某三甲医院持续提升门诊医疗服务质量和水平的方法与实践  

The method and practice of continuously improving the quality and level of outpatient medical service in a GradeⅢhospital

作　　者：刘盈[2] 牛宇 郝徐杰[1] LIU Ying;NIU Yu;HAO Xujie(Peking University People’s Hospital,Beijing,100044,PRC)

机构地区：[1]北京大学人民医院,北京市100044 [2]北京大学人民医院门诊部,北京市100044

出　　处：《中国医院》2022年第5期77-79,共3页Chinese Hospitals

摘　　要：某医院依据第三方医患体验测评数据,有针对性地实施多项举措。包括全面实行多渠道预约诊疗服务;建立门诊“一站式”综合服务中心;建立“诊后管理”平台,推行易复诊、处方外延;构建门诊多媒体导诊导医体系;健全以《门诊工作月报》为核心的门诊管理体系;依托信息系统实现门诊医疗、运行实时监控和决策;创建老年友善医院;建立导诊导医人员培训体系;发挥社工志愿者的力量,有效提升门诊服务等。真正做到以患者为中心,针对问题“有的放矢”,不断提升门诊医疗服务水平。The hospital relies on third-party doctor-patient experience evaluation data,and carried out a number of targeted innovative measures.Including the full implementation of multi-channel appointment diagnosis and treatment services;the establishment of outpatient‘one-stop‘integrated service center;Establishing a"post-diagnosis management"platform to promote easy follow-up and prescription extension;construct of a multimedia outpatient guidance system;Improving the outpatient service management system with"as the core;Relying on information system to realize outpatient medical treatment,real-time monitoring and decision-making of operation;Establish a friendly hospital for the elderly;Establish a training system for guiding medical staff;Give full play to the strength of social workers and volunteers,and effectively improve outpatient services,etc.It is truly patient-centered,and the problem is“targeted”to continuously improve the level of outpatient medical services.

关 键 词：患者体验 医疗服务 精细化管理 门诊管理 

分 类 号：R197[医药卫生—卫生事业管理]