应用智慧医疗提高患者就医体验  

Improvement of Patients'Experience by Intelligent Health Care

作　　者：张聪聪[1] 黄丽妍 马盼盼[1] 李悦媛 付晨薇[2] ZHANG Congcong;HUANG Liyan;MA Panpan(Peking Union Medical College Hospital, Beijing, 100730, China)

机构地区：[1]北京协和医院,北京100730 [2]北京协和医院国际医疗部,北京100730

出　　处：《中国卫生质量管理》2020年第6期88-90,共3页Chinese Health Quality Management

基　　金：清华大学-北京协和医院合作专项(2019ZLH206)。

摘　　要：目的分析“智慧医疗”在提高患者就诊体验和医疗服务质量方面的应用价值。方法利用虚拟入院系统、智能预约平台、床位统筹调配、医保实时结算、移动电子支付等手段,为患者提供入院登记、床位调配、检查检验、费用结算、出院随访等服务。结果推行“智慧医疗”服务模式后,在手术人次增长与手术难度提高情况下,2019年1月-6月患者平均住院时间、术前待床日分别缩短至8.10天及2.68天,平均治疗费用也有所降低;住院患者满意度提高至96.42%;形成了标准的服务流程与管理规范。结论“智慧医疗”有利于为患者提供高效、便捷、优质的服务,改善患者就诊体验,提高医疗服务质量。Objective To analyze the application value of"intelligent health care"in improving patients'medical experience and medical service quality.Methods Virtual hospital admission system,intelligent appointment platform,coordinated arrangement of beds,real-time settlement of medical insurance,mobile electronic payment and other means were used to provide services such as admission registration,bed allocation,examination and inspection,fee settlement and discharge follow-up for patients.Results After the implementation of the"intelligent health care"service mode,with the increase in the number of operations and the difficulty of operations,the average length of hospital stay and preoperative bed stay of patients decreased to 8.1 days and 2.7 days respectively from January to June 2019,and the average cost of treatment also decreased.The satisfaction of inpatients increased to 96.42%.The standard service flow and management specification was formulated.Conclusion The"intelligent health care"is beneficial to provide patients with efficient,convenient and high-quality service,improve their medical experience,and improve the quality of medical service.

关 键 词：“智慧医疗” 一站式住院服务模式 就诊体验 服务质量 

分 类 号：R197.324[医药卫生—卫生事业管理]