公立医院高质量发展背景下非临床服务体系的构建与思考  

Establishment and reflection of non-clinical service system in the context of high-quality development of public hospitals

作　　者：赵丹[1] 廖伟锋[1] 彭玉华[1] 田丽 钟莉[1] 张怡[1] 吴碧红[1] ZHAO Dan;LIAO Weifeng;PENG Yuhua;TIAN Li;ZHONG Li;ZHANG Yi;WU Bihong(Xiangya Hospital,Central South University,Changsha 410008,China)

机构地区：[1]中南大学湘雅医院//中南大学医院管理研究所,湖南长沙410008

出　　处：《现代医院》2023年第5期657-659,663,共4页Modern Hospitals

基　　金：移动医疗教育部-中国移动联合实验室课题(718010004)。

摘　　要：随着国家医药卫生体制改革进入公立医院高质量发展新阶段,医院服务能力的提升是提高病友就医体验的重要抓手,其中构建医院“服务中心”,提供非医疗技术服务已成为拓展医院服务内涵的新发展路径,可有效补齐医院分散型服务的短板。中南大学湘雅医院积极响应国家相关政策,以大型三级综合医院病友服务管理模式和病友需求问题导向为切入点,整合高质量发展背景下病友服务发展要素,从“服务中心”的组织架构、运营管理、体系建设等方面进行探索与实践,将医院非医疗技术服务延伸为“非临床服务”,意指除医疗护理等临床诊疗服务之外患者在医院及院外所需的服务,服务贯穿“院前-院中-院后”全过程,提出“多元化、立体式、全流程”的非临床服务体系构建思路,对全面提高病友就医体验,提升医院管理效率和服务品质,促进医院高质量发展具有深远意义。With the national medical health system reform entering a new stage of public hospitals’high-quality development,the improvement of hospital service capacity is a vital step to raising the patient’s experience.Therefore,building a“service center”providing non-medical technical services has become a new development path to expanding the connotation of hospital services,which can effectively make up for the shortcomings of decentralized hospital services.Xiangya Hospital of Central South University actively responded to relevant national policies,focused the service management mode of patients in a large tertiary general hospital and the orientation of patients’needs,integrated the development elements of patients’service under the background of high-quality development,explored and practiced the organizational structure,operation management and system construction of the“service center”.The non-medical technical services of the hospital are extended to“non-clinical services”,which refers to all the services required by patients in and out of hospital except for clinical diagnosis and treatment services including medical nursing.The services run through the whole process of“pre-hospital,in-hospital and post-hospital”,and the system establishment theory of“diversified,multidimensional and full-process”is proposed with profound significance to comprehensively improve the patients’experience,elevate hospital management efficiency and service quality,and promote high-quality development of hospitals.

关 键 词：高质量发展 服务中心 非医疗技术服务 

分 类 号：R197.323[医药卫生—卫生事业管理]