【摘要】 目的优化门诊结算服务以减少看病排队等候时间,提高患者对门诊流程满意度。方法通过深入优化互联网结算方式来促进诊间结算发展,同步升级人工窗口结算方式,并加强自助机结算,简化就诊流程,提升结算服务。结果从2018年6月到2018年12月,诊间结算占比由3.46%提升至55.83%,差异有显著统计学意义(P<0.01);高峰期人工收费窗口排队时间由开始的9.0min缩短至最快3.2min;患者对门诊流程的满意度从86.4分提高至91.1分。结论服务流程的持续改进能够显著提高医院门诊工作的效率,能有效提升患者对门诊流程的满意度。更多还原

【Abstract】 Objective:To optimize outpatient settlement service so as to reduce the waiting time and improve patients’ satisfaction with the outpatient process.Method:The development of inter-clinic settlement was promoted through in-depth optimization of Internet settlement mode,and manual window settlement mode was upgraded synchronously.Meanwhile,self-service settlement was strengthened to simplify the treatment process and improve settlement service.Result:From June 2018 to December 2018,the proportion of inter-clinic settlement increased from 3.46% to 55.83%,and the difference was statistically significant(P<0.01).The queuing time of manual charging window is shortened from 9.0 minutes at the beginning to 3.2 minutes at the fastest.Patients’ satisfaction with outpatient procedures increased from 86.4 to 91.1.Conclusion:Continuous improvement of service process can significantly improve the efficiency of hospital outpatient service and effectively improve patients’ satisfaction with the outpatient process.更多还原