基于服务蓝图理论的线上线下一体化智慧服务研究

Research on Online and Offline Integrated Smart Service Based on Service Blueprint Theory

智慧医院的提出,智慧服务的明确要求,公立医院高质量发展的指导意见,使医院医疗服务发展进入新时代,门诊服务正在向全流程、一体化、智慧化转变。本研究以服务蓝图理论为基础,结合智慧服务评级要求以及某B医院门诊服务实际情况,围绕诊前、诊中、诊后的患者行为,设计了线上线下一体化的门诊服务蓝图,并提出了智慧服务的现实问题以及完善线上线下一体化服务的建议,以期为智慧门诊服务的推广提供借鉴。

The proposal of smart hospitals,the clear requirements of smart services,and the guidance for the high-quality development of public hospitals have brought the development of hospital medical services into a new era.Outpatient services are transforming into full-process,integrated,and intelligent.Based on the service blueprint theory,combined with the smart service rating requirements and the actual situation of outpatient services in a B hospital,this study designed an online and offline integrated outpatient service blueprint around the patient behavior before,during and after the diagnosis.It also puts forward the practical problems of smart services and suggestions for improving online and offline integrated services,in order to provide reference for the promotion of smart outpatient services.