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The key tasks for improving medical services in the new three years are released!

The key tasks for improving medical services in the new three years are released!

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  • Time of issue:2018-01-06 14:51
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(Summary description)OntheafternoonofJanuary3,the2018NationalWorkingConferenceonImprovingMedicalServiceswasheldinBeijing.VicePremierLiuYandongmadeimportantinstructions,fullyaffirmingtheimportantrolethattheimplementationof

The key tasks for improving medical services in the new three years are released!

(Summary description)OntheafternoonofJanuary3,the2018NationalWorkingConferenceonImprovingMedicalServiceswasheldinBeijing.VicePremierLiuYandongmadeimportantinstructions,fullyaffirmingtheimportantrolethattheimplementationof

  • Categories:Industry news
  • Author:
  • Origin:
  • Time of issue:2018-01-06 14:51
  • Views:
Information

On the afternoon of January 3, the 2018 National Working Conference on Improving Medical Services was held in Beijing. Vice Premier Liu Yandong made important instructions, fully affirming the important role that the implementation of the Action Plan for Further Improvement of Medical Services will play in optimizing medical service processes, innovating medical service models, improving medical quality and safety, and improving the public’s experience of medical treatment. It is hoped that the national health and family planning system will thoroughly implement the spirit of the 19th National Congress of the Communist Party of China, be guided by Xi Jinping’s thoughts on socialism with Chinese characteristics in the new era, adhere to the people-centered approach, and focus on meeting the new requirements of the people for medical and health services in the new era, and improve convenience for the people. Measures, the use of scientific and technological means to support, promote the improvement of medical services to a new level, to enhance the sense of gain, happiness, and security of the people, and to make new contributions to building a well-off society in an all-round way. The meeting carefully studied the spirit of the important instructions of Vice Premier Liu Yandong, comprehensively summarized the improvement of medical services from 2015 to 2017, and studied and deployed relevant work arrangements from 2018 to 2020.

Li Bin, director of the National Health and Family Planning Commission and party secretary, pointed out in his speech that through three years of hard work, significant results have been achieved in improving medical services. Information technologies such as appointments for diagnosis and treatment and mobile payment have been widely used, and medical treatment has been "three long and one short". The situation has been effectively alleviated. The application of innovative service models such as day service and clinical path has been accelerated, and the quality and efficiency of medical services have been rapidly improved. Through the development of the service capacity of county hospitals and the establishment of a remote service system, the acceleration of the sinking of high-quality medical resources is promoted, the accessibility of medical services is further improved, and the public's sense of access to medical treatment is effectively improved.

Li Bin emphasized that it is necessary to accurately grasp the main contradictions and changes in Chinese society in the new era to meet the people's higher-level and more diversified health and health service needs. We must adhere to the people-centered development principle and make full use of new technologies and concepts to promote the high-quality development of medical services. We must always adhere to the simultaneous advancement of reforms and improvements, so that the advancement of comprehensive medical reforms will become a new driving force for improving medical services.

Li Bin requested that the improvement of medical services from 2018 to 2020, on the one hand, must establish and improve five working systems, including appointment diagnosis and treatment, and telemedicine , to form a long-term mechanism. On the other hand, it is necessary to innovate and develop medical services in 10 areas including the promotion of multidisciplinary diagnosis and treatment models, promote the high-quality development of medical services, and continuously improve the public's experience of seeking medical treatment. At the same time, local health and family planning administrative departments should strengthen organization and leadership, fully mobilize the enthusiasm of medical staff, do a good job in policy guarantees and increase publicity to establish models, so as to provide support and guarantee for improving medical services.

Wang Hesheng, deputy director of the National Health and Family Planning Commission and director of the Medical Reform Office of the State Council, presided over the meeting and announced the 2015~2017 advanced model notification documents for improving medical services, and reported to 290 high-quality medical service demonstration hospitals such as Beijing Chaoyang Hospital, and the Stroke Center of Xuanwu Hospital of Capital Medical University 228 high-quality medical service demonstration departments, and 234 high-quality medical service demonstration individuals including Li Yan from Beijing You'an Hospital gave notifications to 8 units including the Liaoning Health and Family Planning Commission, and 15 hospitals including Peking Union Medical College Hospital, which actively organized publicity reports Be promoted by the report.

