摘要
目的医保患者是医院门诊服务的重要人群,通过医保患者门诊就医流程的改造创新,提高患者的就医满意度,解决现阶段无法线上使用医保挂号的难题。方法该院结合目前门诊情况,优化医保患者门诊就医流程,在所在区域内率先推出自助机医保兑付功能,探索解决患者无法使用医保线上挂号预约、需要到人工窗口统筹报销的方法与途径。结果医保患者门诊就医流程改造后,医保兑付使用人数和比例大幅上升,关于自助机医保类投诉问题有所下降,帮助患者节约了挂号医疗费用。结论医保患者门诊就医流程的优化,有效改善了门诊服务质量,提高了患者就医满意度,为线上使用医保挂号提供了一种可行的方法。
Objective Medical insurance patients are an important group of hospital outpatient service,through the transformation and innovation of the outpatient treatment process of medical insurance patients,the satisfaction of patients with medical treatment can be improved,and the problem that medical insurance registration cannot be used online at the present stage can be solved.Methods Our hospital optimizes the outpatient treatment process of medical insurance patients combined with the current outpatient situation,took the lead in launching the self-funded turned into medical insurance payment function on self-service machine in the city where the hospital is located,exploring ways to solve that patients can’t use medical insurance to online registration and appointment.And patients need to coordinate reimbursement at manual Windows offline.Results After the transformation of the outpatient treatment process of medical insurance patients,the complaints about self-service machine medical insurance problems decreased significantly,and the number of self-funded turned into medical insurance payment users increased significantly,helping all patients to save a large number of registered medical expenses.Conclusion Optimization of the outpatient treatment process of medical insurance patients has effectively improved the quality of outpatient service,improved patients'satisfaction with medical treatment,and provided a feasible way to solve the online use of medical insurance registration.
作者
肖连禹
叶微微
左锋
XIAO Lianyu;YE Weiwei;ZUO Feng(The First Affiliated Hospital of Army Military Medical University,Chongqing 40035,China)
出处
《中国卫生信息管理杂志》
2023年第4期598-604,共7页
Chinese Journal of Health Informatics and Management
基金
重庆市科技局“利用一体化医技自动分时预约服务体系合理优化公共医疗资源对策的研究”(项目编号:CSTB2022TFI-0IX0013)。
关键词
就医流程优化
医保移动支付
医保兑付
患者就医满意度
optimization of medical treatment process
medical insurance mobile payment
self-funded turned into medical insurance payment
patient satisfaction with medical treatment
