探讨医院门诊信息系统故障突发事件应对策略

To Explore the Emergency Response Strategy of the Outpatient Information System Failure

目的通过突发事件,检验本院门诊信息系统故障应急预案,发现问题、分析原因、探讨对策、完善细节、明确岗位,最大程度优化流程,提升服务,降低医疗投诉。方法本院信息系统HIS故障11小时启动信息系统故障应急预案和事后效果评价分析。结果领导小组现场指挥,迅速支援到位,有效维持就诊秩序;支援人员明确岗位,减少了患者及家属的排队次数;增加贴心服务减少了医患投诉。财务核实实收费用与应收费用有出入。检验科对故障前已缴费用检验项目电脑无法查询,检验项目不明确现场无法抽血化验。医生手工开具检查单反复书写眉栏项目,增加了患者的等候时间。结论实践是检验预案的最好方式。迅速启动预案保障医疗行为正常运行。重新梳理各项检查单,有效整合,注明金额,印有编码,实行三联单,提高工作效率,有效减少等候时间,方便财务核对减少误差。

Objective Through emergencies,the emergency response plan of the outpatient information system of the hospital was tested,problems were found,causes were analyzed,countermeasures were discussed,details were defined,occupations were cleared,procedures were optimized to the maximum extent,services were improved,and medical complaints were reduced.Methods 11 hours after HIS failure of the information system in the hospital,the emergency response plan,after-effect evaluation and analysis of the information system failure were started.Results Leading group on-site commanded,rapid support in place to effectively maintained the order of treatment,the identification of support staff reduced the number of queues for patients and their families,the increase of considerate service reduced the number of doctor-patient complaints.Financial verification charges differed from receivables.The inspection department is unable to display the computer for the inspection items that have been paid before the failure.The test item is not clear the spot cannot draw blood to test.The doctor manually issued the examination form and repeatedly wrote the bar item,which increased the waiting time of patients.Conclusion Practice is the best way to test plans.Promptly initiate pre-plan to ensure the normal operation of medical behaviors.Reorganize the inspection list,effectively integrate,indicate the amount,print the code,implement the triple list,improve the work efficiency,effectively reduce the waiting time,facilitate the financial check to reduce the error.