目的：通过分析门诊流程与患者就诊时间的关系，将门诊流程再造，从而减少患者无效等待时间、提高医院工作效率。方法：对南京某三甲医院某一天门诊患者进行随机抽样调查，同时运用文献检索分析法和流程分析法进行分析。结果：有95．8％的患者以现金支付，62．5％的患者未咨询直接挂号，患者在挂号处的平均等待时间为6．96分钟，划价和交费次数多；医生问诊时间不超过15分钟；患者平均门诊总时间为88．13分钟；门诊过程较繁琐。结论：对门诊流程进行网络化再造和优化，可显著降低患者的无效等待时间，提高医疗服务效率，增加患者满意度。%Objective: This thesis aims at reducing patients'useless waiting time and improving medical service's efficiency by analyzing the relationship between the outpatient department process and patient's time spent in hospital and reengineering the outpatient department's process. Methods: The author investigated randomly patients in the outpatient department of a Nanjing-based tertiary hospital, and studied their behavior with the method of literature researches and business process analysis.Results:95.8% of the patients paid in cash;62.5% of the patients regis-tered without consulting;the average waiting time at registered office was 6.96 minutes;designated price and pay more often;fewer doctor visiting time, almost less than 15 minutes;the average total time for outpatient is 88.13 minutes;the process is cumbersome.Conclusion:The outpatient department's process should be reengineered, so that we can obviously improve both medical service's efficiency and patients'satisfaction.
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