摘要
门诊是医院服务患者的主要场所,各类工作流程错综复杂,部门交叉非常普遍。在门诊量逐日递增的今天,各大医院采取智慧门诊提高医疗服务效率,然而患者的就医体验、员工的工作状态并未得到保证。某院采用走动式管理,成立门诊四级走动式管理团队,通过现场管理、细节管理、互动管理、追踪改善管理、情感管理和人力资源管理,全面全程全覆盖,变被动型管理为主动型和开拓型管理,营造管理者、患者和基层员工三者之间的和谐非正式交流沟通气氛,最终促进智慧门诊服务质量的整改与提高。
Outpatient clinics are the main places for hospitals to serve patients,where various work processes are intricate and cross-section is very common.With the increasing amount of outpatient visits,major hospitals adopt intelligent outpatient clinics to improve the efficiency of medical services.However,the experience of patients and the working status of employees are not guaranteed.Our hospital has adopted the concept of management by wandering around(MBWA) and set up four-level MBWA team in outpatient clinics.Through on-site management, detail management,interactive management,tracking improvement management,emotional management and human resources management,the outpatient clinics management has fully covered the whole process,transformed from passive management to active and pioneering management,and a harmonious and informal communication atmosphere among managers,patients and grass-roots employees is created,thus promoting the reform and improvement of the quality of intelligent outpatient service.
作者
郝建玲
杨骅
陈珏
张银娟
路小娟
HAO Jianling;YANG Hua;CHEN Jue;ZHANG Yinjuan;LU Xiaojuan(Outpatient Department,Changhai Hospital,Naval Medical University,Shanghai 200433)
出处
《解放军医院管理杂志》
2019年第5期473-475,共3页
Hospital Administration Journal of Chinese People's Liberation Army
关键词
走动管理
智慧门诊
门诊管理
应用
mobile management
intelligent outpatient service
outpatient service management
application
