Research On The Reengineering Of Outpatient Process

With the continuous deepening of the reform of the medical and health system and the continuous improvement of the people’s income level,the people’s medical needs are not only limited to the diagnosis and treatment of diseases,but also higher requirements for service attitudes and convenience of medical treatment.As an important part of the hospital’s medical services,the outpatient clinic is the first place for patient diagnosis and treatment services.The rationality of its process design directly affects the efficiency of the hospital’s medical services.How to transform the outpatient service model,improve the operation efficiency and outpatient service quality,thereby improve hospital’s efficiency and patient satisfaction,has become a research topic for many experts and scholars.This study focuses on outpatient process reengineering in cancer hospitals,taking into account patient satisfaction and hospital operational efficiency,and attempts to apply value co-creation theory to hospital outpatient services.This article takes C Cancer Hospital as the main case study object.Firstly,starting from the status quo of the hospital’s outpatient process,comprehensively using process reengineering theory,combining outpatient data,patient satisfaction surveys,and interviews with staff to find out the existing problems in multiple dimension such as cramped clinic space,patient queues,invalid moves,the heavy burden on doctors,and uneven consultation time,etc.Secondly,the factors leading to these problems can be analyzed from three aspects: the hospitals themselves,the patients themselves and the public health care system.For those problems that can be solved or alleviated through the optimization of the hospital’s own outpatient service process,the fish-bone analysis method is used to propose process reengineering goals and program design,and through a series of measures such as reorganizing outpatient business process,adjusting the layout of outpatient space,optimizing doctors’ diagnosis process,establishing specialty alliances,and promoting the construction of Internet hospitals,outpatient service structure is adjusted and functionally optimized.Obviously,the outpatient consultation process has been reduced by 24%;the waiting time has been greatly reduced,and no queuing to the door has occurred in the outpatient lobby.On the basis of the reengineered process,this article analyzes the shortcomings of Hospital C.Thirdly,this paper reviews and summarizes the five stages of outpatient process reengineering in C hospital,makes a conclusion summary of the previous case study,and puts forward suggestions for continuous improvement.