摘要
门诊是医院直接对外提供服务的"窗口",门诊服务质量直接影响着医院的医疗秩序和医疗质量,甚至影响到医院的声誉。我院门诊楼由于设计和建造上的缺陷,同时由于传统门诊流程中存在的问题,导致门诊流程中存在诸多瓶颈,病人满意度不高。为改变这种状况,我们实施了门诊流程再造,通过利用信息技术、重新设置各功能区域、加强门诊管理和内涵建设等,优化门诊流程,提高患者对门诊服务的满意度。
Out-patient is just like a window in a hospital to display its services. Outpatient service quality directly affects the order and the quality of medical treatment, and even the reputation of the hospital. There existed some disadvantages in the design and the construction of the outpatient building in our hospital, and some problems in the traditional outpatient process, so it resulted in many bottlenecks in the outpatient process and patients＇ dissatisfaction with services. By utilizing information technology, re-setting each functional area, enhancing outpatient management, building the internal and optimizing the process to change the original situation, we reengineer the outpatient services process to elevate the patients＇ satisfaction with outpatient services.
关键词
门诊服务流程
再造
实践
Outpatient Services Process
Reengineer
Practice
