通过自助出入院服务精细化管理改善患者就医体验

打开文本图片集

【摘 要】 随着线上支付的普及和自助设备的运用，自助缴费已成为门诊患者普遍使用的支付方式，但在出入院办理流程中并没有普及。某院针对出入院办理排队难题，建立了自助出入院服务系统，分步推进自助化建设，并引入精细化管理理念，将服务细化、量化、协同化，改善患者就医体验。

【关键词】 出入院；自助服务；精细化管理；患者体验；服务质量

中图分类号：R197.323        文献标识码：B

Improve the Medical Experience of Patient through Refined Management of Self-Service for Discharge and Admission/YAN Caixia， YANG Mingzhu， FENG Hao， et al.//Chinese Health Quality Management，2024，31（12）：72-75

Abstract With the popularity of online payment and the use of self-service equipment， self-service payment has become a common payment method in the outpatient clinic. But， it has not been popularized in the process of discharge and admission procedures. In order to effectively solve the problem of " long queue"， a hospital established a self-service discharge and admission service system， promoted the construction of self-service step by step， and introduced the concept of refined management by specifying， quantifying， and synergizing the services， enhancing the medical experience of patient.

Key words Discharge and Admission; Self-Service; Refined Management; Patient Experience; Service Quality

Firstauthor's address Shanghai First People 's Hospital， Shanghai， 200080， China

为了解决人民群众看病就医中的“急难愁盼”问题，近年来，国家卫生健康委联合国家中医药管理局相继印发了《公立医院高质量发展评价指标（试行）》《改善就医感受提升患者体验主题活动方案（2023-2025年）》等文件，高度重视患者体验改善工作，致力于增加人民群众就医获得感［1］。（剩余5477字）