某妇幼保健院预住院患者沟通价值链管理实践  

Practice of value chain management for pre-hospitalized patient communication in a maternal and child health hospital

作　　者：徐建平[1] 姜叶云 朱亚骏 钱兴华[2] 李晓赟 章敏[4] 顾水琴 Xu Jianping;Jiang Yeyun;Zhu Yajun;Qian Xinghua;Li Xiaoyun;Zhang Min;Gu Shuiqin(Admission Preparation Center,Jiaxing Maternal and Child Health Hospital,Jiaxing 314000,China;Outpatient Office,Jiaxing Maternal and Child Health Hospital,Jiaxing 314000,China;Medical Department,Jiaxing Maternal and Child Health Hospital,Jiaxing 314000,China;Nursing Department,Jiaxing Maternal and Child Health Hospital,Jiaxing 314000,China)

机构地区：[1]嘉兴市妇幼保健院入院准备中心,嘉兴314000 [2]嘉兴市妇幼保健院门诊办公室,嘉兴314000 [3]嘉兴市妇幼保健院医务科,嘉兴314000 [4]嘉兴市妇幼保健院护理部,嘉兴314000

出　　处：《中华医院管理杂志》2023年第11期846-850,共5页Chinese Journal of Hospital Administration

基　　金：嘉兴市科技局公益类项目(2021AD30064)。

摘　　要：优化预住院服务是医院改善患者就医体验的有力举措。2022年6月, 某妇幼保健院以患者需求为导向, 开展预住院患者沟通价值链管理实践, 采用Kano模型和价值链理论分析患者需求属性、明确预住院患者沟通价值链, 实施价值链增值活动, 包括开展GLTC医患沟通模式、优化入院准备中心信息化管理系统、建立入院准备群组管理平台和引入"浙里护理"平台, 以实现患者沟通关键价值链增值, 提高预住院服务质量, 改善患者就医体验。经过1年实践, 预住院患者管理指标中开住院证后未登记率、登记后取消住院率和平均住院日分别由2021年6月至2022年5月的9%、3%、4.65 d降至2022年6月至2023年5月的6%、1%和4.13 d, 院前检验检查及时完成率和院前患者平均满意度分别由93%和94%升至98%和97%。实践取得良好效果, 可为我国医疗机构提升预住院服务水平、改善患者就医感受提供参考。Optimizing pre-hospitalized services is a powerful measure for hospitals to improve patient experience.In June 2022,a certain maternal and child health hospital had carried out a value chain management for pre-hospitalized patient communication based on patient needs.The Kano model and value chain theory were used to analyze the patient demand attributes,clarify the value-added activities of pre-hospitalized patient communication value chain,and implement value-added activities,including carrying out the GLTC doctor-patient communication model,optimizing the information management system of the admission preparation center,establishing a hospital preparation group management platform,and introducing the"Zhejiang Nursing"platform,to achieve the added value of key value chains in patient communication,improve the quality of pre-hospitalized services,and improve patient experience.After one year of practice,the pre-hospitalized patient management indexes,including the unregistration rate after issuing the hospitalization certificate,the cancellation rate after registration,and the average length of stay had decreased from 9%,3%,and 4.65 days before practice(June 2021 to May 2022)to 6%,1%,and 4.13 days after practice(June 2022 to May 2023),respectively.As well as the timely completion rate of pre-hospital inspection and the average satisfaction rate of pre-hospitalized patients had increased from 93%and 94%to 98%and 97%,respectively.The practice had achieved good application effects,so as to provide references for improving the level of pre-hospitalized services and improving the patient experiences in medical institutions in our country.

关 键 词：价值链 患者沟通 预住院服务 医院 卡诺模型 GLTC医患沟通模式 信息化平台 

分 类 号：R197.5[医药卫生—卫生事业管理]