基于服务蓝图理论的移动O2O门诊医疗服务流程研究  

Research on Mobile O2O Outpatient Service Process Based on Service Blueprint Theory

作　　者：熊晶晶 黄云云 王维帅 张泽洪 XIONG Jing-jing;HUANG Yun-yun;WANG Wei-shuai(School of Public Health&Administration,Wenzhou Medical University,Wenzhou,325035,China;不详)

机构地区：[1]温州医科大学公共卫生与管理学院,浙江温州325035 [2]宁波大学医学院附属医院,浙江宁波315000

出　　处：《中国医院管理》2021年第2期65-69,共5页Chinese Hospital Management

基　　金：国家自然科学基金项目(71804133);温州医科大学科研发展基金项目(SKQDJ1704)。

摘　　要：移动互联网背景下,门诊服务流程既涵盖线上环节也涵盖线下环节,患者就诊过程既包括人际互动也包括人机互动,已有的医疗服务流程亟须适应新情况重新加以定义、梳理和改进。文章运用服务蓝图理论,以温州市某三甲医院为例,分析移动O2O门诊服务流程中的患者行为、前台行为、后台行为、支持过程和有形证据,提出加强网络预约平台的整体规划和宣传力度,推广智慧导诊与在线客服功能,促进智能服务对特殊群体的普惠性,持续提升线下员工的服务质量,打造高效率的医技流程,发挥医院信息系统对就诊效率的支持作用等建议,以期为医院在新流程下提高服务质量、提升患者体验提供参考。In the context of the mobile Internet,the outpatient service process has been divided into online and offline parts,and patients normally experience human-human interaction and human-computer interaction in the process of the visit.It is necessary to redefine,comb and improve the present healthcare process.Taking a tertiary hospital in Wenzhou as an example,the article used the service blueprint theory to analyze the mobile O2O outpatient service process,including patient actions,onstage contact actions,backstage contact actions,support process and physical evidence.The article provided some valuable suggestions,such as strengthening the overall planning and publicity of the online reservation platforms,adding the functions of smart guidance and online customer service,promoting the inclusiveness of smart services for special groups,continuing to improve the service quality of offline staff,creating more efficient medical technology processes,and playing the role of information systems in supporting hospital operation efficiency,in order to provide reference for the promotion of service quality,and the improvement of patient experience under the new process in the hospital.

关 键 词：门诊服务 服务蓝图 服务质量 自助服务技术 志愿者 

分 类 号：R197.323.1[医药卫生—卫生事业管理]