基于战略地图制定互联网医院在线问诊绩效管理方案  

Developing an Internet Hospital Online Consultation Performance Management Plan Based on the Strategic Map

作　　者：石昌荆[1] 王昕云[1] 蒋敦科[2] 梁露颖[1] 刘国源 王冶 SHI Changjing;WANG Xinyun;JIANG Dunke;LIANG Luying;LIU Guoyuan;WANG Ye(Internet Hospital Operation Department,the First Affiliated Hospital of Guangxi Medical University,Nanning,Guangxi Zhuang Autonomous Region,530021 China;Hospital Quality Management Office,the First Affiliated Hospital of Guangxi Medical University,Nanning,Guangxi Zhuang Autonomous Region,530021 China;Information Center,the First Affiliated Hospital of Guangxi Medical University,Nanning,Guangxi Zhuang Autonomous Region,530021 China)

机构地区：[1]广西医科大学第一附属医院互联网医院运营部,广西南宁530021 [2]广西医科大学第一附属医院医院质量管理办公室,广西南宁530021 [3]广西医科大学第一附属医院信息中心,广西南宁530021

出　　处：《中国卫生产业》2023年第16期140-145,共6页China Health Industry

摘　　要：目的线上线下融合是互联网医院运营的重点方向,如何科学制订绩效管理方案提升医联网医院整体运营效率是公立医院面临的主要挑战。方法收集2022年1—12月广西医科大学互联网医院平台数据,包括互联网医院线上总咨询量,总回复数、线上转化率和线下转化率等,并基于考核目标重新构建绩效考核方案,统计医务人员绩效指标。结果本院2022年线上总咨询量为296414人次,总回复数为246800人次。线上总问诊人次47416人次,线上问诊接诊40052人次。线上回复订单数排名前5的科室分别是妇科门诊、儿科门诊、消化内科门诊、内分泌科门诊、产科门诊;慢性病开方总数为91人次,已审核通过处方84人次。患者平均候诊时长约10 h。绩效考核年度最佳服务医生平均每月线下转诊率波动在31.70%~71.76%,平均咨询接诊率为87.08%~99.27%。结论实施绩效管理后部分科室医生积极性有所提高,线下转化率有所提升,但线上转换仍有不足,未来应考虑线上处方纳入绩效管理方案。Objective Online and offline integration is the key direction of Internet hospital operations.How to scientifically formulate performance management plans to improve the overall operational efficiency of medical network hospitals is the main challenge facing public hospitals.Methods Collect data of the Internet hospital platform of Guangxi Medical University from January to December 2022,including the total online consultation volume,total replies,online conversion rate and offline conversion rate of the Internet hospital,and reconstruct the performance assessment plan based on the assessment objectives,and make statistics on the performance indicators of medical personnel.Results The total number of online inquiries in 2022 was 296414,and the total number of replies was 246800.The total number of online consultations was 47416,and the number of online consultations was 40052.The top 5 departments with the number of online replies are gynecology outpatient department,pediatric outpatient department,gastroenterology outpatient department,endocrinology outpatient department and obstetrics outpatient department.The total number of prescriptions for chronic diseases is 91,and 84 prescriptions have been approved.The average waiting time is about 10 hours.The average monthly offline referral rate of the best service doctors in the performance assessment year fluctuated from 31.70%-71.76%,and the average consultation and reception rate was 87.08%-99.27%.Conclusion After the implementation of performance management,the enthusiasm of doctors in some departments has been improved,and the offline conversion rate has been improved,but there are still shortcomings in online conversion.In the future,online prescription should be considered as a performance management program.

关 键 词：互联网医院 战略地图 在线问诊 平衡计分卡 绩效管理 

分 类 号：R19[医药卫生—卫生事业管理]