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《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:

第25卷

期数:

2018年06期

页码:

062-64

栏目:

服务质量

出版日期:

2018-11-28

文章信息/Info

作者:

刘涛 王琦 周来新 黄正英 张硕果 蒋巧敏 罗霞

陆军军医大学第二附属医院

关键词:

以患者为中心; 出院流程; 优化

Keywords:

Patient-Centered;  Discharge Process;  Optimization

DOI:

10.13912/j.cnki.chqm.2018.25.6.20

摘要:

出院流程繁琐复杂是患者满意度低的重要影响因素之一。一切以患者为中心，是医疗机构改善患者就医体验的有效途径。针对原出院流程复杂、医保审核方法陈旧、人力不足等问题，制定流程优化方案，包括简化环节、研发软件系统、改造收费平台、改进计退费流程等，使出院流程由12步简化为6步，显著提升了出院手续办理效率，节省了工作人员和患者时间，提高了患者满意度，是基于“以患者为中心”理念的一次有效尝试。

Abstract:

The complicated process of discharge is one of the important factors affecting the low patient satisfaction. The patient-centered measure was an effective way for medical institutions to improve their medical experience. In view of the complicated process of the original discharge, obsolete medical insurance review methods, and insufficient manpower, the process optimization plan was elaborated, including simplifying the link, developing the software system, reforming the toll platform, improving the billing and refunding fee process, so that the discharge process was simplified from 12 steps to 6 steps,which had significantly improved the efficiency of discharge procedures, saved staff and patient time, improved patient satisfaction. It was an effective attempt based on the “patient-centered” concept.

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更新日期/Last Update: 2018-11-28