大型公立医院全方位全周期患者服务体系建设探索  

Exploration of the Construction of a All-round Full-cycle Patient Service System in Large Public Hospitals

作　　者：崔楠 王琛[1] 陈祥华 李江峰[1] 房琳琳 单信芝[1] 赖露珠 蒋光峰[1] Cui Nan;Wang Chen;Chen Xianghua;Jiang Guangfeng(The Affiliated Hospital of Qingdao University,Qingdao,Shandong,266003,China;不详)

机构地区：[1]青岛大学附属医院,山东青岛266003

出　　处：《中国医院管理》2024年第5期1-4,共4页Chinese Hospital Management

基　　金：2022年中央财政支持公立医院改革与高质量发展示范项目。

摘　　要：当前,患者就医体验已成为衡量医疗服务质量水平的重要指标之一。在分析我国患者就医体验现状及存在问题的基础上,介绍了青岛大学附属医院坚持以患者为中心,聚焦非医疗技术类服务质量持续改进,以信息技术为依托,根据系统理论和基于服务流程优化,围绕1个中心、2大服务流程、9大支柱服务体系、5项保障基础,探索构建了全方位全周期患者服务体系,为改善患者就医体验提供了理论支持和实践参考。Currently,patient experience has become one of the important indicators for measuring the quality of medical services.On the basis of analysing the current situation of patients'experience of medical care in China and the existing problems.It introduces that the Affiliated Hospital of Qingdao University adheres to patient-centered approach,focuses on continuous improvement of non-medical technology service quality,relies on information technology,and based on system theory and service process optimization,explores the construction of a comprehensive and full cycle patient service system around one center,two service processes,nine pillar service systems,and five guarantee foundations.The exploration of the construction of an all-round full-cycle patient service system provides theoretical support and practical reference for improving the patient experience.

关 键 词：公立医院 全方位全周期患者服务体系 就医体验 

分 类 号：R197.323.2[医药卫生—卫生事业管理]