使用问题反馈二维码改进医疗服务效率的实践  

Use of a feedback QR code in improving the efficiency of medical services

作　　者：陈芸[1] 吴徐明 黄红玫 Chen Yun;Wu Xuming;Huang Hongmei(The Forth People’s Hospital of Nantong,Nantong 226005,Jiangsu Province,China)

机构地区：[1]南通市第四人民医院,江苏南通226005

出　　处：《中国医疗管理科学》2023年第2期91-94,共4页Chinese Journal Of Medical Management Sciences

摘　　要：目的以提升服务对象满意度为最终目标,进一步畅通问题反馈渠道,提高现场问题处置的效率,并通过问题收集查找服务流程中的短板与不足,以持续改进医疗服务质量与效率。方法通过在医院的出入口、门急诊和住院服务等区域的醒目位置公示问题反馈二维码,第一时间收集问题意见,专人跟进处理,实现三部曲流程,即一个码收集、一条线管理、一事一办结。同时,对收集的问题进行汇总、分析,提出整改建议,督促相关部门及时优化服务流程。结果问题反馈“码上说”自2021年7月启用以来,截至2022年10月,收到的问题建议86件全部办结,大大提升了问题解决的效率。2022年1月—10月与2021年同期相比,“当日结”在投诉总量中占比上升38.42%,服务质效的提升获得了服务对象的一致认可。结论通过打通快捷反映问题的渠道,及时收集问题、处理问题、提升服务质量,从而助力医疗服务的高质量、高效率发展,为服务对象提供更优质、更专业化的服务。Objective With improving the patient satisfaction as the ultimate goal,a feedback QR code named"Code Talks"was designed and used to create an effective feedback channel and increase the efficiency of on-site problem solving.It was expected that the feedback QR code would help to identify weakness and shortcomings in service processes and thus improve the quality and efficiency of medical services.Methods The feedback QR code was displayed at the entrances and exits,the outpatient and emergency departments,and the inpatient service areas of our hospital.Once a feedback was received via the QR code,a responsible person would follow up and deal with the issue,so as to ensure the continuity of the whole process.Furthermore,the collected problems were summarized and analyzed,and countermeasures and solutions were developed to urge the relevant departments to optimize their service processes in a timely manner.Results The"Code Talks"was put into operation in July 2021.As of October 2022,a total of 86 feedbacks were received and solved,which greatly improved the efficiency of problem solving.The proportion of issues addressed on the submission day increased by 38.42% during the period from January to October 2022 compared with the same period in 2021,and the improvements in service quality and efficiency were recognized by the patients.Conclusions The feedback QR code"Code Talks"allows the patients in our hospital to quickly and conveniently submit their problems.It helps the hospital to timely collect and deal with problems,thus promoting the high-quality and efficient development of medical services and providing better and more professional services to patients.

关 键 词：问题反馈 二维码 医疗服务 闭环管理 医院投诉 

分 类 号：R197.323[医药卫生—卫生事业管理]