At the meeting, 6 units including Jiangsu Provincial Health and Family Planning Commission made typical exchange speeches. Peking Union Medical College School of Public Health and National Health and Family Planning Commission Medical Management Service Guidance Center introduced the third-party effect evaluation of improving medical services and online hospital satisfaction survey Happening. The third-party evaluation and satisfaction survey results show that the satisfaction of outpatients and inpatients in tertiary hospitals in my country has been increasing year by year, and the improvement of medical services in three years has achieved positive results.

[Improving Medical Services·Three-year Observation] Changes are happening quietly in major hospitals

In recent years, the expansion and quality improvement of my country's medical insurance system has released a large number of medical needs, but the subsequent difficulties in diversion of people and complex procedures have caused people to criticize the medical environment, service attitudes, and service procedures of large hospitals. . On December 13, 2014, General Secretary Xi Jinping pointed out during an inspection in Zhenjiang City, Jiangsu Province that the people’s desire for equalization of medical services is very urgent. Some major hospitals in big cities are always in a “wartime state” and they are overcrowded and must be resolved. Okay this question.

In order to improve this situation, in January 2015, the National Health and Family Planning Commission and the State Administration of Traditional Chinese Medicine launched a three-year "Action Plan for Further Improvement of Medical Services" across the country, focusing on urging large tertiary hospitals in cities to improve their medical service processes. Innovate measures to facilitate the people to see a doctor. When the first phase of the action plan comes to an end, do the people feel more about the medical services? What changes did it bring to the industry? In the future, how will the improvement and perfection of medical services meet the needs of the times and benefit the people seeking medical care?

Patient experience becomes a luxury

One Friday morning, Xu Hua (pseudonym) woke up early and went to the local prestigious large-scale women's and children's specialist hospital for treatment. "I arrived at the hospital at 8 o'clock and queued for 20 minutes. It was number 66."

After waiting for about an hour and a half, it was Xu Hua's turn to see a doctor. As soon as she walked into the clinic, she found that it was full of patients, each with a blue disposable treatment sheet in his hand, waiting for a more private examination. The so-called "examination room" is just an area enclosed by a curtain in the middle of the consulting room. The curtain is sometimes not tightened, and the inspection scene inside is unobstructed. Xu Hua handed the doctor the results of the examination. The doctor did not lift his head, and asked 3 questions loudly, many of which were personal. As he asked, he asked his assistant to open a checklist, and then directed to Xu Hua and said, "Go get a blood test for hormones, do a B-ultrasound, and come again."

When he arrived in the B-ultrasound room, Xu Hua was told by the staff that the appointment was full and he would come back another day. She went to the examination room to line up for almost an hour, and was told that she needed an empty stomach for the blood draw, and stopped taking it after 10:30 in the morning. Depressed and furious, Xu Hua turned back to the doctor's office to ask about the next treatment process, and was told by the doctor that he would need to re-register for the next visit. "After spending more than 3 hours in the hospital, the doctor spoke to me for no more than 30 seconds; none of the two doctors' assistants explained to me that the examination might not be possible; the registration fee was 26 yuan, just for such a few nonsense. A few checklists that can’t be done?” Xu Hua couldn’t help but questioned the doctor. The doctor said, “Why didn’t you look at it? I’ve given you the checklist.”

