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目的客观、科学评价“流程再造”的效果,总结门诊“流程再造”的经验。方法分别从上海市浦东潍坊社区卫生服务中心门诊随机抽取传统服务流程组66人,“流程再造”组122人,比较不同服务流程中挂号、排队、付费、看病等环节所需时间的差别。结果经“流程再造”后,服务流程从5个减少到3个;挂号时间从(1.20±0.76)min缩短到(0.69±0.43)min,差异有显著性意义(P<0.05);取药付费时间从(1.24±0.49)min减少到(1.18±0.52)min,差异有显著性意义(P<0.05);医生开处方时间从(4.03±2.22)min减少到(1.80±0.84)min,差异有显著性意义(P<0.05);而医生对患者问诊、体检时间从(3.00±3.81)min增加到(3.61±1.73)min,差异有显著性意义(P<0.05)。结论上海市浦东新区潍坊社区卫生服务中心门诊“流程再造”的改革效果是显著的,大大缩短了病人就诊排队时间、等候时间,增加了医患交流时间,改善了医患关系,提高了病人满意度,其经验值得在临床推广。
Objectives Objectively and scientifically evaluate the effects of “process reengineering” and summarize the experience of “reengineering” in outpatient clinics. Methods A total of 66 people from the traditional service process group and 122 from the “process reengineering” group were randomly selected from the outpatient department of the Weifang Community Health Service Center in Pudong, Shanghai. The differences in time required for registration, queuing, payment, and medical treatment in different service processes were compared. Results After the “process reengineering”, the service flow was reduced from 5 to 3; the registered time was shortened from (1.20±0.76) min to (0.69±0.43) min, and the difference was significant (P<0.05); The time decreased from (1.24±0.49) min to (1.18±0.52) min, and the difference was significant (P<0.05). The doctor’s prescription time decreased from (4.03±2.22) min to (1.80±0.84) min. Significant significance (P<0.05); while physicians’ patient visits and physical examination time increased from (3.00±3.81) min to (3.61±1.73) min, the difference was significant (P<0.05). Conclusion The results of the “process reengineering” outpatients at the Weifang Community Health Service Center in Pudong District, Shanghai are significant, which greatly shortens the waiting time and waiting time for patient visits, increases the doctor-patient communication time, improves the relationship between doctors and patients, and improves patient satisfaction. Degree, its experience is worth promoting in the clinic.