摘要
介绍了该院服务流程再造的创新模式,即通过改造传统诊疗模式,并以推进预约诊疗服务工作为起点,创建了以人为本的信息化医疗服务流程再造模式,同时还建立了门诊预约率、实名制预约率、预存结算率、诊疗环节耗时、就诊体验满意度等一系列指标考核体系。其创新模式成功地实现了多途径门诊挂号预约、门诊实名制预约、多功能自助机服务、手机门诊服务、窗口无排队、诊间方便结算、出院方便结算等,有效地解决了公立医院"看病难"问题,提升了患者就诊体验满意度。该模式理念创新,强化和体现了医疗服务全程关怀,并以实现医院智慧医疗为目标,对公立医院从根本上改善医疗服务现状进行了积极探索。
In the paper, an innovative model of service process reengineering is introduced. A people-oriented informationbased medical service process reengineering model is created by transforming the traditional diagnosis and treatment mode and starting with the promotion of diagnosis and treatment appointment service. Meanwhile, an assessment system is established for a series of indices like outpatient appointment rate, real-name appointment rate, deposit settlement rate, time consumption of diagnosis and treatment link, satisfaction of medical treatment experience, and so on. This innovative model successfully realizes multi-channel outpatient registration and appointment, outpatient real-name appointment, multi-functional self-service machine, mobile outpatient service, no queuing in front of windows, and convenient settlement respectively during diagnosis and discharge handling, effectively resolves the 'difficulties of medical care' in public hospitals, and improves patients' satisfaction of medical treatment experience. This model puts forward innovative idea, intensifies and reflects the whole-process care of medical service, and makes positive exploration into the fundamental improvement of current medical service situation, with the goal of achieving smart medical treatment of hospital.
出处
《中国医疗管理科学》
2015年第4期23-27,共5页
Chinese Journal Of Medical Management Sciences
关键词
公立医院
医疗服务
信息化医疗服务流程
患者满意度
Public hospital
Medical service
Information-based medical service process
Patients' satisfaction
作者简介
陈肖鸣,Email：cxm@wzmc.edu.cn
