Guests discussed how to improve medical services: seeing a doctor is more comfortable and services are more considerate.
Group photo of guests
People’s Daily Online, Beijing, March 19 (Wang Xiaohua) This year’s government work report puts forward that "people-centered development ideas should be adhered to, and efforts should be made to safeguard and improve people’s livelihood, and the people’s sense of gain has been continuously enhanced." Since the first three-year "Action Plan for Further Improving Medical Services" was officially launched in 2015, hospitals at all levels have made positive achievements in innovating service measures and improving people’s medical experience in view of the "bottleneck" problem of medical treatment. With the launch of the new round of improving medical service plan, how to make "seeing a doctor more comfortable, providing more considerate services and increasing people’s sense of obtaining medical treatment"?
During the two sessions of the National People’s Congress in 2018, People’s Daily Online and People’s Health jointly organized a series of roundtable forums on "Healthy Chinese". In the special session of "Further Improving Medical Services" held on March 15th, five guests from government agencies and medical institutions gathered at People’s Daily Online to discuss the beneficial measures of "Further Improving Medical Services".
Innovating medical service mode and improving patients’ accessibility to medical treatment
Jiao Yahui, deputy director of the Medical Administration and Hospital Authority of the National Health and Family Planning Commission, said that after the expiration of the first three-year "Medical Service Improvement Plan", patients’ access and satisfaction were improved through the extensive application of information technology, improvement of service quality, acceleration of sinking of resources and continuous improvement of medical services.
Jiao Yahui introduced that since China launched the first three-year "Action Plan for Further Improving Medical Services" in 2015, the service process has been optimized by means of Internet informationization, which has alleviated the long-standing problem of "three long and one short" (long waiting time for medical treatment, long payment time, long time for taking medicine and short time for seeing a doctor). Through the innovative service model, the number of patients going to and from the hospital, repeated queuing in the hospital, the whole waiting time for outpatient service and the average length of stay were effectively reduced.
According to the data of 5.87 million valid questionnaires of real-time online satisfaction survey, the overall satisfaction of outpatients and inpatients in tertiary hospitals in China reached 90.7 points and 93.9 points; The analysis of 28.83 million pieces of information related to medical services on the Internet shows that netizens’ overall feelings about medical services are positive, which fully reflects the positive results achieved in improving medical services in the past three years.
Building emergency specialist alliance and opening up the "green channel" for emergency patients
Li Weimin, deputy to the National People’s Congress and president of west china hospital, said that this year, Huaxi Hospital will focus on optimizing the medical treatment mode and improving the satisfaction of emergency patients. At the same time, through the construction of emergency specialist alliance, the information triage before emergency admission can be realized, and the rescue and treatment resources can be dispatched in time, so as to truly open a green channel for emergency patients to check and be admitted to hospital.
Li Weimin introduced that since the establishment of the telemedicine network in West China Hospital in 2001, more than 640 hospitals in 20 provinces and cities across the country have joined the telemedicine network, providing telemedicine education and multidisciplinary joint consultation for difficult cases in remote areas and ethnic minority areas, which not only enables grassroots patients to get timely diagnosis and quality treatment programs, but also improves the local medical service level.
Take effective measures to promote the appointment and medical association system
Feng Guosheng, chairman of Beijing Chaoyang Hospital affiliated to Capital Medical University, introduced the effective measures taken by Beijing Chaoyang Hospital in improving medical services in recent years. He pointed out that in terms of appointment diagnosis and treatment, since 2012, Chaoyang Hospital has adopted various forms to carry out appointment registration services to facilitate patients to see a doctor. In the process of diagnosis and treatment, the appointment time, including the examination time, is accurate to 15 minutes, which greatly reduces the waiting time of patients in the hospital and obviously improves the medical environment.
In terms of vigorously developing the construction of medical associations, in 2012, Chaoyang Hospital established a medical association with Chaoyang Hospital as the core and secondary hospitals and community medical centers as participants under the guidance of the government. Through the standardized operation within the medical association, more patients with common diseases and chronic diseases can enjoy the high-quality medical resources of large hospitals at their doorsteps.
Feng Guosheng said that Chaoyang Hospital has also realized telemedicine through information technology, and further strengthened the innovation of outpatient services, such as setting up symptom clinics and special disease clinics to facilitate patients to seek medical treatment.
Extend the service to the grassroots level and let more children enjoy health.
Ni Xin, dean of Beijing Children’s Hospital affiliated to Capital Medical University, pointed out that Beijing Children’s Hospital has implemented a comprehensive appointment system for non-emergency patients since June 2015. Through a variety of ways, patients are guided and facilitated to make appointments and time-sharing visits, so that the waiting time of patients is shortened, the peak flow of outpatients is reduced, and the medical experience is significantly improved. These methods mainly include: dynamically adjusting staff and improving service space; Implement centralized appointment for large-scale examinations to reduce patients’ running back and forth; Increase voluntary service and improve the online and offline guidance system; Open professional outpatient service and expert team outpatient service to make the process of treating intractable diseases more convenient.
Ni Xin introduced that in order to facilitate children to seek medical treatment nearby, Beijing Children’s Hospital and Children’s Research Institute took the lead to promote the common development of pediatrics in 16 municipal general hospitals in Beijing. By hosting three children’s hospitals, the medical level of local hospitals has been further improved. Beijing Children’s Hospital and 23 provincial children’s hospitals across the country set up a cross-provincial specialist alliance to achieve the goal of "doctors move and patients don’t move". In the next step, we will use artificial intelligence to comprehensively improve the level of medical services, extend services to the grassroots, increase support for poor areas, and let more children enjoy health.
Carry out the comprehensive upgrade of information system for the construction of smart hospitals
Jiang Lihong, deputy to the National People’s Congress and president of the First People’s Hospital of Yunnan Province, said that in the past three years, the First People’s Hospital of Yunnan Province has actively implemented the improvement of medical services, mainly focusing on two themes, and has achieved certain results: First, the construction of smart hospitals. The hospital information system has been upgraded in an all-round way, and the people’s appointment registration rate has increased from about 30% to more than 91% after the new system goes online. The hospital implemented the one-card service, and invested in the construction of 126 self-service machines. Patients can register for ID cards or medical insurance cards.
The second is the construction of medical association and graded diagnosis and treatment. People in Yunnan Province, especially in mountainous areas, live in scattered areas, and fewer patients in Yunnan Province are transferred to other provinces for medical treatment. The demand for medical associations and graded diagnosis and treatment is more urgent. The First People’s Hospital of Yunnan Province and 215 state (city) and county hospitals in the province formed a medical association, and 3-5 specialists were selected from 33 state-level hospitals to form a specialist alliance. At the same time, 6 provincial-level expert grass-roots workstations and 66 secondary hospitals and community expert teams were set up to build a "joint laboratory for precision medicine and eugenics" with the hospitals in the medical association, forming a multi-level assistance mechanism such as hospitals, specialist alliances and expert teams.