Study On Outpatient Scheduling And Reengineering In A Hospital

With the improvement of peoples' s living standrand and the change of concept,more and more patients have put forward higher requirement on the waiting time when they see a doctor.Therefore,it is necessary to analyze and study the outpatient satisfaction as a core hospital department and finding key factors that affect patient satisfaction and ways to improve patient's satisfaction.In view of this,we did a research on outpatient satisfaction in a top three hospital in Chongqing and key factors affecting patient satisfaction with questionnaire survey and comprehensive evaluation of gray AHP patient satisfaction.Use outpatient scheduling and process reengineering to analyze how to improve patient's satisfaction.During this constructed the multi-objective optimization model and through process reengineering also can reduce patient's waiting time.The result can provide some reference for the hospital to improve the medical staff working effectiency and reduce the waiting time to improve patient satisfaction.This paper takes the outpatient department of a top three hospital in Chongqing as a research object and investigate patient's satisfaction about outpatient service process.Through literature research,expert consultation and other methods to revise the questionnaire repeatedly and finally designed the outpatient satisfaction questionnaire,to ensure the reliability of the questionnaire,the reliability and validity of the questionnaire were tested.According to the descriptive statistics of the questionnaire and the comprehensive evaluation based on the grey AHP patient's satisfaction,we can know that the waiting time is the key factor of influences patient's satisfaction.Second,in order to reduce the patients waiting time and inprove their satisfaction,throught the outpatient scheduling to optimizate the longest waiting time during the outpatient service process.Combining the actual situation of the outpatient clinc and base on queuing theory,constructes the patient waiting time assement model.Due to the waiting time assement model constructes a mutil-objective optimization model of outpatient scheduling with the low cost of a hospital and the smallest of the waiting time of the system.To verify the validity of the model,take the actual data of a department of the hospital in Chongqing as a parameter and bring it into the model,using genetic algorithm to solve the model.In addition,simulate the doctor's scheduling plan given by the model and with the current scheduling plan implemented by the hospital.The results indicates that the doctor's scheduling plan given by the model can reduce the patients waiting time without increase the hospital's cost,has a role in improving patient satisfaction.Third,based on satisfaction survery results,throught the process reengineering to reduce the waiting time during ouptaient process.Through the field investigates,draw a program diagram for outpatient consulation procedures.Use the “5W1H”questioning technology and “ECRS” principle to analyze and optimizate the process.Comparing the outpatient service process before and after improvement,the transformated process can reduce the patiente's queuing and waiting time and has a role in improving patient satisfaction.Finally,the patient's total waiting time was reduced by 130.58 h through reasonable scheduling of the doctors and reconstitution of the current service process.However,this article only represent the key factors as the representative to analyzes how to improve patient satisfaction.what other factors affect patient satisfaction and how to improve patient satisfaction should be further discussed.