The Medical Process Reengineering In Large Comprehensive Public Hospitals

With the continual deepening of medical system reform, some other detailed actions are put on agenda for public hospital reform, such as optimizing its service quality, promoting its service efficiency, reducing medical costs, etc. On one hand, as economy rapidly developing, people have raised their bar of satisfaction for medical services; on the other hand, the ever increasing number of privately-operated hospitals and joint-ventured hospitals has brought huge pressure on public hospitals. All those factors require public hospital to increase its competitively through internal reform.In recent years, although public hospitals have continuously improved their hardware environment, the degree of satisfaction for patients to get medical treatment wasn't increased correspondingly. The main reason for that is the medical service process wasn't smooth enough. In such an environment, procedures for patients to get medical treatment are redundant, processes are complicated, so that patients have to spend too much time waiting to be treated, medical staffs have to spend too much time doing clerical work, such as writing medical record, making out certificate, etc. All those being said has lead to low work efficiency in medical service. Most present hospitals follow traditional medical processes centering in medical treatment and management. It is not in accordance with the aim and philosophy of modern medical service, which should be ‘Focus on the Sickness'. These being said, public hospitals need to make changes as quickly as possible. The former medical procedure that focuses on medical treatment and easy to manage must be transformed into one that focuses on patients and orients in process.By using business process reengineering related theories and studies as references, home and abroad, this thesis analyzed the application and development of theories such as business process reengineering, organizational transformation in medical process reengineering. It analyzed the present process of G hospital through follow-up investigation, finding out the problems in its operating process. Using process optimizing method and information technology, it designed a process reengineering scheme which is feasible and suitable for hospital G's orientation. This scheme was to promote the convenience of outpatient service, smooth the procedure of emergency treatment and shorten the duration of hospitalization. To ensure the process reengineering to maintain a pre-devised direction, several actions were taken, such as offering safeguard measures during the implementation phase of this scheme, gaining hospital staffs' support during the hospital's' Civilized and Superior Quality Service Year' activity, and enhancing the hospital's service culture. At the end, this thesis evaluated the reengineering effect. As a result, the outpatients' degree of satisfaction was raised from 85.34% to 95.25%, the average hospitalization time was reduced from 15.2 days to 11 days.Medical process reengineering is such a beneficial act, not only it promoted hospital's work efficiency enormously, lowered medical costs, improved hospital's service level, but also raised patients' degree of satisfaction, realized the aim of ‘Focus on the Sickness', made a useful exploration for hospital reform toward customer oriented development.