杭州市智慧医疗门诊流程改造实践与分析
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摘要
目的介绍杭州市智慧医疗门诊流程改造重点,评价实施效果,为提高门诊服务质量提供参考。方法通过文献研究和咨询专家意见,构建了包含3个一级指标,9个二级指标,68个三级指标的评价指标体系,通过对市属10家医院门诊患者随机抽样进行问卷调查和从医院信息化系统调取数据,采用层析分析法判断体系各指标权重,采用方根法对所有指标数据标准化处理后进行分析。结果专科医院门诊流程现状(综合隶属度平均得分0.807 3)优于综合医院(综合隶属度平均得分0.765 5),流程运行软环境(0.964 7)、硬环境(0.827 2)、流程设计便捷性(0.907 1)、流程执行服务质量(0.902 5)等情况较优,流程设计的高效性(0.630 2)有待进一步提升。结论智慧医疗门诊流程效果体现在:门诊就医环境显著改善,服务便捷性提高,服务质量改善。但仍需在医院导航、预约叫号、医生工作效率等方面进一步改进。
Objective To introduce the process of wise medical outpatient process in Hangzhou,evaluate the implementation effect,and provide reference for improving the quality of outpatient service. Methods Through the literature review and consulting experts' opinions,a status evaluation index system for outpatient clinics with 3 first-level indicators,9 second-level indicators and 68 third-level indicators was constructed.The questionnaire survey was performed among outpatients randomly selected from 10 municipal hospitals.The index data was retrieved from hospital information system.The analytic hierarchy process method was used to judge the weight of each index of the system and the square root method was used to analyze all the indicators data after standardization. Results The status of outpatient procedures in specialist hospitals(average score of comprehensive membership was 0.807 3)was better than that of general hospitals(average score of comprehensive membership was 0.765 5),soft environment(0.964 7),hard environment(0.827 2),process design convenience(0.907 1),and the quality of process execution service(0.902 5)were superior.However,the efficiency of process design(0.630 2)needed to be further improved. Conclusion The effect of the wise medical outpatient process was reflected in:the outpatient medical treatment environment was significantly improved;the service convenience and the service quality were improved.However,it still needed to be further improved in terms of hospital navigation,appointment number,and doctor's work efficiency.
Objective To introduce the process of wise medical outpatient process in Hangzhou,evaluate the implementation effect,and provide reference for improving the quality of outpatient service. Methods Through the literature review and consulting experts' opinions,a status evaluation index system for outpatient clinics with 3 first-level indicators,9 second-level indicators and 68 third-level indicators was constructed.The questionnaire survey was performed among outpatients randomly selected from 10 municipal hospitals.The index data was retrieved from hospital information system.The analytic hierarchy process method was used to judge the weight of each index of the system and the square root method was used to analyze all the indicators data after standardization. Results The status of outpatient procedures in specialist hospitals(average score of comprehensive membership was 0.807 3)was better than that of general hospitals(average score of comprehensive membership was 0.765 5),soft environment(0.964 7),hard environment(0.827 2),process design convenience(0.907 1),and the quality of process execution service(0.902 5)were superior.However,the efficiency of process design(0.630 2)needed to be further improved. Conclusion The effect of the wise medical outpatient process was reflected in:the outpatient medical treatment environment was significantly improved;the service convenience and the service quality were improved.However,it still needed to be further improved in terms of hospital navigation,appointment number,and doctor's work efficiency.
引文
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[2]周莉,李从东,王广舜.CRM和门诊流程改善[J].工业工程,2005,8(5):84-88,95.
[3]文卫.我国大型公立医院门诊流程优化的现状及对策[J].分子影像学杂志,2015,38(4):431-432.
[4]曹晓均,杨秀峰,林旭.基于银行卡支付的医院门诊流程再造[J].现代医院,2010,10(11):143-144.
[5]董向文.引入“银医卡”改造医院门诊流程[J].吉林医学,2013,34(31):6651-6652.
[6]赵丽珍,王子姝,王晓波,等.银医卡自助预约就诊模式的建立与实践——大型综合性公立医院门诊预约服务新模式的探索[J].中国医院,2012,16(6):60-62.
[7]丁征宇,朱兆丰,沈伟,等.医疗自助终端设备在医院管理中的应用与展望[J].中国医疗设备,2014,29(5):77-79.
[8]吴万春.医疗自助服务系统的研究与实现[J].重庆医学,2014,43(31):4155-4156.
[9]冯一侃.医院门诊自助系统的对比研究[J].医院管理论坛,2016,33(9):58-61.
[10]曹晓均,方志华.移动智能医疗系统建设提升门诊服务质量[J].中国卫生质量管理,2017,24(6):11-13.