To improve patients feeling also see non-medical services

The 2015-12-22

Source: | health

- our reporter Wang Xiao rain YanQiuYu correspondent zhou ling Li Yangfen -

With the aid of Internet tools and thinking, xiangya hospital to explore the implementation of the whole course of service management mode, optimize the experience to the patient, at the same time, by providing psychological counseling, life support and other services, synchronize the medical efficiency and patient satisfaction.

"Pre-hospital accelerate appointments, saving time; the courts will record all the condition, accelerate the referral, giving patients psychological care, attaches great importance to the clinic feeling; courtyard, health management, remote follow-up after providing complete continuity of service. We use Internet tools and thinking, focus on optimization of patients in pre-hospital, the courts, the court after the entire clinic experience." On December 19, in the central south university xiangya hospital patient friendly degree evaluation system for project launch, the hospital director Sun Hong share the hospital with the aid of information technology means, to explore the whole course of service management experience, and said to the doctor-patient friendly degree evaluation system combined with hospital the medical service system, further improve the patients go to a doctor.

S not exceed 3 days such as beds, multi-channel accelerate the appointment

The chenzhou city of hunan province yongxing county sun aunt, a 78 - year - old, cataracts has more than 20 years, recently this period of time to see more and more blurred. She came to the xiangya hospital, eye xiao-bo immediately issued the certificate and go to the hospital, director of the pre-hospital preparation service center. Under the center coordinate, is less than 3 days, has been admitted to the ward him aunt went smoothly. Sakamoto said: "aunt like sun this kind of situation, in the past to hospital I'm afraid to wait for 7 ~ 10 days."

"Our job is to help patients with clinical departments arrange efficient, convenient to the hospital." In charge of pre-hospital preparation BiDanDong introduction, deputy director of the service center of patients in the center of the current xiangya hospital has 3500 beds, 2014 hospitalized patients number close to 110000 people. In order to speed up the bed turnover, let patients more timely hospitalization, hospital in January 2015 to enable pre-hospital preparation service center, gradually carried out in partial common sickbed pre-hospital centralized reservation. "In the past, the paper drawn patients must take the doctor in the hospital notice, to go to the nurse station booking in hospital. Now, when the doctor diagnosed patients need to be hospitalized, will put the patient information input of independent research and development of hospital beds reservation registration system. Pre-hospital preparation centre staff can according to the arrangement of information coordination, beds. At the same time, the staff will make a phone call to ask for details of the patient history and the status quo, to guide the patients in hospital before do related inspection. These measures can improve the hospitals' effective 'hospitalization rates, speeding up the bed turnover." As of November 2015, 55 attended the floor room, pre-hospital preparation center has over 30, these patients can 79.5% within three days of hospitalization.

"Not just in the hospital, in order to can be more save time before the patients admitted to hospital, the hospital using a variety of information technology to promote medical service booking." Xiangya hospital guang-hua lei, vice President of the introduction, the patients through the phone App "palm]", the official WeChat, QQ customer service and other new media service platform, can make an appointment for medical services. In the year to November, independent research and development of the hospital "palm xiangya" downloads has more than 160000 times. Hospital patients with considering most of the rural areas are more used to use the phone, set up the current domestic hospital 24 hours of the largest call center, provide booking, consulting and other services. 133 the self-service machine at the same time, in the hospital, patients can use IC card self-help booking outpatient number source, inspection and hospital beds. This a series of measures, let the hospital appointment register rate rose from 4.1% in 2010 to 72.8% in November, 2015, visits to break a promise rate has dropped by 38% in 2010 to 8.8% in 2015.

S development cloud platform, and explore the whole course of service management

"We want to provide link pre-hospital, the courts, the court after the sustainability of the health care, build complete health electronic archives, the forming course of the closed loop management pattern." Xiangya hospital patients service center director yuen Ye Jieshao to hospitalized patients as an example, the whole course of service includes pre-hospital preparation, evaluation, hospital management, hospital preparation, two-way referral, courtyard after the follow-up, has specialized in every link of case management division continued to follow up, provide patients with hospital referral guide, visit and health management services, to reduce the repetition in hospital patients, saving medical expenses.

