基于医院信息系统的患者服务功能优化研究  

Optimization of Patient Service Function Based on the Hospital Information System

作　　者：张梦娇 王增[1] 姚巡[1] 郑兵 郑涛 毕永东 李红霞 石锐[1] ZHANG Mengjiao;WANG Zeng;YAO Xun(West China Hospital,Sichuan University,Chengdu,Sichuan,610041,China;不详)

机构地区：[1]四川大学华西医院,四川成都610041 [2]国家卫生健康委医院管理研究所,北京100044

出　　处：《中国卫生质量管理》2024年第5期I0008-I0008,1-4,共5页Chinese Health Quality Management

基　　金：四川省科技厅重点研发项目——高原地区新冠肺炎发病机制探究与传染性疾病防治体系的构建研究(编号:2021YFS0368)。

摘　　要：目的以患者为中心,围绕“改善就医感受,提升患者体验”优化医院信息系统(HIS)中的患者服务流程,提升服务效能。方法围绕诊前、诊中、诊后3个环节进行应用优化、技术优化和管理优化,实现智能预问诊、自助预约、自助点餐、床旁结算、智能语音随访等功能优化。结果诊前服务方面,“挂错号”和“乱挂号”现象显著减少,改善了患者就医体验;诊中服务方面,自助检查预约人均节省40 min~50 min,自助点餐120余万次,床旁结算26479人次,提高了患者就医满意度;诊后服务方面,出院随访约67.4万人次,提升了患者康复质量。结论以患者为中心优化医院信息系统功能是提升患者就医获得感的重要举措,是推进医院信息化建设、促进公立医院高质量发展的重要支撑。Objective To optimize the hospital information system(HIS),optimize patient service process and improve service efficiency around the core task of"improving the medical experience and enhancing the patient experience".Methods Application optimization,technology optimization and management optimization were carried out around the three links of pre-consultation,mid-consultation and post-consultation,and intelligent pre-consultation system,self-service reservation platform,self-service ordering system,bedside settlement system and intelligent voice follow-up system were built.Results In terms of pre-consultation service,the phenomenon of"wrong registration"or"casual registration"was significantly reduced,and the medical experience of patients was improved.In terms of mid-consultation service,self-service examination appointments saved 40 to 50 minutes per person,more than 1.2 million self-service orders,and 26479 bedside settlements,improving patients'medical satisfaction.In terms of post-consultation service,674000 follow-up visits were carried out after discharge,improving the quality of patients'rehabilitation.Conclusion Patient-centered optimization of medical information system is an important measure to improve patients'sense of access to medical treatment,and is an important support to promote the informatization construction of hospitals and promote the high-quality development of public hospitals.

关 键 词：医院信息系统 患者服务 就医获得感 高质量发展 质量与信息化 

分 类 号：R197.3[医药卫生—卫生事业管理]