基于接触点管理理论的住院患者全流程服务链构建与应用  

Building and application of the service chain for hospitalized patients based on the theory of Touch-point Management

作　　者：王娆 李娜 褚志平[1] WANG Rao;LI Na;CHU Zhi-ping(The Second Affiliated Hospital of Nanjing Medical University,Nanjing,Jiangsu 210000)

机构地区：[1]南京医科大学第二附属医院,江苏南京210000

出　　处：《赣南医学院学报》2024年第6期589-594,共6页JOURNAL OF GANNAN MEDICAL UNIVERSITY

摘　　要：目的:基于接触点管理理论,对住院患者就医过程关键环节的流程进行梳理与优化,构建并应用全流程服务链,以提高服务效率,改善患者体验,推动医院高质量发展。方法:将接触点管理理论运用到医院管理中,从住院患者就医的关键接触点出发,梳理现有入院办理、住院服务、后勤保障、出院结算、院后延续性照护中存在的流程问题,联合各职能部门,进行资源整合与流程再造,打通服务环节壁垒,形成全流程服务链。同时,借助5G智慧医院云平台串联各服务模块,实现床边一站式链条服务,并对服务质量及患者体验进行监管与评价。结果:患者出入院办理时长、外出检查等待时间、住院部电梯日均运载时长均较改善前同期有所降低。床边服务完成率、延伸服务量、综合满意度均较改善前同期有所提升。结论:基于接触点管理理论构建并应用的全流程服务链覆盖住院患者就医过程关键环节,通过跨部门协作、流程再造、规章制度规范、信息化支撑,能够实现闭环管理,便于质量控制,同时有效改善患者就医体验,为推动医院向人性化、科技化方向发展提供探索路径。Objective:Based on the theory of Touch-point Management,the process of key links in the treatment process of inpatients was sorted out and optimized,and the whole process service chain was constructed and applied,so as to improve service efficiency,patient experience and promote the high-quality development of hospitals.Methods:The theory of Touch-point Management was applied to hospital management.Starting from the key touch-points of hospitalized patients,the existing process problems in admission management,hospitalization service,logistics support,discharge settlement,and continuity of post-hospital care were sorted out,and resources integration and process reengineering were carried out in conjunction with various functional departments to break through the barriers of service links and form the whole process service chain.At the same time,the 5G smart hospital cloud platform connects various service modules to achieve one-stop bedside chain service,and monitors and evaluates service quality and patient experience.Results:The time of admission and departure,the waiting time for check-up and the daily carrying time of the elevator in the inpatient department were reduced compared with the same period before the improvement.The completion rate of bedside services,the amount of extended services,and the comprehensive satisfaction were all improved compared with the same period before the improvement.Conclusion:The whole-process service chain constructed and applied based on the theory of Touch-point Management covers the key links of the inpatient medical treatment process.Through cross-departmental collaboration,process re-engineering,regulations and information support,closed-loop management can be realized to facilitate quality control,and patients'medical experience can be effectively improved,providing an exploration path for promoting the humanized and scientific development of hospitals.

关 键 词：接触点管理 住院患者 全流程 服务链 

分 类 号：R197.323[医药卫生—卫生事业管理]