摘要
近年来,国内各家大型医院的患者日益增多,“挂号、收费、取药时间长,
医生看病时间短”的“三长一短”现象,成为中国医院“看病难”的最集中反
映。本文首先对福建省立医院门诊业务流程的现状进行观察分析,研究了现有
流程管理中的缺陷和不足之处,运用业务流程再造的相关理论方法,针对医院
业务流程管理存在问题的环节,借助新型金融产品——电子钱包以及信息化的
应用,提出了新的业务流程再造方案。希望借此能够提升医院的服务效率,减
少患者的就医成本,提高患者的满意度。文章先介绍了医院业务流程现状,找
出了当前业务流程中存在的定位、管理和流程问题,并逐一对其主要原因进行
了剖析。其次,对于医院门诊业务流程中出现的问题,提出了再造项目的具体
需求。按照这些需求,针对性的设计适合医院持续发展的业务流程再造方案。
再次,根据系统性重新整合的方法,分为“福建省社会保障卡”和“医院自助
综合服务系统”两期项目逐步实现以上项目目标和方案设计。最后,对流程再
造项目进行定量和定性的评价。此外,本文也对医院业务流程再造提出了进一
步的建议。通过对医院门诊业务流程再造项目的应用研究,可以得到以下结论:
医院需要树立以患者为中心的管理理念,流程设计必须以患者的便利为出发点,
建立人性化的患者导向型的业务流程;医院业务流程再造必须借助信息技术的
有力支持,充分利用自助化手段替代人工流程,使得流程的运作更加高效;充
分发挥银行专业的支付结算能力,引入新型金融产品,解决原先传统的医疗就
诊模式。
关键词:流程再造;医院门诊;信息化
Abstract
In recent years, domestic major public hospitals have faced the situation that
there are more and more patients. Patients argue the long queues in front of the
registry windows and charge windows, the long wait for the medicine and the short
time doctors spending on them. The Three-Long & One-Short problem is the most
serious one in hospitals of China. This thesis takes Fujian Provincial Hospital
Outpatient Business Process as an example. It analyses the current situation and finds
out the management problems and shortcomings of the hospital outpatient business
process. Based on the theories of business process reengineering, it proposes a new
business process reengineering plan which uses a new financial product 'Electronic
Wallet' and information technologies. It functions in the error parts of the hospital
outpatient business process in order to enhance the hospitals5 service efficiency,
reduce patients' cost and finally satisfy them.
Firstly, this thesis analyses the current situation of Fujian Provincial Hospital
Outpatient Business Process, and finds out the management problems and
shortcomings of the hospital outpatient business process. It also talks about the major
reasons of the problems. Then in order to solve the problems of the hospital
outpatient business process, it proposes the specific needs of the business process
reengineering. Based on the needs, a sustainable business process reengineering plan
which is suited to a hospital is created. According to the systematic reintegrating
theory, the project is devided into two phases, which are ‘Social Security Card' and
'One Card Through Of the Hospital'. The two phases will be implemented step by
step to make sure of achieving the goal. Finally, it gives a quantitative evaluation and
a qualitative one to the business process reengineering project. The thesis also gives
some advanced advices on the hospital's business process.
Through the research on the program about hospital business process
reengineering, it tells that the hospital management should be patient-centered, the
design of business process should be patient-centered, too. The hospital business
process should be set to comfort patients; It should need the support of information
technologies to renew and optimize the hospital business process and the information
management should be included in the process; The Gross Settlement System and
new financial products from banks should participate in the new pattern of hospital
outpatient process and slove the problems in the traditional pattern of hospital
outpatient process.
Keywords: Business Process Reengineering; Hospital OuQatient; Information
Technology