In June this year, the hospital started the whole course of service management cloud platform, design the case management, two-way referral, follow-up, since that occupy the home guard, remote health management, etc. Yuan ye simple describes the working process of the cloud: when patients after admission, ward medical team will be comprehensively evaluate patients condition, provide all-the-way tracking service, to enter detailed information real-time cloud platform corresponding to the system. If need a referral, the doctor prescribed discharge after the doctor's advice, the hospital staff can through the cloud the referral formalities for docking platform, and the doctor of the hospital can log on to a cloud platform in time to receive, view the referral of the patient's medical record and medical record associated with referral.

"Cloud platform can share patient information, to speed up the referral efficiency, shortening the time of the differential diagnosis, but also connected medical institutions at all levels, build complete electronic health records for patients." Yuen Ye Jieshao, currently the platform has four pilot in xiangya hospital departments complete test, in the case of process in xiangya hospital as the center, connected by more than 100 referral hospital, and xiangya fraternity rehabilitation hospital and changsha three true rehabilitation hospital to carry out the referral process test.

In addition to the medical institutions, cloud platform health management institutions also through a third party. Patients with mobile App you can download the health management institutions, and signing health management service. Wang diabetes in hexi district in changsha city for 15 years, "the past a few bus every time I visit I want to change, take an hour to get to the hospital". Now that she was involved in a cloud platform remote health management services to run the test, the feeling is very convenient. "I can use the phone App manager or a doctor and my health communication, consultation, a remote health management equipment, my blood pressure, blood sugar, heart rate and other health parameters automatically uploaded to the cloud platform. Login manager or a doctor can use App cloud platform at any time check the related data, understand the condition of my health. Once observed condition changes, they will contact me in time, know the situation and provide Suggestions; when necessary, can also help make an appointment, arrange hospital." Ms. Wang said.

S core ideas originated from the medical services

Information construction must have a top-level design, the whole course of service management mode of promoting intrinsic motivation is xiangya hospital attaches great importance to the medical service management concept. Medical service refers to the patients in the hospital to, in addition to the diagnosis, treatment, care and prevention, health care, rehabilitation of all the other services. Such as guidance, psychological counseling, life support, security, cultural entertainment, landscaping, etc. Sun Hong said: "our attention to the medical service, as medical technology and medical level, because this to improve the level of hospital management, patient satisfaction, especially improve doctor-patient friendliness is critical." Guang-hua lei, hospital patients service center is established, and formed in the center, clinic, medicine club xiaohong, evaluation and other functional departments work system, coordinating multi-sectoral force optimization of the whole course of the disease in patients with service quality, to establish hospital medical service system.

"Not only optimize the medical service and improve patient satisfaction, the service process optimization and reengineering, to increase efficiency, improve medical quality and reduce medical errors are helpful." National health and family planning commission health development research center, deputy researcher, friendly doctor-patient degree index system of project group members Gu Xue not, "said Dr Xiangya hospital in the whole course of service discovery, expanding in the service to the hospital before and after school, covers the treatment, slow disease management and rehabilitation of comprehensive service content, embodies the idea of taking patients as the center. He suggested that a hospital doctor's advice, the future to further explore the Internet such as online electronic prescription, combination of online and offline services, etc.

"Medical service emphasize more comprehensive doctor-patient interaction. The exploration of xiangya hospital and patient friendly degree program optimization of the core idea of doctor-patient interaction." Tsinghua university institute of health communication, friendly doctor-patient degree evaluation system of the deputy director of the project group members Su Jing points out, from the macro perspective of health reform, borrows the xiangya hospital informationization means and other medical institutions to establish relations of cooperation, provide patients with the whole course of service, promote the two-way referral, power reform forward. , Gu Xue not also suggested that the establishment of the integrated medical service system, in addition to the big hospital, grassroots medical and health institutions, and public health institutions to strengthen technical cooperation, also need medical insurance payment system change, need to reconstruct benefit distribution mechanism.

Link: doctor-patient friendly degree evaluation system of projects, in June 2014 by the newspaper united Chinese association of health promotion and education, health, communication research institute, tsinghua university health put forward together, invited well-known hospitals, government agencies, trade associations, senior experts, media, patient representatives to participate in the research and development. Advocacy with the tools of thinking and the Internet medical and health institutions, through the information means to optimize the existing medical process, clear doctor-patient communication, improved medical experience, real formation process taking patients as the center of the hospital, help patients in pre-hospital, hospital, school outside can have a clear cognition to oneself health, and implementation of self management, improve the quality of soft power and the service of the hospital.