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MBA硕士毕业论文_医院管理流程优化研究PDF

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I 摘要 随着我国经济的飞速增长,医疗卫生体制也在不断的发展,公立医院面临着医疗 设施、医疗技术提升、医疗管理模式升级等方面的挑战,在竞争中求生存、促发展是 每个医院都面临的重大难题。这种环境下,迫使医院必须提供更加优质、便捷的医疗 服务,重视管理的规范化、科学化,形成适合医院独特的核心竞争力。医院管理流程 的优化,是探索从“以业务为中心”的传统管理模式向“以患者为中心”的新型服务 模式转变的重要途径,也是医院提升医疗、管理和服务质量的科学方法和有效手段。 本文以A医院为研究对象,运用调查问卷分析方法,对门诊流程、住院流程、 药房流程以及行政流程进行了系统调查,剖析了A医院管理流程中存在的主要问题。 在此基础上,运用流程优化理论,以提高患者和医生满意度为目标,从门诊流程优化、 住院流程优化、药房流程优化以及行政流程优化四个方面,提出了A医院管理流程 优化对策,为全院科学管理和提高工作效率提供了理论支撑,也可作为同类型、同规 模医院流程优化的重要参考。 关键词:医院管理流程流程优化满意度调查 摘要 II Abstract WiththerapidgrowthofChina'seconomy,themedicalandhealthsystemisalsoin constantdevelopment.Publichospitalsarefacingthechallengesofmedicalfacilities, medicaltechnologyupgrading,medicalmanagementmodeupgradingandsoon.To surviveandpromotedevelopmentinthecompetitionisamajorproblemforeveryhospital. Inthisenvironment,hospitalsmustprovidemorehigh-qualityandconvenientmedical servicesandpayattentiontomanagementInordertoexploreanewservicemodefrom "businesscentered"traditionalmanagementmodeto"patient-centered",theoptimization ofhospitalmanagementprocessisapowerfulwaytoimprovethequalityofmedical treatment,managementandservice. Inthispaper,ahospitalastheresearchobject,basedonthequestionnairesurvey,on thebasisoftheanalysisofpatientanddoctorsatisfaction,tostudytheoptimizationofits managementprocess.Firstofall,onthebasisofsummarizingtheresearchstatusof scholarsathomeandabroad,therelatedconceptsandtheoriesaresummarized.Secondly, onthebasisofabriefintroductionofhospitala,thispaperanalyzesthecurrentsituationof hospitalamanagementprocessfromoutpatientandinpatient,anddesignsaquestionnaire toinvestigatethesatisfactionofhospitalamanagementprocess,andanalyzesthe satisfactionofpatientsanddoctors.Basedonthesatisfactionanalysis,thispaperanalyzes theproblemsexistinginthemanagementprocessofahospitalfromfouraspects: outpatientprocess,inpatientprocess,pharmacyprocessandadministrativeprocess.Finally, basedonthequestionnairesurveyandproblemanalysis,thispaperputsforwardthe OptimizationCountermeasuresofhospitalamanagementprocess,includingoutpatient processoptimization,inpatientprocessoptimization,pharmacyprocessoptimizationand administrativeprocessoptimization. Keywords:HospitalmanagementprocessProcessoptimizationSatisfactionsurvey 摘要 III 目录 摘要....................................................................................................................................I Abstract................................................................................................................................II 第1章绪论......................................................................................................................1 1.1研究背景..................................................................................................................1 1.2研究意义..................................................................................................................2 1.3国内外文献综述......................................................................................................2 1.3.1国外研究现状.................................................................................................2 1.3.2国内研究现状.................................................................................................4 1.4研究内容与方法.......................................................................................................6 1.4.1研究内容.........................................................................................................6 1.4.2研究方法.........................................................................................................7 第2章相关概念及理论概述............................................................................................................8 2.1业务流程优化...........................................................................................................8 2.2医院管理理论...........................................................................................................8 2.3顾客满意理论...........................................................................................................9 2.4患者满意度的分析方法.........................................................................................10 2.4.1患者满意度构成...........................................................................................10 2.4.2患者满意度与业务流程的关系...................................................................11 第3章A医院流程管理现状调查..................................................................................................13 3.1A医院基本情况.............................................................................................................13 3.2A医院管理流程现状.............................................................................................14 3.2.1门诊流程.......................................................................................................14 3.2.2住院流程.......................................................................................................15 3.2.3药房流程.......................................................................................................16 3.2.4行政流程.......................................................................................................17 3.3A医院管理流程满意度调查.................................................................................17 3.3.1问卷设计及发放情况...................................................................................17 3.3.2患者满意度...................................................................................................18 3.3.3医生满意度...................................................................................................20 第4章A医院管理流程问题分析..................................................................................................22 摘要 IV 4.1门诊流程问题........................................................................................................22 4.2住院流程问题........................................................................................................23 4.3药房流程问题........................................................................................................23 4.4行政流程问题........................................................................................................26 第5章A医院管理流程优化对策..................................................................................................27 5.1门诊流程优化.........................................................................................................27 5.1.1建立患者接待中心.......................................................................................27 5.1.2运营客户关系管理.......................................................................................28 5.1.3改善门诊各科室布局...................................................................................28 5.2住院流程优化........................................................................................................29 5.2.1加强电子病历与信息系统的衔接...............................................................29 5.2.2缩短手术患者等候时间...............................................................................30 5.3药房流程优化........................................................................................................31 5.3.1按药品紧急程度进行分类...........................................................................32 5.3.2建立中心药房统一管理制度...................................