Efforts should be made to solve the problem of "three long and one short" in outpatient clinicsDo a good job in the meticulous service in nursing workLaunched the online appointment function for medical record copyingOptimize the calling system in the medical process……In order to further optimize medical services and improve patients' medical experience, since the beginning of this year,Wuxi Xishan People's HospitalAdhere to the "patient-centered", around the whole process of medical treatment, constantly optimize the diagnosis and treatment process, improve service quality, innovate service models, improve the medical experience, in the pre-treatment, outpatient, emergency first aid, hospitalization, post-diagnosis and other processes, emphasize the use of new means, new technologies, new models, improve the whole process of medical experience, from the overall improvement of the comfort, intelligence, digital level of medical services, and promote the formation of a more scientific process, more continuous mode, more efficient service, more comfortable environment, A modern medical service model with a more considerate attitude.
partTake the concept of convenience as the core to optimize the diagnosis and treatment processShorten the queuing time and strive to solve the problem of "three long and one short" in the outpatient clinic
There is a common problem of 'three long and one short' in hospital outpatient clinics, and how to reduce the appointment payment time and shorten the queuing time has always been a problem that people are more concerned about. ”
Tang Yan, deputy director of the outpatient department of the hospital, said that the hospital attaches great importance to this, and continuously optimizes the patient treatment process and comprehensively updates the payment method on the "two long" problems of long time and long payment time.
In order to improve the phenomenon of payment during the peak period of medical treatment, the hospital has added a total of 22 self-service machines, including 20 outpatient clinics, which are placed in each ** area and treatment area on different floors, and in pediatrics, obstetrics and gynecology, internal medicine and other areas with a large amount of incremental delivery. On this basis, the hospital optimizes the function of the self-service machine, supports the filing of first-time patients, and the medical insurance physical card and electronic medical insurance certificate can be paid, and WeChat and Alipay can also be used.
After the self-service machine was put into use, the payment time during the peak period was shortened from 15-18 minutes per person to 10-12 minutes, and the efficiency of medical treatment was significantly improved. "You don't have to queue up at the window to pay, and the electronic medical insurance card can also be used, which is very convenient. Mr. Chen, a patient, expressed his approval of the new service of off-card payment.
Xishan People's Hospital has always been side by side with patients, actively summing up experience in outpatient services, and in-depth understanding of patients' needs in daily work: caring for special populations, providing triage, medical treatment, examination, medicine, and "five priorities" convenient servicesProvide convenience for the elderly to seek medical treatment through multiple channels, give priority to pre-examination and triage, set up a priority window for the elderly, and provide a full escort service ...... for the unaccompanied elderly over 80 years old
partTake health care as an extension to improve service qualityFor patients with falls, we will promote comprehensive and meticulous nursing care
An 80-year-old man was hospitalized, and when he didn't want to disturb his family's rest at night, he got out of bed from one side of the hospital bed without authorization, and due to his unsteady gait, he fell down the corridor and fractured, and was about to be discharged, but he was hospitalized for more than ten days. When talking about this case, although the prognosis of the elderly is good, in the opinion of Yu Zhiyan, director of the nursing department of the hospital, there is still some fear. In the daily ward, there are not a few patients with unsteady gait and unaccompanied family members, and falls also occur from time to time.
In order to reduce the occurrence of such injuries, the nursing department of the hospital set up a fall prevention management team in July this year to conduct professional training for nursing staff and cleaning personnel to enhance professional strength and service awareness. The safety and security of patients are closely related to nursing services, and the hospital will further improve the nursing work and improve the sense of safety and happiness of patients, which is the original intention of the nursing department of Xishan People's Hospital to optimize the service measures.
In order to further strengthen the awareness of fall prevention and avoid the occurrence of patient falls, the hospital adopts multi-channel health education methods, such as making posters, brochures, filming propaganda and education, and organizing "fall prevention little experts" competition ......One line at a time, bring forth the new. Let patients and their families master the knowledge of fall-related protection, actively participate and take precautions.
