医院船拉美国家医疗服务导医模式的优化与效果

Optimization and effect of medical guidance service model in hospital ship with Latin American countries

目的探索医院船在国外医疗服务中的导医模式，优化服务流程，提高就诊速度，改善就医秩序。方法根据到访国不同医疗需求，采用一对一专人引导，分组引导，楼层（甲板）固定引导，流动引导与医生及志愿者接力和交叉引导，及专项检查定位引导等方式。对就诊患者发放自制调查表，行满意度调查。结果楼层（甲板）固定引导、流动引导与医生及志愿者接力和交叉引导能有效、合理地疏导就诊患者，缓解易造成患者滞留诊室的压力，保持井然有序的就医环境，患者集中在心电图、B超、x线检查及口腔科停留等候时间由15min左右缩短为5min左右。发放的服务满意度调查问卷统计结果显示，满意度为100％，并收到英语表扬信4封，西班牙语表扬信1封。结论统筹协调，灵活引导，全方位、多渠道参与协同的导医模式，是国外医疗服务顺利进行的有力保证。合理、有效的引导服务受到了到访国政府和民众的欢迎和肯定。

Objective To investigate the medical care leading model of hospital ship in foreign medical service, so as to optimize the service processes, improve the treatment speed and order of the treatment. Methods One to one guidance, group guidance, fixed floor guidance, mobile guidance, alternate guidance, polarization guidance and so on were adopted according to different needs from different countries. And self- made questionnaire were used to satisfaction survey. Results Guidance by the fixed floor, mobile guidance, alternate guidance by physicians and volunteers can effectively and reasonably counseled clinical patients. The pressure from patients retention has been relieved, and the health care environment smoothly was kept, and patients＇ clinic time was shortened from 15 min to 5 min in ECG text room, B ultrasonic room, X-ray examination,department of stomatology and so on. The patients＇ satisfaction degree was 100%, and received 4 letters for praise. Conclusions Co-ordination, flexible guidance, comprehensive and multi-channel guidance mode were effectively guaranteed for the smooth conduct of foreign medical services. And we received affirmation and reception from the government and the people of the visited countries.