价值共创视角下公立医院复诊预就诊模式研究  

Follow-up and pre-visit model in public hospitals from the perspective of value co-creation

作　　者：杨小源 张艳南 刘娟 张宇 黄华[1] YANG Xiaoyuan;ZHANG Yannan;LIU Juan;ZHANG Yu;HUANG Hua(Panzhihua Central Hospital,Panzhihua 617000,China)

机构地区：[1]攀枝花市中心医院,四川攀枝花617000

出　　处：《现代医院》2025年第2期190-193,197,共5页Modern Hospitals

基　　金：攀枝花市科学技术局—2023年度市级指导性科技计划项目(2023ZD-S-54)。

摘　　要：目的通过探索建立复诊预就诊模式,推动公立医院形成流程更科学、模式更连续、服务更高效、环境更舒适、态度更体贴的中国式现代化医疗服务模式,改善患者就医感受,提升患者门诊复诊体验。方法在价值共创视角下,以医患双方为价值主体,引入自助检查预约平台、建立复诊预就诊流程、实现分时段预约诊疗,促进医疗资源均衡分配,建立健全公立医院复诊预就诊模式。结果P医院实践发现:复诊流程再造后,患者平均在院时间缩短近135 min,显著提高了就诊效率、医患双方的满意度和医疗服务的可及性。结论基于价值共创理论,P医院复诊预就诊模式分为医患双方价值定位、医患双方价值创造、医患双方价值持续3个阶段,使流程再造目标和价值共创的结果变量达成一致,可提高医疗服务质量,满足患者就医需求,促使医患双方实现价值共赢。Objective By exploring the establishment of a follow-up and pre-visit model,this study aims to facilitate the development of a modernized Chinese medical service model for public hospitals,characterized by optimized workflows,continuous care models,efficient services,comfortable environments,and patient-centered attitudes,thereby improving patient experience and enhancing the quality of outpatient follow-up visits.Methods Under the value co-creation framework,with both healthcare providers and patients as core value stakeholders,this program introduced a self-service examination appointment platform,established a follow-up and pre-visit process,and implemented time-slot-based appointments for diagnosis and treatment.These steps aim to promote the equitable allocation of medical resources and refine the follow-up and pre-visit model in public hospitals.Results Implementation at Hospital P demonstrated that after process reengineering,patients’average in-hospital time reduced by nearly 135 minutes,significantly enhancing treatment efficiency,satisfaction levels among both medical staff and patients,and accessibility of medical services.Conclusion Grounded in value co-creation theory,the follow-up and pre-visit model of Hospital P is divided into three stages:mutual value positioning of both doctors and patients,collaborative value creation,and sustained value continuation for both.This alignment between process reengineering goals and value co-creation outcomes helps improve the quality of medical services,better meet the medical needs of patients,and achieve a win-win scenario for both doctors and patients.

关 键 词：价值共创 复诊 预就诊模式 流程再造 公立医院 

分 类 号：R197.323.2[医药卫生—卫生事业管理]