出院患者互联网管理服务的实践与探讨

Practice and Discussion on Internet Management Service for Discharged Patients

目的探讨绍兴市人民医院创新性开展住院患者出院后互联网服务,为后续疾病管理制订服务规范。方法通过“AI+电话+微信+人工”多途径方式,采用线上、线下相结合,为出院患者提供居家延伸服务。结果互联网疾病诊后服务实施8个月来,服务了8611个出院患者,实现患者从离院到家庭再到康复/复诊的全周期管理,降低患者再次入院率,提升了患者满意度和复诊率,提高了医院管理效率。结论开展患者出院后互联网服务有利于提升患者的就医体验和满意度,有利于医院的高质量发展。

Objective To explore the innovative development of post-discharge Internet services for inpatients in Shaoxing People's Hospital,and to develop service specifications for subsequent disease management.Methods The multi-channel approach of"AI+Telephone+WeChat+Manual"uses the combination of online and offline to provide home extension services to discharged patients.Results In the 8 months since the implementation of the Internet post-diagnosis service,8611 discharged patients have been served,realising the full-cycle management of patients from discharge to home to rehabilitation/reassessment,reducing the re-admission rate of patients,increasing patient satisfaction and re-examination rate,and improving the efficiency of hospital management.Conclusion The implementation of post-discharge Internet services for patients is conducive to improving patients'medical experience and satisfaction,and to the quality development of hospitals.