Improving Medical Experience and Enhancing Patient Experience (Healthy China Strives for Progress)
2023-05-30
Recently, the National Health Commission and the National Administration of Traditional Chinese Medicine issued the Notice on Carrying out Thematic Activities to Improve Medical Experience and Improve Patient Experience (hereinafter referred to as the "Notice"), which will be carried out nationwide from 2023 to 2025 to improve medical experience and enhance patient experience, further solve the people's urgent problems of seeing a doctor, improve the whole process of medical experience and enhance patient experience, Ensure that the people enjoy the high-quality development achievements of public hospitals. Starting from the perspective of patients, this themed activity proposes a total of 20 specific measures from 6 aspects around the entire process of medical treatment. We strive to use 3 years to integrate "patient-centered" into all aspects of medical services, improve the overall level of comfort, intelligence, and digitization of medical services, and promote the formation of more scientific processes, more continuous models, more efficient services, and more comfortable environments The more considerate Chinese path to modernization medical service model has further enhanced the people's sense of access, happiness and security. Hospitals at or above the second level should generally establish an appointment and treatment system to enhance patients' pre diagnosis experience, notify requirements, and improve the appointment and treatment system. Hospitals at or above the second level should generally establish an appointment system for diagnosis and treatment, and use artificial intelligence and other means to improve the accuracy of appointment diagnosis and treatment. One is to provide multiple channels and valid documents for appointments, implement phased appointments, and implement various appointment models such as centralized inspection and inspection appointments. Reasonably arrange the number of sources based on professional characteristics, and reserve sufficient time for doctor-patient communication. The second is to promote various appointment modes such as inter clinic, interdisciplinary, follow-up, within the diagnosis and treatment team, and within the medical association. Second and third level hospitals will open a certain proportion of account sources to grassroots medical institutions, leveraging the active role of family doctors in appointment referral, appointment examination, and other aspects, and improving service continuity. The third is to explore the application of artificial intelligence triage systems and integrate them with outpatient electronic medical record systems to form an intelligent inquiry triage appointment medical history collection process. The fourth is to optimize the appointment diagnosis and treatment platform, promote real name appointment, strengthen the management of account cancellations and missed appointments, and severely crack down on "account traffickers". The notice proposes that, where conditions permit, medical institutions may handle "pre hospitalization" for patients with a clear diagnosis, relatively stable condition, and who meet the hospitalization requirements after evaluation and undergo elective surgery, while ensuring medical quality and safety. Preoperative examinations and tests should be completed before the patient is admitted, reducing the waiting time for surgery after admission. Encourage the provision of MDT services that "patients do not move and doctors move" to improve the outpatient experience of patients, notify requirements, and rebuild the outpatient process. Further optimize the outpatient process design and shorten the retention time of patients in the outpatient department. One is to compress outpatient registration, payment, and report printing processes, reducing the waiting time for patients in the outpatient department. The second is to strengthen guidance, clarify the reception process for patients who report the results of daily examinations and tests, simplify the process of requiring multiple outpatient treatments and nursing, and reduce disorderly flow. The third is to provide multiple payment channels and explore the implementation of "diagnosis and treatment before payment" and "one visit, one payment" while ensuring financial security. The notice proposes that medical institutions should use new technologies and concepts, be demand oriented, and continuously adjust and innovate service models. One is to establish a "one-stop" outpatient service center to provide guidance for patients
Edit：qihang Responsible editor：xinglan
Source：http://paper.people.com.cn/rmrbhwb/html/2023-05/30/content_25990278.htm
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