Objective: To focus on patients, improve the doctor seeing experience of patients, and recreate the doctor seeing process of outpatient. Methods: The present status of the doctor seeing process and problems of hospital card and silver medical card in use were analyzed. The citizen card was introduced. The existing system was integrated. The outpatient registration, queuing, doctor seeing, payment, reservation of examination, reservation of follow-up and various refunds were designed uniformly. The one-stop service process was realized. Results&Conclusion: Based on the one-stop service system process, a convenient, fast, high-quality, high-efficiency and low-consumption new outpatient service process will be built, so as to provide the high-quality service to the patients, improve the comprehensive level of the hospital, and help with the harmonious doctor-patient relationship and the development of civilized society.%目的:以病人为中心,改善患者就医体验,再造门诊就诊流程.方法:分析目前就诊流程现状与就诊卡、银医卡使用中存在的问题,引入市民卡,整合现有系统,将门诊挂号、排队、看诊、支付、预约检查、预约复诊、各类患者退费统一设计,实现诊间一站式服务流程.结果及结论:基于一站式服务系统流程,将构建方便、快捷、优质、高效、低耗的门诊新流程,为患者提供优质服务,全面提升医院综合水平,为和谐的医患关系和文明社会的发展全面助力.
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