospital needs.In this paper, the relevant concepts of public hospital medical service and the market oriented reform theory and business process reengineering theory are described, and the main contents of medical reform and medical reform of public hospitals are described. On the basis of theoretical analysis, taking Hangzhou Traditional Chinese Medical Hospital as an example, the current medical service for patients with satisfaction survey, put forward the shortcomings, and the existing problems of the reasons, and the analysis of the domestic and international hospital service highlights and excellent place, Combined with the actual of Hangzhou City Hospital of traditional Chinese medicine of the present medical service innovation,process reengineering, put forward "to patients for a new concept of humanized medical service center", the traditional outpatient process, medical examination and appointment procedures, and financial settlement process, traditional Chinese medicine take drug flow, volunteer service process and patient appeals process and other aspects of re sort and process optimization. The new medical services focused on the interests of patients, focusing on reducing the patient’s "medical treatment,medical trouble," and other issues, so that patients can experience the convenience and ease of treatment.Through comparative analysis of the effect of Hangzhou Traditional Chinese Medical Hospital medical service innovation before and after implementation, theresults were obvious, and the satisfaction of patients was significantly improved. The article also points out the bright spot of medical service and the need to improve the medical service, ensure the effective implementation of the "people-oriented" medical service in public hospitals. The author hopes to learn from the success of the medical service in the case of Hangzhou Traditional Chinese Medical Hospital, the medical service features and innovative points to the province and even across the country, so that patients experience public hospitals and human services.