运用精益管理推行“一站式全程辅助医疗服务模式”

摘要

With the healthcare reform going to deep water period in China,the outpatient care mode promotion is the key solution on smoothing inaccessible and unaffordable of getting healthcare.Based on the lean management theory,we have compared the care mode between Chinese and foreign outpatient clinics,and deeply discussed the sticking points of that at present in China from the patients' views.Taking advantage of both software and hardware merits,Peking University International Hospital has proposed and established the "One-stop Whole Process Support Medical Service Mode",following the patient-oriented service concept,the service pattern of outpatient clinic have been rebuilt through curriculum integration,information-based process reconstruction and faculty assistant support,thus offering the patient much more convenient and comprehensive clinic cares of high quality,improving the patients' visiting experiences,reducing waiting time and enhancing satisfaction.%随着国内医药卫生体制改革进入深水区,门诊医疗服务模式的改进成为解决医院看病难题的关键.以精益管理理论为基础,通过对比国内外门诊服务模式,从患者角度出发,深刻探讨现阶段国内医院门诊的痛点问题.基于软硬件设施优势,北京大学国际医院提出并创建了“一站式全程辅助医疗服务模式”,即遵循以患者为中心的服务理念,通过学科整合、信息化流程再造以及人员辅助支持重塑门诊服务模式,为患者提供更加舒适便捷、优质全面的诊疗服务,从而减少等待时间、改善患者就医体验并提高满意度.