去年年初,本报记者曾赴北京市多家三甲医院实地体验,发现几乎没有一家医院的厕所提供手纸。

有人指出,公立医院长期处于垄断地位,在外无压力、内无动力的情况下,患者体验感自然成了奢侈品。但另一方面,权威资料显示,近几年来,我国医疗机构提供的医疗服务量较2010年前实现了量级增长。2014年,全国总诊疗人次达76亿人次,出院人数2亿多人,年诊疗量和住院量较2009年分别增长42.1%和54.6%,与此相对应的卫生技术人员仅增加了38%。近两年,全国医疗卫生机构医疗服务量增速总体放缓,但三级医院的服务量增幅却依然保持在高位。2015年和2016年,三级医院总诊疗人次和入院人数与上一年相比分别增长7.1%和8.6%、8.7%和12.5%。

“在国外看一次门诊要10分钟~15分钟,诊治结束后有个拥抱,但我们这里门诊看病就像‘流水线’,医生不是不想沟通,而是没有时间和能力。”一位三级医院医生无奈地说。

站在患方角度看问题

国家卫生计生委曾对医疗服务领域群众感受强烈的突出问题进行过专门调查,发现老百姓对大医院的不满主要表现在就诊环境、医院标识、服务态度、服务流程、隐私保护、信息透明、急诊服务、纠纷投诉等领域。

于是,2015年年初,国家卫生计生委、国家中医药管理局在全国医疗系统启动了为期3年的“进一步改善医疗服务行动计划”,每年提出10余条当年的重点工作,明确长短期指标要求,旨在实现“便捷、安全、有效、明白就医,努力构建和谐医患关系。”

“对医疗服务的改善优化,许多医院一直都在做。国家的行动将医院行为变为全国统一行动,引导整个行业站在患者角度考虑和解决问题。”中国医科大学附属盛京医院院长郭启勇说。

北京协和医院院长助理秦明伟说,协和医院历来有持续改进和自我提升的文化和传统,这种工作方法和医院文化无论是对医疗服务的改善优化,还是对临床、教学、科研水平提升,都是关键性的基础和前提。“医院应该把改善医疗服务行动,当成建设和持续改进医院文化的重大机会。”北京协和医学院公共卫生学院院长刘远立教授说。

三级医院抓重点任务

记者在盛京医院儿科VIP诊区采访时看见,原来光秃冰凉的金属候诊椅上,有了色彩鲜艳的椅垫和椅背。该院医务部副主任肖丽介绍,“暖椅工程”创意并非今年才有,但想办好这件事却并不容易,“要让椅垫冬暖夏凉、容易清理,材质上就排除了一大批;形态上,软的容易损坏,不做固定的又容易丢失。除此之外,还要考虑颜色、款式等。”肖丽说,如今这一小小的改变,收获了患者许多“赞”。

上海市儿童医院从流程优化上找到了改善服务的“切口”。该院通过对信息数据的分析,提出凡符合“血常规”“尿常规”“粪便常规”适应证的患儿,可自主选择“诊前化验”服务,直接带着检查结果看医生。新流程不仅缩短患儿在院等候时间约30分钟,也提高了接诊医生的工作效率。如今,86%的普内科患儿在就医高峰期选择“诊前化验”。

近几年,越来越多的医院开始利用信息化手段改善服务。温州医科大学附属第一医院设计了具有自主知识产权的多功能自助服务系统,全院260台自助服务机可以办理就诊卡、预约、预存、缴费、化验单打印等;江苏省无锡市人民医院与相关企业紧密合作,逐步开发应用了智能输液监测、生命体征动态采集、智能床位监测、婴儿防盗等系统,让患者的获得感和安全度“双提升”……

记者从国家卫生计生委获悉,截至目前,我国所有三级医院均利用互联网技术实施预约诊疗,1300多家医院提供了移动结算方式,近1500家三级医院建立了信息库,为患者提供信息查询和推送服务,国家级贫困县实现远程医疗全覆盖。

北京协和医学院所做的第三方评估显示,“行动计划”90%的重点任务已经在三级医院得到落实,医疗服务流程更趋合理,2016年门诊患者全程候诊时间较2015年缩短了8分钟。

越来越多的医院和管理者开始有了“主动改”的动力。“时代在发展,老百姓的就医需求也在变。在医疗行业竞争激烈的年代,看好病和体验感并列为一级痛点。在各行各业、各家同行都在不断自我提升的年代,谁不变,谁就必然会被时代所淘汰。”大连医科大学附属第二医院副院长刘志宇说。

