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基于患者视角的门诊"多能岗"设置与实践

Xiaoyun Ye,Lili Zhang, Jian Ma,Xiaoyan Yang,Yongmei Yuan

Chinese Journal of Hospital Administration（2019）

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Abstract
简化门诊服务流程,提高服务效率,让患者在就诊过程中尽量少跑腿、少排队,可改善患者就医感受.作者介绍了医院通过门诊服务流程改进,设立门诊"多能岗"一站式综合服务中心,将门诊办公室服务窗口、医保办公室服务窗口、挂号收费窗口等部门集中整合,为患者提供一站式服务的管理实践.由此,优化了工作流程,为患者提供了舒适便捷的门诊综合性服务.
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Key words
Services administration,Outpatient management,Multifunctional post,One-stop service,Workflow optimization
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