浅析互联网在线咨询在医院的推进实践

An analysis of the promotion practice of internet online consultation in hospitals

受新冠疫情影响,政府出台大量文件鼓励开展互联网诊疗业务,医保、医院、患者三方都对互联网诊疗产生了迫切的增长需求。在医院全面推进的过程中,由于互联网诊疗与传统门诊业务在流程管理上的差异,前期的在线问诊人次增长量一直未达预期。医院通过成立项目小组,利用定义-测量-分析-改进-控制这五个步骤,找出问题根因持续改进,形成互联网在线咨询诊疗闭环,让互联网在线诊疗与传统的线下门诊相辅相成,进一步提升患者的就医体验。

Impacted by the coronavirus epidemic,the government issued a large number of documents to encourage the development of internet diagnosis and treatment service.In the process of comprehensive promotion of the hospital,there are differences in process management between internet diagnosis and treatment and traditional outpatient services,and the actual increase in the number of online consultations did not meet expectations.Through the establishment of project teams,the hospital uses the five steps of definition-measurement-analysis-improvement-control to find out the root cause of the problem and continue to improve,forming a closed loop of online consultation and treatment on the Internet,so that online diagnosis and treatment on the Internet and traditional offline outpatient services complement each other and further improve the patient’s medical experience.