某互联网医院质量管理体系建设实践  

Practice of quality management system construction in a certain Internet hospital

作　　者：姚刚[1] 胡筱涵 葛帅 李刚[1] Yao Gang;Hu Xiaohan;Ge Shuai;Li Gang(Outpatient Department Office/Internet Hospital Management Office,Tongji Hospital,Tongji Medical College,Huazhong University of Science and Technology,Wuhan 430030,China)

机构地区：[1]华中科技大学同济医学院附属同济医院门诊部办公室/互联网医院管理办公室,武汉430030

出　　处：《中华医院管理杂志》2023年第12期902-905,共4页Chinese Journal of Hospital Administration

基　　金：同济医院院基金项目(2022A08)。

摘　　要：互联网医院逐步成为我国医疗服务体系的重要组成部分,但其在质量与安全等方面的问题逐渐凸显。华中科技大学同济医学院附属同济医院互联网医院基于对前期存在问题的分析,应用全面质量管理理念,从互联网医院的诊疗特点出发,构建了互联网医院质量管理体系并自2022年1月开始实施。该质量管理体系包括互联网医院质量管理保障体系、线上线下一体化质控体系和互联网诊疗特色质控体系3个维度,从完善互联网医院质量管理的组织保障、制度保障和人员监管等基础保障环节建立管理保障体系,从基础质控、环节质控和终末质控3个方面建立线上线下一体化的质控体系,以及根据互联网医院的诊疗特色分别建立患者端、医生端和信息安全方面的质控体系。推行此质量管理体系后,2022年该院的接诊量为2155226人次,较2021年增加115%,医生对图文咨询的24 h内回复率由2021年的78.53%提升至2022年的91.10%,复诊患者通过互联网医院开立检查检验单的比例由2021年的80.51%提升到2022年的82.64%。可为我国互联网医院质量管理建设提供参考。Internet hospitals have grown into an important part in China's medical service system,but their problems in quality and safety have been gradually exposed as well.Based on the analysis of existing problems and the concept of total quality management,the Internet Hospital of Tongji hospital of Tongji Medical College Affiliated to Huazhong University of Science and Technology has constructed a quality management system for Internet hospitals based on the diagnosis and treatment characteristics of Internet hospitals since January 2022.This system covered such dimensions as Internet hospital quality management guarantee system,online and offline integrated quality control system,and Internet diagnosis and treatment characteristic quality control system.It featured a management guarantee system from such basic guarantee aspects as improving the organizational guarantee,institutional guarantee,and personnel supervision of Internet hospital quality management.It also established an integrated online and offline quality control system from three aspects:basic quality control,link quality control,and final quality control.And based on the diagnosis and treatment characteristics of Internet hospitals,it established quality control systems for patients,doctor,and information security respectively.After implementing this quality management system,the Internet hospital's patient visits in 2022 rose to 2155226 people,with an increase of 115% compared to 2021.The 24-hour response rate of doctors to graphic and textual consultations increased from 78.53% in 2021 to 91.10% in 2022.The proportion of follow-up patients who received examination and testing forms through Internet hospitals increased from 80.51% in 2021 to 82.64% in 2022.This practice could provide reference for the quality management construction of Internet hospitals in China.

关 键 词：远程医学 医院 公立 互联网医院 质量管理 管理体系 

分 类 号：R197.3[医药卫生—卫生事业管理]