【改善医疗服务·三年观察】医疗生产力在不断变革

随着时间推移,许多医院对改善医疗服务的理解更加深刻,工作切入点也从最初的便民措施和流程调整,逐渐深入医疗服务模式的改变和创新,通过供给侧改革和生产力变革,不断提升患者满意度。

“提速挖潜”用好优质资源

记者在上海交通大学医学院附属仁济医院日间手术病房见到文芳(化名)时,她正等待手术。前两天,文芳在仁济医院急诊时被诊断为急性胆囊炎,经评估符合实施日间手术的标准。医生告诉她,选择这一术式比传统手术能节省4天时间,费用也会少些,于是她决定试试。当晚,手术后的文芳顺利出院,回家康复。

发展日间手术,成为仁济医院提高医院运行效率、拓展优质医疗资源服务可及性的重要“抓手”。2016年,该院用仅占6.22%的手术床位完成了日间手术30844人次,占择期手术40.1%,平均住院日也从2005年的12.41天陡降至2016年的6.12天。

从2015年开始,我国就在改善医疗服务行动中提倡医院选择中小型择期手术,逐步推行日间手术。国家卫生计生委给出的数据显示,目前我国已有52%的三级医院开展日间手术。

大医院不断挖潜,就意味着释放出更多的生产力,为更多老百姓提供服务。“平均住院日减少1天,就意味着我们医院扩张了1500张病床。”四川大学华西医院院长李为民说,大医院需要依赖医疗技术的创新与进步,通过临床和服务模式创新,提高运转效率和服务水平。

“近几年,加速康复外科模式(ERAS)在我们医院外科系统得到了大范围推广应用。”华西医院肝脏外科主任文天夫介绍,他们科室的ERAS举措包括术前不常规禁食、不常规肠道准备,术中病人保暖、实施目标导向性输液,术后早期拔除引流管、早期进食、活动、营养管理、疼痛管理等18项颠覆性的围术期技术变革。应用后,腹腔镜肝脏切除术术后住院时间5天,缩短1.75天,节约住院费用近7000元;同种异体肝脏移植术平均住院日最短能到7天。这些更加人性化的举措也减少了病人的不舒适感和恐惧,让病人治疗配合度更高。

华西医院大外科护士长兼骨科护士长宁宁介绍,围手术期的患者存在饥饿、口渴、恶心呕吐、腹胀等胃肠道症状,在ERAS实施过程中,营养管理是有力保障,为此,该院建立了多学科营养管理模式。“骨科联合营养科、麻醉科、手术室建立了多学科协同创新团队,通过采用喉罩通气联合短效麻醉的新麻醉方式,并在术前6个小时、术前2个小时、麻醉清醒后、饮水无碍后、术日睡前给予患者不同种类饮食,有效提高了患者的舒适度,帮助患者加速康复。”华西医院骨科主管护师陈佳丽说。

“集中火力”解疾病难题

不久前,上海交通大学医学院附属瑞金医院来了一名中年女病人,她因为家庭纠纷大哭大闹后突然说不出话。家人带她来到瑞金医院的门诊多学科诊疗中心(MDT)。工作人员为她申请了中医五官科、神经内科和心理科专家联合会诊,最终找到了致病原因——“心因性失语”,根据专家指导和建议,患者当场发出了声音。家属喜极而泣,对医生感激不尽。

大医院里科室林立,如果患者得了疑难病症,需要反复就诊、重复等待,不但费时费力,可能还要多花钱。挂一次号就能见到多科专家、解决所有问题,成了许多病人的期望。现在,一种新的诊疗模式正在将病人的梦想照进现实,这就是MDT。

瑞金医院院长瞿介明说,2011年,该院将原有的门诊疑难病会诊制度进行调整,开设门诊多学科诊疗中心,旨在集中力量解决疑难重症。目前,该院已常态化开设30个MDT门诊。

