摘要
Abstract
Objective:Based on the theory of Touch-point Management,the process of key links in the treatment process of inpatients was sorted out and optimized,and the whole process service chain was constructed and applied,so as to improve service efficiency,patient experience and promote the high-quality development of hospitals.Methods:The theory of Touch-point Management was applied to hospital management.Starting from the key touch-points of hospitalized patients,the existing process problems in admission management,hospitalization service,logistics support,discharge settlement,and continuity of post-hospital care were sorted out,and resources integration and process reengineering were carried out in conjunction with various functional departments to break through the barriers of service links and form the whole process service chain.At the same time,the 5G smart hospital cloud platform connects various service modules to achieve one-stop bedside chain service,and monitors and evaluates service quality and patient experience.Results:The time of admission and departure,the waiting time for check-up and the daily carrying time of the elevator in the inpatient department were reduced compared with the same period before the improvement.The completion rate of bedside services,the amount of extended services,and the comprehensive satisfaction were all improved compared with the same period before the improvement.Conclusion:The whole-process service chain constructed and applied based on the theory of Touch-point Management covers the key links of the inpatient medical treatment process.Through cross-departmental collaboration,process re-engineering,regulations and information support,closed-loop management can be realized to facilitate quality control,and patients'medical experience can be effectively improved,providing an exploration path for promoting the humanized and scientific development of hospitals.关键词
接触点管理/住院患者/全流程/服务链Key words
Touch-point Management/Hospitalized patients/End-to-end process/Service chain分类
医药卫生
