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门诊服务流程在提升核心竞争力和服务品质上存在重要性作用。此文采用综述方式,指出门诊服务流程中患者多次往返性进行排队的问题日益突出,针对患者所增值的医疗服务只可进行分科治疗、检查、就诊三个环节,而取药、缴费、划价、挂号等环节属于降低流程效率的瓶颈。其原因则在于过度集中就诊时间、划分职能过细以及信息无法共享,建筑和门诊布局均不合理等,提出再造流程的指导性原则、措施及预期性效果。将门诊流程进行优化,把一站式服务和信息技术作为再造门诊服务流程的核心平台,在门诊服务工作质量提升,改善患者满意度等方面存在有利作用。
Outpatient service processes play an important role in enhancing core competitiveness and service quality. This article adopts the way of summarizing, pointing out that the outpatient service flow has many problems, such as the queuing of patients going back and forth more and more frequently. Only for the three parts of treatment, examination and treatment, , Registration and other links belong to the bottleneck to reduce the efficiency of the process. The reason lies in the excessive concentration of treatment time, the division of functions is too small and the information can not be shared, construction and outpatient layout are not reasonable, put forward the guiding principles, measures and expected results of the recycling process. Optimize the outpatient process, and take the one-stop service and information technology as the core platform for rebuilding the outpatient service process, which has beneficial effects in improving the quality of outpatient service and improving patient satisfaction.