提供急危重症诊疗服务也是城市三级医院的主要功能职责。作为北京市妊娠合并心脏病的转会诊医院,北京安贞医院从2013年开始不断整合资源,规范上述疾病的抢救流程。今年,该院在原有6条绿色通道的基础上,再增急性主动脉夹层、危重孕产妇、急危重症患者体外膜肺氧合(ECMO)辅助抢救3条绿色通道,成立包含多科室的一体化胸痛中心管理委员会,建立抢救团队,分专科制定收治流程,确定主责科室。

如今,该院危急性胸痛的死亡率进一步降低,其中急性心肌梗死死亡率为0.6%(国内平均8%),A型主动脉夹层死亡率为7%(国内平均90%),肺栓塞死亡率为2%(国内平均30%)。ECMO团队收治患者数量增加,成功率稳步增长。

医疗服务更加同质可及

“大医院还应承担起优化医疗资源供给侧结构、下沉优质医疗资源、带动基层更好发展的任务,让基层老百姓对医疗服务有实实在在的满意度和获得感。”天津市胸科医院院长郭志刚说。

郭志刚介绍,2014年年底,天津市胸科医院成立天津市首家胸痛中心,目前已与天津市126家医疗机构、河北省5家医疗机构签订合作协议,初步建立起胸痛专科联盟。在联盟中,胸科医院实时指导社区医生进行心电图判读并出具心电诊断报告,增强基层对患者的紧急处置能力,并初步建立了转诊制度。此外,联盟还利用远程心电监测系统及时发现高危患者,让患者对社区更放心。

近几年,国家不断加大优质资源下沉力度,运用“组团式”援疆援藏、全国大型义诊活动周和对口支援等形式,把大医院的大专家送到边远地区的贫困老百姓身边,为基层医疗卫生机构发展建言献策,变“输血”为“造血”。

记者见到北京协和医院副院长韩丁时,他刚刚结束为期两年的“组团式”援藏工作回京。赴藏期间,援藏团队除了救治当地患者、带教当地医生外,还干了一件当地“想都不敢想”的事儿。“此前,西藏地区的医院没有法人独立地位和自主经营权,我们‘组团式’援藏专家就利用每次开会的机会,向自治区党委、政府和组织部建言献策,希望给受援的‘1+7’家医院松绑,简政放权。从2016年开始,这些医院的法人独立地位和自主经营权逐步落实,允许进行人事体制、薪酬分配、职称聘任等制度改革。”韩丁说,人权、财权的下放,给当地医院发展注入了无穷活力。他们在人才引进时有更大余地优中选优,绩效分配打破大锅饭,极大调动了员工积极性。

【改善医疗服务·三年观察】服务优化升级多点突围

改善医疗服务永无止境。未来,医疗服务优化升级将从哪些方面突围?业内外又有哪些建议?

服务技术“两手都要硬”

从2015年年底开始,北京协和医学院公共卫生学院院长刘远立教授带领团队,针对“进一步改善医疗服务行动计划”开展第三方评估。截至目前,该团队对全国31个省(区、市)的136家样本医院,已经开展两轮分别覆盖8万余人和9万余人的大型问卷调查。

两轮调查结果显示,当前我国大型三级公立医院门诊和住院患者的总体满意率分别保持在85%和95%以上。“无论是横向比较还是纵向比较,这个数值都不算低。”刘远立说,调查显示,影响患者总体满意度的主要因素有两个,地区差异和费用。

“调查中,可以明显看出患者对非医疗服务的期盼,这也折射出医院的确存在重技术、轻服务的问题。”刘远立说,对门诊患者而言,通过多种手段缩短就诊等候时间是最大期望;而在影响住院患者选择医院的最重要因素中,59.4%的被调查者选择的是“服务态度好”,选择“技术水平高”的为26.7%。住院患者满意度最低的依次是“护工服务”“医院膳食”和“住院费用”。“这也提示我们下一步深入开展改善医疗服务行动的重点所在。”