Today, with the assistance of the Logistics Support Department, the hospital ward is equipped with walkers and multiple crutches. It is reported that since the implementation of the fall prevention measures, the number of falls of patients in the hospital has decreased significantly.
partInnovative service model supported by information technologyLet the data "run more" and devote ourselves to "Internet + medical" services
I don't have to run back, I received the express delivery in a few days, this service is too convenient. ”
The patient, Mr. Wang, is a migrant worker in Xi, who went back to his hometown Yancheng to handle medical insurance reimbursement after being treated in the hospital in July, and needed medical record materials when he saw a doctor in Wuxi, he thought that he would return to Wuxi again, and found that the hospital had launched a "medical record copy online appointment" convenience service since June this year, and the patient only needed to move his fingers to make an appointment, and the medical records would be mailed to the door.
It is reported that after the launch of this service, patients or their families no longer need to bring materials, queue up in the medical record room to copy, and get medical records without leaving home. Patients in ** hospital on January 1, 2018, 5 working days after being discharged, can make an appointment on the hospital's WeChat*** to apply for a copy of the medical record, and pay according to the actual number of copies after the appointment is successful. The staff of the Medical Records Management Division will review the application information within 3 working days, make a copy of the medical record, and then send the medical record information to the applicant (postage to be paid). Copies of medical records can be provided for discharge records, admission records, medical record homepages, magnetic resonance reports, X-ray reports, CT reports, pathology reports, etc.
The data "runs more", and the patient runs less errands. Since the beginning of June this year, the hospital has provided mail-to-home services for nearly 300 patients. The implementation of the online application for medical record copying has shortened the processing time of medical record copying, reduced hospital manpower expenditure, and effectively improved the work efficiency of the medical record room. Internet diagnosis and treatment plays an increasingly important role in the medical system, providing data support for the development of hospitals, providing convenient services for patients after discharge, breaking the limitations of time and space, and effectively increasing the happiness of patients after treatment.
partAim at the needs of doctors and patients to improve the medical experienceOptimize the calling system to effectively speed up the medical service process
Recently, the number of mycoplasma pneumonia infections in children has increased dramatically, which has had a huge impact on the pediatric department of the hospital. However, during the peak period of treatment, the entire pediatric outpatient clinic of Xishan Hospital was not in a panic, and many citizens with their children waited in an orderly manner on the seats in the waiting area, holding the receipt of the medical number in their hands, and the patient's number was displayed on the screen of the consultation area, and the number was called ...... in the voice broadcast
In order to ensure the comfortable treatment experience of every patient, the information department of the hospital has brainstormed and is committed to solving the problems of patients gathering together and difficulty in infusion, focusing on information security technology on the one hand, clinical high-quality service on the other, and implementing the optimization of the internal and external calling systems of the infusion room, so that the medical environment has been significantly improved.
Outside the infusion room, patients scan the code through the self-service check-in machine to sign in and get the number, then sit quietly in the waiting area, listen to the voice broadcast reminder, or pay attention to the real-time medical number display on the screen and wait for the number. In the infusion room, the hospital has launched an infusion puncture calling system, and patients go to the designated infusion table to receive venipuncture according to the order of numbers. These "two hands" realize the orderly waiting of patients, and also provide convenience for the elderly with inconvenient legs and feet, and the treatment management is more suitable for the elderly and humane. Doctors can see comfortably, patients can see at ease, greatly improve the work efficiency of doctors and patients, improve the medical environment and patient experience, and make the doctor-patient relationship more harmonious.
In the development of health in the new era.
Xishan People's Hospital
Based on the post, dedication to far-reaching.
Push with all your heart.
"Improving service initiatives to enhance the patient experience".
Implement the concept of optimizing medical services.
Innovate the medical service model.
Improve patient satisfaction in an all-round way.
Continue to provide patients with full-cycle health services.
*: Health Division, Press Group.
Reporter: Ge Hui, Gao Jiamei.
Edit: Laugh.