上海交通大学学报（医学版）

›› 2011, Vol. 31 ›› Issue (6): 844-.doi: 10.3969/j.issn.1674-8115.2011.06.037

• 论著（卫生事业管理） • 上一篇    下一篇

三级甲等综合性医院产科服务流程的再造研究

江一峰, 丰有吉, 席晓薇, 钟力炜, 郑亚群, 王剑云, 许 翔, 陈敏生   

  1. 上海交通大学附属第一人民医院科教处, 上海 200080
  • 出版日期:2011-06-28 发布日期:2011-06-27
  • 通讯作者: 陈敏生, 电子信箱: chenminsheng@smhb.gov.cn。
  • 作者简介:江一峰(1980—), 男, 助理研究员, 硕士；电子信箱: jiangyf2010@sina.com。
  • 基金资助:

    上海市松江区“医学攀登计划”项目（2011PD17）

Research on obstetric service process reengineering in a tertiary general hospital

JIANG Yi-feng, FENG You-ji, XI Xiao-wei, ZHONG Li-wei, ZHENG Ya-qun, WANG Jian-yun, XU Xiang, CHEN Min-sheng   

  1. Department of Research &|Education, the First People's Hospital, Shanghai Jiaotong University, Shanghai 200080, China
  • Online:2011-06-28 Published:2011-06-27
  • Supported by:

    Medical Foundation from Songjiang District, Shanghai, 2011PD17

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摘要：

目的 调查和分析某三级甲等综合性医院产科服务流程的现状，并进行再造设计。方法 分析医院2009年6月—2010年5月产科门诊就医数据，并进行现场询问调查，分析产科服务流程存在的问题，进行产科服务流程再造设计。结果 产科门诊接诊人次分布不均，导致医护人员工作负荷不平衡以及医疗资源利用不合理。可通过解决产科复诊预约问题，改善产科门诊服务流程；并在此基础上建立以改进预约制度、完善应急预案、畅通绿色通道、优化床位配置为主要内容的产科服务流程再造设计。结论 产科门诊的初、复、急诊错位是流程的核心，而建立良好的预约制度和创造舒适的就诊环境是产科流程设计再造的基本方法。

关键词: 产科服务, 流程再造, 资源配置

Abstract:

Objective To investigate the flaws of obstetric service process, and reengineer the process in a tertiary general hospital. Methods The obstetric outpatient data of a tertiary general hospital from June 2009 to May 2010 were analysed, and spot investigations were conducted in the obstetric department. The flaws of obstetric service process were explored, and the obstetric service process was reengineered. Results The distribution disequilibrium in number of obstetric outpatient visit led to the unbalanced workload of medical staff and unreasonable use of medical resources. These problems could be resolved by improving the outpatient reservation system. In addition, obstetric service process could be reengineered by means of perfecting outpatient reservation, establishing emergency plans and optimizing sickbed allocation. Conclusion To stagger initial visits, subsequent visits and emergency are the kernels of obstetric service process. To set up effective reservation system and to build comfortable environment are the basic ways of obstetric process reengineering.

Key words: obstetric service, process reengineering, resource allocation