The Application Of "Internet + Medical" In The Process Optimization Of Outpatient Service In L Hospital

The problem of medical treatment is one of the practical problems that people are most concerned about today.As patients need the most timely and satisfactory medical services,while medical institutions hope to create better economic and social benefits by providing satisfactory medical services to patients.However,due to the scarcity of medical resources and the fast pace of social life,there is still a large contradiction between the demand for medical treatment and the supply in China.Along with the family planning policy adjustment and importance of maternal and child health problem for people growing,L Hospital as a specialized Maternal and Child Health Hospital in a medium-sized coastal city,also began to appear the phenomenon,which only exist in large-scale integrated hospital before: the contradiction between the large daily outpatient business volume and the long waiting time of patients,leads to the complaints and low satisfaction of patients,and even the loss of patients.Therefore,it is necessary to optimize the outpatient service process of L Hospital.Based on field observation,data analysis and questionnaire survey,collects and analyses the L Hospital outpatient process related information,and analyze the data,summarized the main problems in the outpatient process are as follows: high medical cost,patient flow disorder,the original process trival leads to the contradiction in line frequently,make an appointment of the original system,etc.Through further analysis,the reasons are as follows : 1.the original outpatient procedure of the hospital focuses on the business division of the hospital and neglects the patient experience;2.The current process is dominated by the manual service mode,which causes low service efficiency due to the insufficient application of new network technology,affects the overall service efficiency of the outpatient department,and reduces patients' satisfaction;3.In the operation and management of hospitals,there are weak links such as inadequate operation data management,imperfect staff assessment mechanism,and untimely treatment of patient feedback problems.For the further development of the enterprise,it is necessary to restructure and optimize the outpatient service process of L Hospital.With the rapid development of science and technology,Internet technology is gradually integrated with traditional medical,and the emerging "Internet + medical" has become an opportunity to solve the problem of outpatient service process in L Hospital.The Stage-Activity framework approach in business process reengineering consists of six steps,namely:1.constructing the thought phase;2.project start-up stage;3.process diagnosis stage;4.process design stage;5.process restructuring stage;6.monitoring and evaluation.using the method of the L Hospital outpatient service flow reorganization and the preliminary application of "Internet + medical" optimize the outpatient service process,by make an appointment,mobile payment,remote monitoring,leading examining robot to streamline process link,duplication,redundant link,provide more convenient services for patients,treatment time and cost saving,also for L Hospital to reduce the operating costs.At last,the performance of the new process was evaluated by using the queuing theory model,and it was found that the outpatient process was optimized,the number of patients queuing and waiting time were significantly shortened,the average medical treatment efficiency was significantly improved,and customer satisfaction was enhanced,which verified the effect of the "Internet + medical" project.