Research On Outpatient Service Process Reengineering In Jinan Huaxia Hospital

Since 2009,the State Council has issued a series of opinions on deepening the reform of the medical system,actively advocating hospitals at all levels to optimize the process of diagnosis and treatment services,improve the work efficiency and service quality of medical staff,and help to build a harmonious doctor-patient relationship.With the rapid development of China’s economy and the wide application of information network technology,patients’ requirements for the quality of medical services are constantly improving,and the medical service industry is also facing more and more challenges.At the same time,most hospitals in our country do not design the outpatient process from the perspective of patients,which leads to the problems of cumbersome outpatient process,long waiting time and low patient satisfaction.Therefore,in order to keep up with the pace of medical reform and adapt to the diverse medical needs of patients,to achieve patient-centered outpatient service process reengineering,which aims at improving patient satisfaction,has become the most important and inevitable requirement of modern hospital management.Taking Jinan Huaxia Hospital as a case unit,this paper makes a thorough study on the process of outpatient service process reengineering in Jinan Huaxia Hospital by using the management theory and method of process reengineering.Firstly,this paper analyzed the current research status of the theory of process reengineering and hospital business process reengineering at home and abroad.Secondly,through questionnaire survey and complaint statistics of hospital outpatient department,it analyzed the existing problems and current situation of Jinan Huaxia Hospital’s original outpatient service process,and then analyzed the necessity and main actions of process reengineering.Because.Finally,based on the first two analyses,the specific implementation plan of patient-centered outpatient service process reengineering is formulated,and the whole process of the new outpatient service process from trial operation to final comprehensive promotion is described in detail.At present,the new outpatient service process has been successfully and smoothly operated in Jinan Huaxia Hospital,and achieved remarkable results.After BPR,the number of outpatient visits,patient satisfaction and waiting time before and after BPR were compared by means of comparative analysis of index data and quantitative analysis of questionnaire data.It was found that these indicators had significant changes.Through the operation of the new process,the outpatient service process has been improved,the pressure of consultation has been alleviated,the level of medical service and service efficiency have been improved,and the patient’s satisfaction has been improved,It has great social and practical significance.