移动互联网医院综合运营体系构建与管理实践

Construction and Management Practice of Mobile Internet Hospital Comprehensive Operation System

公立医院的移动互联网医院项目,在信息部门交付业务部门以后,存在推进难、运营难、升级改造难,系统使用与点击率、门诊预约率、患者满意度长期在低位徘徊的"三难三低"共性问题。我院采用"八维空间医院管理模式",即从团队协作、人力资源、技术体系、管理体系、信息系统、应变能力、医院文化、形象传播八个维度实施精细化管理,引入现代化管理模式,提升我院移动互联网医院项目核心竞争力。通过"八维空间医院管理模式"在移动互联网医院的实践,本文提出了一套适应大型公立医院移动互联网医院推进的长效机制与管理办法;通过技术与运营的有效结合,建立了依托现代管理制度的运营团队,完善了一整套与业务相配套的推进流程与考核办法,运用快速迭代方法进行升级维护,将互联网医院使用率、门诊预约率、患者满意度评价达到了全国同类项目先进水平,有效解决了困扰移动互联网医院发展的"三难三低问题"。

After the public hospital’s mobile Internet hospital project is delivered to the business department by the information department,there are three common problems:difficult to advance,difficult to operate,difficult to upgrade and transform,system usage and click-through rate,outpatient appointment rate and patient satisfaction,which have been hovering at a low level for a long time.Our hospital adopts the"eight-dimensional space hospital management model".That is to say,refined management should be implemented from eight dimensions:team cooperation,human resources,technical system,management system,information system,adaptability,hospital culture and image dissemination,and modern management mode should be introduced to enhance the core competitiveness of mobile Internet hospital project in our hospital.Through the practice of"eight-dimensional space hospital management model"in mobile Internet hospitals,this paper proposes a set of long-term mechanism and management methods to adapt to the promotion of mobile Internet hospitals in large public hospitals.Through the effective combination of technology and operation,an operation team relying on modern management system has been established,a complete set of promotion process and assessment methods matched with business have been perfected,and rapid iteration method has been used for upgrade and maintenance.The utilization rate of Internet hospitals,outpatient appointment rate and patient satisfaction evaluation have reached the advanced level of similar projects nationwide,effectively solving the problem of mobile interconnection."Three Difficulties,Three Low Problems"in the Development of Internet Hospitals.