Practice of multi-campus homogeneous management of outpatient services at a large public hospital
10.3760/cma.j.cn111325-20230525-00424
- VernacularTitle:某大型公立医院多院区门诊服务同质化管理实践
- Author:
Lili ZHANG
1
;
Xiaoyun YE
;
Weiya CHEN
;
Minglan ZHU
Author Information
1. 浙江大学医学院附属第二医院客户服务中心，杭州 310009
- Keywords:
Outpatient services;
Multi-campus hospital;
Homogeneous management;
Quality management;
Satisfaction
- From:
Chinese Journal of Hospital Administration
2023;39(11):816-820
- CountryChina
- Language:Chinese
-
Abstract:
The homogeneous management of outpatient services at public hospitals with multi-campus is the foundation for promoting high-quality development of hospitals. Since 2013, a large general hospital had implemented a practice of multi-campus homogeneous management of outpatient services based on the hospital′s integrated organizational structure and management system, addressing such issues as weak outpatient service capabilities in the early stages of new campus construction, lack of homogenization in management system implementation, and poor communication between cross hospital services and information. An integrated post management mode was established with multi-post service integration, cross-post personnel flow and unified job standard. An integrated outpatient quality management system was created by the strategy of " one standard" system management, " one platform" service handling, integrated quality monitoring and management, and multi-aspect service experience improvement. The integration of vertical management and flat management were promoted through the committee system, three-level management system, and functional groups. At the same time, this management practice actively leveraged the advantages of the hospital to innovate services, and promoted the interconnection of outpatient service information across hospital areas, to integrate outpatient service positions, work, services, and management across multi campuses. The satisfaction rate of outpatient patients, the pass rate of outpatient medical records, and the on-time visit rate of outpatient physicians had increased from 91.96分, 95.38%, and 91.62% in 2019 to 93.75分, 98.47%, and 93.68% in 2022, as well as the stopping rate of expert outpatient services had decreased from 5.26% to 1.86%. This practice of homogeneous management had achieved good results, so as to provide references for other hospitals to carry out homogeneous management of outpatient services in their campuses.
