基于互联网及移动应用的医院门诊流程优化研究

发布时间：2019-01-27 19:53

【摘要】：一直以来,由于国内医疗资源不足且分布不均衡,优势医疗资源主要集中在经济相对发达的地区大医院,导致这些大医院吸引了周边甚至全国范围内的患者前来就诊;因此,对于这些医院来说,门诊就诊人次不断创新高,从而导致这些医院门诊大厅人满为患。进入二十一世纪后,国内外很多机构和专家对医院业务流程进行深入研究,并提出一些针对性的解决方案。这些方案为医院优化原有的业务流程提供了可靠的借鉴依据。但截止目前,针对医院门诊业务流程的优化,基本上都集中在挂号及收费流程的优化上,对于门诊业务的整理流程进行再造性优化少之又少。随着信息技术的不断发展,人们一直在考虑希望能借助于信息技术为手段对医院门诊流程进行优化甚至重组。C医院属于上海市一个专科类三级甲等医院,也一直在探索。鉴于此,本文针对医院的门诊业务流程的优化做了大量探索,并结合c医院的运行情况,进行针对性地精准分析,提出优化方案,并对方案进行科学评估,在评估可行后安排执行。然后对执行效果进行有效验证,得出优化效果,并形成制度加以深化。具体过程如下:首先,针对国内医院门诊业务流程进行详细梳理,得出门诊业务的整体流程与环节,形成门诊业务主体流程及医院与患者交互的节点。以门诊业务流程中医院与患者交互的节点作为研究对象,了解各交互节点上通常等待时间。其次,通过对c医院门诊业务产生的数据记录进行统计、分析,得出流程中各交互节点上患者所需等待的时长,结合六西格玛管理中流程改善的重要工具dmaic中的定义、测量、分析的方法,发现门诊业务流程中具有较大影响的流程交互节点。再次,采用帕累托法则对这些关键流程交互节点进行分析,找出影响患者就诊过程中的关键交互节点,并对这些关键节点进行重点分析。并采用dmaic中的改进方法和esia分析法,结合国内外针对业务流程重组及优化的研究成果,借助于互联网及移动技术的应用,针对关键节点提出合理可行的重组和优化方案。充分简化患者就医环节,改变患者就医模式,提高医院服务质量。最终,完成对C医院门诊业务流程的重组和优化并进行绩效评估。本研究的创新主要在于从门诊的整体业务流程进行梳理,不仅涵盖门诊的挂号、收费等窗口单位,同时也覆盖门诊诊间、医技科室、门诊药房、门诊输液、手术室等几乎所有与患者存在交互的部门节点,并对这些节点进行整体考量,针对性地提出优化方案,并加以实施。
[Abstract]:All along, because the domestic medical resources are insufficient and the distribution is not balanced, the superior medical resources are mainly concentrated in the large hospitals in the economically relatively developed regions, which leads to these large hospitals attracting patients from the surrounding areas and even the whole country. As a result, outpatient visits to these hospitals are at record highs, resulting in overcrowding in the outpatient halls. After entering the 21 century, many institutions and experts at home and abroad have carried out in-depth research on hospital business processes and put forward some targeted solutions. These schemes provide a reliable reference for the hospital to optimize the original business process. But up to now, the optimization of hospital outpatient service flow is basically focused on the registration and the optimization of the charging process, and the reengineering optimization of the out-patient service process is rare. With the continuous development of information technology, people have been considering to optimize or even reorganize the outpatient service flow by means of information technology. Hospital C is a specialized Grade 3A hospital in Shanghai and has been exploring all the time. In view of this, this paper makes a great deal of exploration on the optimization of hospital outpatient service flow, and combines with the operation of c hospital, carries on the pertinence accurate analysis, proposes the optimization plan, and carries on the scientific evaluation to the plan. Arrange implementation after assessment of feasibility. Then the effect of the implementation of effective verification, the optimization effect, and form a system to deepen. The specific process is as follows: first of all, the domestic hospital outpatient service process is combed in detail, the whole process and link of outpatient service are obtained, and the main process of outpatient service and the node of hospital and patient interaction are formed. Taking the node of hospital and patient interaction in outpatient service process as the research object, we know the waiting time on each interactive node. Secondly, through the statistics and analysis of the data generated by outpatient service in c hospital, the author obtains the waiting time of patients on each interactive node in the process, combined with the definition of dmaic, which is an important tool for process improvement in six Sigma management, and measures it. Analysis of the method, found that the outpatient business process has a greater impact on the process interaction node. Thirdly, the Pareto rule is used to analyze these key process interaction nodes, to find out the key interaction nodes that affect the patient visit process, and to focus on these key nodes. By using the improved method of dmaic and the method of esia analysis, combined with the research results of business process reengineering and optimization at home and abroad, and with the help of the application of Internet and mobile technology, a reasonable and feasible recombination and optimization scheme for key nodes is put forward. Fully simplify the link of patient seeking medical treatment, change the mode of patient seeking medical treatment, and improve the quality of hospital service. Finally, the reengineering and optimization of outpatient business process in hospital C are completed and the performance evaluation is carried out. The innovation of this research mainly lies in combing from the whole business process of outpatient service, not only covers the window unit of outpatient service, such as registration, charge, etc., but also covers outpatient clinic, medical technology department, outpatient pharmacy, outpatient transfusion, etc. Almost all the department nodes such as the operating room have interaction with the patient, and these nodes are considered as a whole, and the optimization scheme is put forward and implemented.
【学位授予单位】：东华大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：R197.324

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