Study On Process Optimization Of Oral Clinic In Z Hospital Based On Patient Satisfaction

As the people's most concerned livelihood issues,the reform of healthcare industry is deeply concerned by the community.Private hospitals are good at studying the segment market of patients with the purpose of patient satisfaction.Patients choose them because they work hard at avoiding waiting,mentoring,and customization.The development of private hospitals has solved the medical needs of some patients,but good service also requires patients to pay more money.We still need to see that most patients are still facing the problem of expensive and difficult medical treatment.How to make these patients satisfied with medical treatment and share the fruits of social development is also a problem we need to pay attention.Public hospitals have the largest number of outpatient flow and many contradictions.This is mainly due to the shortage and unbalanced distribution of existing medical resources in China.Extensive hospital management mode and lack of application of information technology also lead to this problem.It is the background that cannot be changed for a while.Hospitals can optimize the outpatient service process,so as to effectively improve the quality and efficiency of outpatient service and meet the increasing medical service needs of the masses.Z hospital is a general hospital featured by traditional Chinese medicine.The department of stomatology is the Key specialist program.At the same time,it Involves more auxiliary medical departments.The research on the optimization of oral outpatient service process can not only solve dental problems,but also it can provide practicaloperation cases for the optimization study of outpatient service in grass-roots hospitals with limited medical resources.Aiming at patient satisfaction,this paper optimizes the oral outpatient service process of Z hospital.Guided by the theory of customer satisfaction and the theory of process reengineering,this paper uses methods such as literature analysis,data retrieval and field observation to understand the problems existing in the current service process of oral outpatient department of Z hospital,and designs targeted questionnaires to conduct questionnaire survey.By KANO model analysis,we find the existing oral outpatient service process in which patients are not satisfied and influential segment.Fish bone analysis method was used to analyze the reasons for the low satisfaction of these links in depth,and targeted design of oral outpatient flow optimization program.We use ESIA law to simplify cumbersome links,integration of related links,clear unnecessary.Finally,we can find that the scheme can be implemented and patients' satisfaction is significantly improved.