Objective To explore the application of constraint theory in reengineering hospital outpatient processes.Methods 6826 outpatients from January 2022 to December 2023 were retrospectively analysed.3410 patients in 2022 were used as control group for conventional management and 3416 patients in 2023 were used as observation group for business process reengineering management based on constraint theory.Medical quality(physician work efficiency,clinic utilisation rate)was compared between the two groups.The Positive and Negative Affect Scale(PANAS)was used to compare the emotional states of the two groups.Satisfaction(consultation process,medical service,waiting environment)was compared between the two groups.Results The indexes of medical quality and the proportion of satisfied patients in the observation group were significantly higher than those in the control group(p＜0.05).During the waiting period,PA was significantly higher in the observation group than in the control group.NA was significantly lower than that of the control group(p＜0.05).Conclusion The application of business process reengineering based on constraint theory is effective in hospital outpatient management,which can significantly improve the quality of outpatient medical treatment,keep the emotional state of patients stable while waiting for treatment,and improve the treatment experience.
关键词
医院门诊/业务流程/业务重组/约束理论
Key words
Hospital outpatient/Business process/Business reengineering/Constraint theory
维普
万方数据