基于门诊全流程服务管理的提升患者体验实践探索

Exploring the Practice of Enhancing Patient Experience based on Outpatient Whole Process Service Management

提升患者门诊全流程就诊体验是改善患者就医感受的重要举措。首都医科大学附属北京同仁医院在持续改善医疗服务的基础上探索建立门诊全流程服务管理体系,通过理念向前服务前置,聚焦患者诊前体验;流程简化智慧引领,优化患者诊中体验;延续诊疗模式创新,提升患者诊后体验。打造现代门诊医疗服务模式,不断满足人民群众日益增长的医疗服务需要。

Improving the entire outpatient clinic experience is an important measure in the new era to enhance patients’sense of gain from medical treatment.Beijing Tongren Hospital fliated to Capital Medical University explores the establishment of a full-process outpatient service management system based on continuous improvement of medical services.Through the concept of forward service,it focuses on the patient's pre-diagnosis experience;the process is simplified and itelligently guided to optimize the patient's in-diagnosis experience;and continuous diagnosis and treatment Model innovation improves patients post-diagnosis experience and creates a Chinese-style modern outpatient medical service model to continuously meet the people’s growing needs for a better life.