hospital refined management operational quality refund process informatization
江苏省医院协会医院管理创新研究面上指导课题（JSYGY-3-2018-297）
目的：探讨运用精细化管理改善医院退费流程。方法：对江苏淮安市第一人民医院高压氧治疗退费流程进行改善优化，并追踪分析34例患者优化前后的退费步骤、往返次数、患者满意度。结果：高压氧治疗退费流程步骤、往返次数大大缩减（P < 0.05），患者对该退费流程满意度明显提升（P < 0.05）。结论：精细化管理在高压氧治疗退费流程管理中发挥了积极作用，提升了医院运营效率，提升了患者满意度。
Objective：To explore the application of refined management in hospital refund process. Methods：The refinancing process of hyperbaric oxygen treatment in Huai’an First People’s Hospital was improved and optimized. The refinancing steps，number of trips and patients’ satisfaction of 34 patients before and after optimization were tracked and analyzed. Results：The procedures were greatly reduced （P < 0.05），and the patients’satisfaction with the refund process was significantly improved （P < 0.05）. Conclusions：Refined management based on operational quality management plays a very positive role in the process management of refund for hyperbaric oxygen therapy，which effectively improves the efficiency of hospital operation and patients’ satisfaction.