门诊是医院面向社会的窗口,是医院接触患者时间最早、患者集中且流量最大的部门。门诊流程直接关系着门诊工作的质量和效率,对医院的形象和效益也有着直接的影响。因此,对医院门诊服务流程优化有着重要的意义。1流程瓶颈及问题分析1.1流程瓶颈目前医院的门诊流程是多年沿袭下来 Outpatient is a hospital-oriented social window, the hospital is the first contact with patients, the patient concentration and the largest flow of departments. The outpatient process is directly related to the quality and efficiency of outpatient work and has a direct impact on the image and benefits of the hospital. Therefore, the hospital outpatient service process optimization is of great significance. 1 Process bottlenecks and problem analysis 1.1 Process bottlenecks The hospital outpatient flow is inherited for many years