Optimization Of Outpatient Service Process In Public Hospitals

With the rapid medical system reform,more and more people realize the importance of hospital outpatient process optimization.Outpatient service is the first gate of a hospital,directly related to the benefits,image and reputation of the hospital,and determines the efficiency and service quality of the hospital.How to improve the quality and efficiency of out-patient service,change the extensive mode of traditional outpatient service,meet the increasing needs of the people and improve the performance of hospital management,has become a topic issue for scholars.The purpose of this thesis is to optimize the process of dental outpatient service.Through searching and analyzing the existing problems and causes of H hospital dental outpatient clinic,using the theoretical method of modern enterprise management,the optimization program of dental outpatient process adapted to the change of social environment and patients' needs is studied.This paper takes the public hospital dental clinic as an example,with the guidance of the theory of process reengineering,customer satisfaction and fairness and justice,adopts a survey method,such as questionnaire survey,field interview,reading data,and other statistical analysis methods,such as chi square test and t test.The demand and satisfaction of medical staff and dental outpatients were extensively investigated,and the related statistical data were systematically analyzed.By means of 5W1H analysis and fish bone analysis,this paper makes an in-depth study on the current situation in the outpatient department of dental in the Department of Dental,and analyzes five reasons for the disorder of the patients,the rush of medical flow,the congestion of medical technology flow,the unobstructed flow of the support flow,and the management of the flow after the flow of management.On this basis,four principles and seven steps to optimize the dental outpatient process are put forward.Using the benchmarking method,taking the independent professional dental hospital,the Internet hospital and the shared hospital as the benchmarking,aiming at the goal of the optimization of the process,the gap and deficiency of the H hospital outpatient process are found out.ESIA analysis was applied to analyze the importance and necessity of all aspects of dental clinic process,and five specific measures for process optimization were put forward.The PDCA analysis method is used to formulate the optimization program for the outpatient clinic process,organize and implement the outpatient process transformation.Through the comparison and analysis of the data before and after the process optimization,the quality of the service process after the optimization is checked and evaluated,and the relevant conclusions are drawn.Through the data contrast analysis and comprehensive evaluation,it is found that the application of BPR theory in the optimization of the outpatient clinic process can effectively improve the patient satisfaction and outpatient operation efficiency.The optimized dental outpatient process realized the outpatient flat structure through process planning,realized the efficient operation of outpatient process through information sharing,achieved the patient flow,medical flow,medical technology flow,the unobstructed flow,management flow synchronization operation through the Department linkage,requirements guidance and management norms through the extensive participation of medical staff and patients.The quality of service and patient satisfaction has been significantly improved.