第三方医学检验实验室统一客户服务平台的设计与应用  

Design and application of unified customer service platform for independent clinical laboratory

作　　者：吴楠 平智广[1] WU Nan;PING Zhiguang(School of Public Health,Zhengzhou University,Zhengzhou 450001,Henan Province,China)

机构地区：[1]郑州大学公共卫生学院,郑州450001

出　　处：《中国数字医学》2024年第10期78-82,共5页China Digital Medicine

摘　　要：目的:提升第三方医学检验实验室(ICL)的服务能力和质量。方法:参考传统服务流程,梳理样本送检前、检测中、检测后全流程以及其他个性化需求,基于前后端分离模式构建ICL统一客户服务平台。结果:统一客户服务平台具备电子报告单、智慧报告解读、电子产品手册和学术圈等功能,已获得信息系统安全等级保护三级认证。平台于2022年4月上线,截至2024年3月,电子报告单共有医生用户84368位,覆盖13359家医院;智慧报告解读共22812位医生使用,单月最高查看次数达25461次。结论:ICL统一客户服务平台可以满足用户对便捷和精准性的需求,促进服务标准化与统一管理。Objective To enhance the service capacity and quality of independent clinical laboratories(ICL).Methods Based on traditional service processes,the entire workflow before,during,and after sample testing,as well as other personalized needs were reviewed.A unified customer service platform for ICL was constructed using a front-end and back-end separation model.Results The unified customer service platform includes features such as electronic report forms,smart report interpretation,electronic product manuals,and academic circles.It has received the Information Technology Security Level Protection Level 3 certification.The platform launched in April 2022,and as of March 2024,there were 84,368 physician users of the electronic report forms covering 13,359 hospitals,22,812 physicians used the smart report interpretation,with the highest monthly view count reaching 25,461 times.Conclusion The ICL unified customer service platform meets users'needs for convenience and accuracy,promoting service standardization and unified management.

关 键 词：第三方医学检验实验室 客户服务 数字化转型 

分 类 号：R197.3[医药卫生—卫生事业管理] R319[医药卫生—公共卫生与预防医学]