互联网医院导航护理岗位的设立及实践探索

Establishment and practice of internet hospital navigation nursing position

目的:基于岗位管理原则设立互联网医院导航护理岗位并探索实践成效,为互联网医院的岗位设置和科学管理提供参考。方法:根据互联网医院的运作模式和岗位需求分析,于2020年2月设置了导航护理岗位。由专职护士完成互联网医院的线上咨询、导诊和应诊,参与质量管理、推进线上科普工作等,护理部和用户服务部联合进行工作质量考核与评价。结果:从2020年10月至2021年4月,护士线上咨询回复及时率为94.1%,参与健康科普视频制作90期,参与互联网医院信息产品需求提交报告及功能调试48项,参与业务流程缺陷分析和改进项目55项,每月工作质量评价均分为94.8分,部门同事对护士的满意度评价平均为100.0%,患者对线上咨询服务的满意度评价平均为98.0%。结论:互联网医院导航护理岗位的设立与实践,在医院数字化转型过程中发挥了积极作用。

Objective:To set up Internet hospital navigation nursing position and explore the practical results based on the principle of post management.Methods:According to the operation mode and job demand analysis of Internetbased hospitals,the hospital set up a navigation nursing position in February 2020.Full-time nurses completed the online consultation,medical guidance and treatment,participated in quality management,and promoted online science popularization work in the Internet-based hospitals.The Nursing Department and the User Service Department jointly conduct work quality assessment and evaluation.Results:From October 2020 to April 2021,the timely response rate of nurses’online consultation was 94.1%.The nurses participated in the production of 90 health science videos,48 Internetbased hospital information product demand report and function debugging,and 55 business process defect analysis and improvement projects.The average monthly work quality evaluation score was 94.8 points.The department colleagues’satisfaction with the nurses was 100.0%.The patients’satisfaction with online counseling services was 98.0%.Conclusion:The establishment and practice of Internet hospital navigation nursing positions have played an active role in the process of hospital digital transformation.