Optimization Of Outpatient Process Of H Hospital Under The Background Of Mobile Internet Platform

In order to improve medical services and improve patients' experience,the government has issued a number of policies,from the announcement of the Ministry of Health on "Three Good and One Satisfaction" in the national health care system issued in 2011 to the implementation of Zhejiang Province's "Deepening the" Maximum Running "Reform Action Plan in the field of medical and health services" in 2018.During this period,assessment indicators for improving medical services were also issued.With the speeding up of medical reform,the State supports the development of non-public health care and encourages private capital to enter the medical industry,which makes the number of medical institutions increasing day by day,the medical competition becoming increasingly fierce,and the homogenization of medical service products becoming more and more serious.With the improvement of people's living standard and the transformation of mobile Internet to all walks of life and information becoming more transparent,patients' experience of diagnosis and treatment has become more and more important.It is the common pursuit of medical institutions to surpass patients' expectations.Therefore,the purpose of this study is to optimize the outpatient process of H Hospital by using mobile Internet information technology,to "patient-centered",effectively enhance the patient's experience,improve the hospital's medical services,enhance hospital management methods,and at the same time improve the reference and reference for the optimization of outpatient process of other hospitals.Based on the theory of process optimization theory,this paper uses "5W1H" and fish bone analysis to construct a hospital process model.Through the questionnaire analysis of patient satisfaction,dialogue with the hospital leadership to understand the problems in the outpatient process of H hospital at this stage.In view of the problem of “getting sick and worrying” and seeing the problem of “three long and one short”,refer to the business process optimization implementation method,and carry out the information optimization construction of the outpatient process of H hospital in steps,including the outpatient appointment registration and the mobile phone hanging the same day process.Payment process,one-stop service process,medical technology department inspection process,resetting outpatient clinic layout,etc.Through a series of implementation plans such as software and hardware configuration,employee training,WeChat public number and other media promotion,trial operation,and continuous optimization.It reduces the number of patient queuing and unnecessary waiting time in the hospital,optimizes the air freshness in the lobby and the clinic,improves the work efficiency of the doctor,and further increases the patient's sense of medical treatment.Since the implementation of the outpatient process optimization,the efficiency of patient visits has increased significantly.At the end of the paper,the balance scorecard and satisfaction analysis are used to evaluate the performance of the process from the perspectives of finance,process,patient satisfaction,and employee learning and growth.In the context of mobile internet,make full use of information construction to optimize the outpatient process.From the financial performance,the number of outpatients has been increased,the hospital income has been increased,and the operating costs of the hospital have been reduced.The process performance perspective has greatly simplified the internal processes of the hospital and reduced some departments and windows;the perspective of customer satisfaction has effectively alleviated the process of medical treatment.The phenomenon of “three long and one short” enhances patients' feelings of seeking medical treatment;from a social point of view,the hospital retains patients after process optimization,improves the reputation of the hospital in the community,and improves the rate of medical treatment in the county,so that the medical insurance costs do not flow out.It is the main assessment indicator of the government at this stage.