在国家卫生计生委医政医管局局长张宗久看来,改善医疗服务的目的是改变患者的长期生存质量、治疗的结局和治疗感受,因此必须有学科建设和技术进步作为支撑。改善医疗服务的首要环节是促进医学各学科技术的进步,另一个重要环节是对就诊流程的改造。“国外医疗服务体系中的预约诊疗、病人连续管理、一次注册识别终身进入等,都是非常值得借鉴的理念。”

在“行动计划”第一阶段,预约诊疗、日间手术、多学科联合诊疗等措施能够给患者带来有效获益,已经在临床上达成共识。“未来,我们将把这些举措固化为医院工作制度,增强医院对患者的‘回应度’,创新改进医疗服务模式,推动智慧医疗发展,加强人文关怀,持续提升人民群众获得感。”国家卫生计生委医政医管局有关工作人员说。

发展离不开信息化翅膀

第三方评估显示,“行动计划”开展以来,我国门诊患者的就医特征发生变化,预约挂号比例不断提高,其中网络预约挂号比例由2015年的20.10%升至2016年的30.54%。另一个明显变化是,通过网络预约挂号患者的满意率(88.85%)明显高于窗口挂号患者(85.57%),信息技术应用带来的服务体验改善逐步显现。

事实上,信息化发展不止给患者带来便捷,对医生亦如是。北京协和医院信息管理处常务副处长朱卫国说,写病历是医生的重要工作之一,但有调查显示,50%以上的住院医师每天写病历的时间超过4个小时。为了将医生还给患者,该院专门研发了医疗智能语音录入系统,并在全院病房和医技科室上线,该系统识别率达95%,大大提高了医生的工作效率。

“医疗行业需要认真考虑怎样才能赶上信息化发展的大趋势,让自身发展与时代相适应,只有这样,医疗服务的改善才能事半功倍。”山东省立医院院长秦成勇说。

腾讯公司微信事业群开放平台负责人顾海君说,公众平台里医疗服务经历了一个从无到有,从少到多的过程。从最开始的区域挂号平台提供广度的单纯挂号,到现在公立医院主动提供就医全流程的深度服务;从PC端官网到手机App,再到微信公众号、小程序,从一开始仅仅提供信息资讯到慢慢提供院内导航、出诊信息的公共服务,再到现在提供属于就诊人的服务信息,经历了一个非常大的转变。

要想更好地让医疗对接互联网,医院要有整体的规划和统筹,而技术问题就交给第三方,比如双向视频能力、实名验证能力、沟通工具等。“医院则需要对电子病历系统、预约挂号平台、检验信息系统等零散的信息化系统和应用进行集成管理,对不同厂家的系统和产品接入实行统一标准。医院还应将业务流程重新梳理、串联,这样才能与第三方平台进行快速而有效的对接,更方便地服务患者。”顾海君说。

国家卫生计生委医政医管局相关人员指出,智慧医疗未来应当为改善就医体验、提升医疗质量、保障医疗安全提供更多助力。比如,医疗机构和家庭医生通过互联网开具的处方,经审核后可以由第三方将药品配送到患者家中;可以应用“互联网+”技术探索建立智慧医联体,形成患者有序流动、医疗资源按需调配、医疗服务一体化的分级诊疗格局;还可以研究推广智能诊疗助手、智能装备,提升精准医疗能力等。

改善离不开改革

在改善医疗服务行动计划启动之初,一些医院曾经观望和议论,也曾出现过改善服务“劳民伤财”“背离医改”的声音。

“改善医疗服务行动的目标,是在群众安全、有效、便捷、明白就医上进行提升和改善。推进医改的目标,是缓解群众看病难、看病贵问题。从增强群众看病就医的获得感上来说,两者的目标一脉相承。”河南省人民医院院长顾建钦说,二者还互为因果:没有医改层面的资源整合,医疗服务的运行就会捉襟见肘、失去外在支撑;而没有改善医疗服务的努力,医改推进的成果就无法尽快让患者享受,其推进的实效就会大打折扣。

