摘要
目的改进病理切片借阅服务流程,减少患者等待时间,让患者借阅病理切片更便捷。方法利用互联网技术改善服务流程,2019年2月建设基于手机移动端的病理切片借阅服务。改变病理切片借阅模式,分析患者病理切片借阅平均使用时间;监测患者支付资金流,保障资金安全,提升支付便捷度;统计56份借阅订单的配送方式,分析患者的配送选择,着力优化服务流程、改进服务方式,提升服务满意度。结果患者可以不受时间和地点的限制,随时随地在手机上实现借片申请、费用支付、切片归还、物流配送等全流程病理切片借阅、归还服务,实现线上线下联动互补,上线以来,共有56人次通过在线申请病理切片借阅,线上病理切片借阅服务共为患者节约时间1680 min。结论病理切片借阅服务使病理科的服务工作由被动服务转变为主动服务,体现了以患者为中心的人性化服务,使病理借阅工作的服务有一个质的飞跃,使缴费、取片“零等待”,病理借阅服务只有不断适应互联网时代的发展,不断变革医院服务流程,从便民、惠民的角度出发,与时俱进,才能减轻患者的负担,赢得患者的口碑。
Objective To improve the pathological section borrowing service process,reduce patient waiting time,and to make it easier for patients to borrow pathological sections.Methods The service processes were improved by using Internet technology.The pathological section borrowing service was constructed based on mobile phone termination in February 2019.The pathological section borrowing mode was changed.The average use time of the patient's pathological section borrowing was analyzed.The patient's payment of funds was monitored,and the safety of funds was ensured,and the convenience of payment was improved.The distribution methods of 56 borrowing orders were counted,and the distribution choices of patients were analyzed,to optimize the service process,improve service methods and improve service satisfaction.Results Patients could be free of time and place restrictions,and could realize the full-process pathological section borrowing and returning services on the mobile phone anytime and anywhere,including borrowing application,fee payment,section return,logistics and distribution.The online and offline linkage and complement was realized.A total of 56 people applied for pathological section borrowing online.And online pathological section service saved patients 1680 minutes.Conclusion The pathological section borrowing service transforms the service work of the pathology department from passive service to active service,which reflects the patient-centered humanized service,and makes the service of pathological borrowing work have a qualitative leap,making the payment and taking the film"zero waiting".Pathological borrowing services can alleviate the burden on patients and win the reputation of patients only by constantly adapting to the development of the Internet era,constantly changing the hospital service process,and keeping pace with the times from the perspective of convenience and benefit the people.
作者
马祯一
陈建清
钱萍
戈家英
沈志炜
MA Zhenyi;CHEN Jianqing;QIAN Ping;GE Jiaying;SHEN Zhiwei(Jiaxing Traditional Chinese Medicine Hospital in Zhejiang Province,Jiaxing314001,China)
出处
《中国现代医生》
2019年第34期136-139,共4页
China Modern Doctor
基金
浙江省医药卫生科技计划课题（2019PY084）
关键词
病理切片借阅
互联网技术
服务流程
移动端
在线申请
服务理念
Pathological section borrowing
Internet technology
Service flow
Mobile termination
Online application
Service concept
