摘要
目的:探讨如何有效地将价值医疗理念融入医院门诊服务,以提高门诊患者满意度和诊疗服务水平。方法:采用对医院门诊现场流程观察、电子信息系统数据提取、价值链分析和问卷调查研究,结合访谈定性研究方法,以确认医院门诊服务流程中的主要问题。在控制其他变量的前提下,实施电子信息技术升级、流程改造、增加门诊诊断室和医生出诊频次等改进措施,然后对比分析采用价值医疗理念实施优化门诊医疗服务流程改进前后的变化。结果:改进前,患者对该医院门诊服务的整体感受平均得分为91.75分,改进后为95.69分,增幅为3.94分(4.3%)。在“挂号、收费”“检查、检验指引”和“解读报告”环节,改进后的平均得分分别提高了17.72%、8.93%和13.53%。通过访谈,了解到医务人员普遍认为患者就诊时间不足是影响患者就诊体验的主要因素。通过现场跟踪患者就诊全流程和对获取的HIS系统数据分类分析,发现患者的平均等待时间缩短,每人平均等待时间减少了142.5分钟(61.35%),每人平均有效就诊时间增加了1分钟(4.26%)。结论:基于价值医疗导向的引入,以电子信息技术为支撑,通过采取优化挂号、收费、改善环境布局、优化标识指引,以及增设专科门诊和专科医生解读检查报告等措施,能显著减少门诊患者全流程就诊的等待时间,可提高患者诊疗可及性和改善就诊体验,并提高患者满意度和诊疗服务质量。
Objective To explore the effective integration of the concept of value medicine into hospital outpatient service, so as to improve the satisfaction of outpatient patients and the level of diagnosis and treatment service. Methods To identify the main problems in the outpatient service process, the field process observation, data extraction of electronic information system, value chain analysis and questionnaire survey were used, and combined with qualitative interview research methods. Under the premise of controlling other variables, the improvement measures such as electronic information technology upgrading, process improvement, increasing outpatient diagnosis rooms and doctors were implemented, then the changes before and after optimizing the outpatient medical service process were compared and analyzed. Results Before the improvement, the average score of patients' overall feeling about the outpatient service of the hospital was 91.75 points, while after the improvement, it was 95.69 points, with an increase of 3.94 points(4.3%). In the sections of "registration, charge", "inspection, inspection guidelines" and "interpretation report", the average score after improvement increased by 17.72%, 8.93% and 13.53%, respectively. Through the interview, it can be learned that medical staff generally believed that the lack of patients' visit time was the main factor affecting the patients' visit experience. On-site tracking of the whole process of patients' visit and obtaining data analysis of HIS system successfully shortened the average waiting time of patients, reducing the average time of each patient by 142.5 minutes(61.35%), and increasing the average time of effective visit by 1 minute(4.26%). Conclusion Based on the introduce of value-oriented medical research, supported by electronic information technology, the waiting time of outpatient patients throughout the whole process can be significantly reduced by optimizing registration and charge, improving environmental layout, optimizing labeling guidelines, and
作者
郎肖玲
何侃
李松阳
曾奕
陈颖姣
朱惠
郭朝容
李德华
杨兰
Lang Xiaoling(West China Second University Hospital,West China Women's and Children's Hospital,Key Laboratory of Birth and Related Diseases of Women and Children,Sichuan University,Chengdu,P.R.China)
出处
《中国卫生事业管理》
北大核心
2024年第6期632-635,685,共5页
Chinese Health Service Management
基金
四川省科技厅基金项目“破‘唯’背景下公立医院科技评价指标构建研究——以创新主体视角”(2023JDR0178)。
关键词
价值医疗理念
门诊服务质量
患者满意度
医疗流程优化
value medical concept
quality of outpatient service
patient satisfaction
medical process optimization