刘远立说,调研发现,无论是门诊患者还是住院患者,总费用和自付比例与满意度都呈负相关,说明费用水平和医疗保障程度对于患者的就医体验多么重要。“改善医疗服务也需要‘三医联动’。如果只有医院一家做改变,其他保障措施不联动,那改变带来的‘红利’必然会被稀释。”

“我院日间手术从2014年5月开始上线,但在运行过程中,日间手术患者术前发生的检查费用却报销不了,新模式提倡使用的短效、速效麻醉药、麻醉技术与先进监测设备,也往往没有纳入医保报销范围。我们希望尽快建立起适应日间手术发展的医保支付方式。”中国医科大学附属第一医院副院长孔垂泽说。

北京某医院信息管理处负责人说,今年该院已经实现了新农合患者的异地就医联网结算,民众的多年期盼变为现实。“如果将来能将医保账号绑定至患者手机,实现移动医保支付,会更加方便患者。”该负责人说,目前已有很多省份开通新农合异地结算,但很多患者并不知晓,如果患者在当地开具外出就诊证明时就能得到相关提醒或办好相关手续,将会有助于提高新农合异地结算的比例。

“相对于患者而言,医护人员的满意度要低很多。医护人员负荷过重、睡眠不足、缺乏健身、身心健康不佳的状况令人担忧,职业认同感也十分低。”刘远立说,医护人员是推动改善医疗服务的主体,从体制机制上切实做到善待医护人员,应成为下一轮行动一系列措施的重中之重。只有医护人员的满意,才能换来更多患者的满意和舒心。

【改善医疗服务·评论】为主动而为的改变点个赞

“进一步改善医疗服务行动计划”推行仅3年,却已经成为医疗卫生系统递向社会的一张“新名片”。在医改目标尚未完全达成、医患矛盾还没完全缓解的当下,整个医疗卫生系统想方设法为患者提供全员、全岗、全程的优质服务,改善患者看病体验,增进医患双方感情,这份主动和热情,是社会、民众、舆论为之齐声点赞的原因。

改善服务能力、优化服务体验,最需要的不是医疗机构大量人力物力的投入,而是服务提供者运用智慧、经验、心血,去做出一个又一个细节改进,这需要全行业一起来动脑筋、想办法,挖掘潜力、释放能力。

3年来,改善医疗服务实现了“行业总动员”,各个省市、各家医院、各间科室、各位医务人员纷纷结合自身特点,积极提升老百姓在医疗服务全领域、全周期的就医获得感,付出了巨大的心血和努力。必须指出的是,与患者只是一次性接触医疗系统不同,每天在医疗机构中工作的医务人员更加清楚哪些流程有待优化,哪些环节还需完善,正是他们的责任心、同理心,才把改变真正做进了老百姓的心坎里。此外,从结果上看,行动计划确实大幅提升了医疗服务效果和效率,老百姓看病更方便了,等候时间更短了,高效、贴心、细腻的服务成为潮流,而每一项改善结果的背后,无不凝聚着全系统和全体医务人员的智慧和经验。

另一方面,改善服务也是全系统重新检视和提升自身服务及管理能力的宝贵时机。许多医院通过流程梳理,针对问题点加以改造,让患者从入院到出院、从手术到康复的各个环节,都能愉快沟通、配合治疗、更快痊愈。这样一种秩序,有效拉近了医患感情、和谐了医患关系,为改革推进创造了良好环境和氛围。此外,全系统的改善和探索,也总结和提炼出不少提高服务能力、提升医疗效率、整合医疗资源的新模式和新理念,这也从整体上助推了医疗供给侧改革,让医疗系统更具服务社会和患者的能力与实力。

党的十九大之后,我国卫生与健康事业发展进入新时期,新时代、新形势下老百姓健康需求的变化,医改攻坚带来的医疗服务格局调整,互联网、大数据等新技术新潮流的涌现发展,必将为医疗服务提升优化释放出巨大空间。改善医疗服务依然在路上,需要全行业每一位从业者继续不断努力。

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