应用智慧医疗提高患者就医体验-《中国卫生质量管理》

文章信息/Info

Author(s):: ZHANG Congcong; HUANG Liyan; MA Panpan; et al; Peking Union Medical College Hospital

Keywords:: Intelligent Health Care; Oriented One-Stop Inpatient Care Mode; Medical Experience; Quality of Service

摘要:: 目的分析“智慧医疗”在提高患者就诊体验和医疗服务质量方面的应用价值。方法利用虚拟入院系统、智能预约平台、床位统筹调配、医保实时结算、移动电子支付等手段，为患者提供入院登记、床位调配、检查检验、费用结算、出院随访等服务。结果推行“智慧医疗”服务模式后，在手术人次增长与手术难度提高情况下，2019年1月-6月患者平均住院时间、术前待床日分别缩短至8.10天及2.68天，平均治疗费用也有所降低；住院患者满意度提高至96.42%；形成了标准的服务流程与管理规范。结论“智慧医疗”有利于为患者提供高效、便捷、优质的服务，改善患者就诊体验，提高医疗服务质量。

Abstract:: ObjectiveTo analyze the application value of "intelligent health care" in improving patients' medical experience and medical service quality.MethodsVirtual hospital admission system, intelligent appointment platform, coordinated arrangement of beds, real-time settlement of medical insurance, mobile electronic payment and other means were used to provide services such as admission registration, bed allocation, examination and inspection, fee settlement and discharge follow-up for patients.ResultsAfter the implementation of the "intelligent health care" service mode,with the increase in the number of operations and the difficulty of operations,the average length of hospital stay and preoperative bed stay of patients decreased to 8.1 days and 2.7 days respectively from January to June 2019, and the average cost of treatment also decreased. The satisfaction of inpatients increased to 96.42%. The standard service flow and management specification was formulated.Conclusion The "intelligent health care" is beneficial to provide patients with efficient, convenient and high-quality service, improve their medical experience, and improve the quality of medical service.