【作者】 魏晓雁；

【导师】 达庆利；

【作者基本信息】 东南大学 ， 管理科学与工程， 2005， 硕士

【摘要】 随着社会主义市场经济的不断发展,计划经济色彩很浓的医院正面临着越来越多的发展难题,如何“以病人为中心”,提高管理水平,增强竞争力,是医院管理者必须直面的问题。特别是县级医院,在政府投入不足,市场竞争激烈的环境下,如何通过业务流程再造改进管理和服务迫在眉睫。本文介绍了业务流程再造的概念和原则,业务流程再造的误区以及流程再造的工具、技术和方法;紧密联系经济全球化环境下,国有县级医院发展中面临的种种困境,首先介绍了A医院的行政机构设置和门诊及住院业务流程,指出了其当前管理和流程中存在的问题,提出了再造任务;接着根据多级广义模糊评价的原理,对A医院实施业务流程再造的内部条件(本文确定A医院的内部条件包括人的因素、环境因素和现有流程)进行了评价,分析了A医院进行再造的可行性;在此基础上,明确了医院管理人性化、标准化、效率化和制度化,把A医院建成当地及周边地区人们心中向往的品牌医院的再造目标,制定了再造的计划,通过对胆囊结石患者门诊和住院这一具体流程的分析,运用系统化再造法对其门诊和住院流程进行了再造,通过再造改进了服务,提高了工作效率,缩短了病人的等待时间;然后对再造后的流程,采用座谈会法对医务人员满意度进行调查评价,采用满意度调查表法对患者满意度进行了分析评价。文章的最后,根据业务流程再造的要求,探讨了兼顾医疗行业特色和流程需要,精简、适用和科学的医院组织再造方案,和体现人本思想与医院核心价值观的文化再造方案。更多还原

【Abstract】 Accompany with the development of socialist market economy, hospitals of planned economy characteristics are now facing more and more development problems. How to implement the thought of“regard patient as the centre”to improve the management level and to strengthen the competitiveness are the questions that the hospital managers must face straightly, especially the hospitals at county level. How to improve management and service under insufficient government input and survive the fierce market competition is extremely urgent.This dissertation first introduces the notion and basic principles of BPR, the misunderstandings of BPR, and some appliances, technologies and methods of BPR. Next based on analyzing the circumstances of hospital A itself, it applies some BPR appliances and technologies to analyze the feasibility of its BPR, and makes the humanization, standardization, efficiency, institutionalized and to be a brand hospital as the BPR goals. Then it formulates the BPR plans, and applies the systematized redesign method to reengineer ward and clinic management processes of hospital A. After that, it evaluates the staff satisfaction and patient satisfaction to show the effect of BPR of hospital A. Finally, it discusses how to reengineer the organization and religion of the hospital A with medical characters, and at the same time meets the process need.更多还原