标杆管理理论视角下江苏省某公立互联网医院服务优化研究

Research on Service Optimization of a Public Internet Hospital in Jiangsu Province Under Benchmarking Theory

目的:将标杆管理理论引入江苏省某公立互联网医院的服务优化研究中,探索具体应用流程,为公立医院线上诊疗业务的进一步发展提供参考。方法:选取江苏省某公立互联网医院为研究的样本互联网医院,基于文献搜集与专家访谈,将某企业型互联网医院的建设经验转变为适合样本互联网医院借鉴的内容,建立对标评价体系,明确达标优化举措。同时设置观察、对照组,利用SERVQUAL模型对比改进前后的管理服务质量。结果:对标分析显示样本互联网医院存在医生参与动力不足、平台服务能力有待提升、信息活力缺失3个方面的问题。样本互联网医院借鉴了企业型互联网医院的运维经验进行对标找差,梳理发展瓶颈、明确改进方向,实现了管理创新。结果显示患者对于服务质量的感知与期望值之间的差距较优化前明显缩小,差异有统计学意义(t=5.323,P<0.001)。结论:标杆管理法在样本互联网医院服务优化中具有可行性。借鉴企业型互联网医院的运维经验有助于提升医院整体服务质量。因此应健全线上诊疗定价与分配机制、给予公立医院适当自主权、加强信息联通的顶层设计;医院应多维度激发医务人员积极性、拓宽线上服务场景、推动院内外信息联通共享。

Objective:To introduce the theory of benchmarking management into the service optimization research of a public Internet hospital in Jiangsu province,and to explore the specific application process,so as to provide reference for the further development of online medical services in public hospitals.Methods:Selected a public Internet hospital in Jiangsu Province as a sample for research.Based on literature collection and expert interviews,a benchmarking evaluation system was developed to transform the construction experience of an enterprise Internet hospital into content suitable for the sample Internet hospital to learn from,thereby clarifying standard optimization measures.Simultaneously,observation group and control group were set up and the quality of management services before and after the improvement was compared by using the SERVQUAL model.Results:Benchmarking analysis revealed that sample Internet hospitals had three aspects of problems such as insufficient participation motivation of doctors,improvement of platform service capacity as well as the lack of information vitality.The sample Internet hospital borrowed the operations and maintenance experience of enterprise Internet hospitals to identify deficiencies,clarify improvement direction,and achieve managerial innovation.The results showed a significant reduction in the gap between patient perception of service quality and expected values after optimization,with statistical significance(t=5.323,P<0.001).Conclusion:Benchmarking management is feasible for optimizing services in the sample Internet hospital.Drawing on the experience of enterprise Internet hospitals in operations and maintenance can help enhance the overall service quality.The state should establish a comprehensive pricing and distribution mechanism for diagnosis and treatment,give proper autonomy to public hospitals,and strengthen the top-level design of information connectivity.Hospitals should stimulate the enthusiasm of medical staff from multiple dimensions,broaden the online service scene and promote the information communication and sharing within and outside the hospital.