Large Data Medical Service: Practice the mass line with internet thinking

June 12, more than 20 citizens and the South China Sea District People's Congress, district committee members, well-known netizens and other soldiers divided into two ways, to participate in the doctor-patient role exchange experience, Health Village tour activities, and then participate in the exchange of experience, to enhance the level of medical services, improve the treatment process, etc.

This is the South China Sea district health System to solve the outstanding problems reflected by the masses, efforts to promote the harmonious relationship between doctors and patients as the core, in-depth development of the party's second batch of educational practice activities of the mass line another latest initiative.

In recent years, the South China Sea Health system from the perspective of patients, to build a wide range of communication channels between doctors and patients, including the president's mailbox, doctor-patient communication, hospital customer service department, doctor-patient exchange experience, free clinics and other traditional channels, as well as micro-bo, micro-letter and other new ways, so as to close the masses, listen to the views of all More detailed service.

And with this year's South China Sea began a taste of large data medical, the future of the doctor and patient interaction will be more frequent and convenient in the South China Sea, patients will enjoy the trend of personalized medical services. This is the beginning of the South China Sea health system to the big data management, with the Internet thinking innovation to improve the doctor-patient relationship.

Zhou Dongdong Chen Peiyan

Advance the service from the patient's point of view

An ordinary patient without any social resources, what kind of service will be served in the hospital of the South China Sea? At the end of May, the deputy dean of 15 public hospitals and the Chief of Operations Section of the South China Sea, by drawing lots, took the patient's identity to other hospitals for a medical experience.

Chen Zhenhua, deputy dean of the People's Hospital of Nanhai district, who experienced in the people's Hospital of the South China Sea Economic Development Zone, was impressed by the electronic and smooth medical treatment process in the Imperial kiln area. "Our two experience participants averaged no more than 30 minutes. ”

This makes Chen Zhenhua more firmly believe that, although the South China Sea People's hospital is far more than the hospital, but still can improve the information construction, to improve the efficiency of hospital operation, optimize the process of medical treatment. "We are upgrading the electronic queuing system, the doctor's prescription system and so on, reducing the workload of doctors and reducing patient waiting time." ”

Hospital cadres to another hospital experience, but the South China Sea health system from the patient point of view, in-depth line, thinking about how to improve the quality of their services one way. The director of Nanhai District Health Bureau said, "The hospital patient daily communication channels more and more diverse, in addition to the Dean mailbox, doctor-patient communication, hospital customer service department, doctor-patient exchange experience, free clinics and other traditional channels, but also including micro-BO, micro-letters and other interactive convenient new forms." ”

After hearing the patients ' reasonable demands, the hospitals will give feedback quickly and adjust their service. Take the South China Sea MCH Hospital as an example, the academy has a strong pediatric strength, a comprehensive set of specialties, and an average of 1300 visits per day. Every 10 o'clock in the evening, the pediatric Night shift Doctor is 3-4, 10 points-12 points for 1. "But the patient is dissatisfied, complained that after 10 o'clock the hospital waiting for a doctor to wait for a long time, so we in the evening between 10 o'clock to 12 to increase the number of a physician, the patient's complaints are short, doctor-patient relationship has improved." "The South China Sea maternal and childcare hospital Yi Dean said.

In the information age, the South China Sea Health system and patient interaction form also closely follow the trend, direct access to individual patients.

In recent years, the South China Sea Guardian Bureau in micro-blog set up a "South China Sea Health" official microblog, now fans have reached 137307 people. Since last month, the "South China Sea Health" micro-blog launched a six-month online micro-interview, a monthly health topic, "Network Inquiry, ask the answer." More than 80 questions have been received in the Downpayment, all of which are answered by specialists. This year, the South China Sea Guardian Bureau set up a public micro-letter platform, the public concerned about the "health of the South China Sea" micro-letter, you can enjoy the region-wide networking Hospital appointment registration, the South China Sea famous doctor referral, healthy living information push and other services.

In addition, the South China Sea Health Bureau has launched a grassroots, into the community's convenient services. In the first quarter of this year, hospitals carried out 15 free clinics to benefit the population.

Third-party assessment survey "customer Satisfaction"

June 6 9 o'clock in the morning, for the South China Sea hospitals in the "customer Satisfaction" third party evaluation of the company investigators Xiao Chen came to a hospital in the South China Sea registered, and to the Department of Respiratory treatment, all-round experience of the process. "Large hospital visits are too large, doctors are understaffed, and some department doctors see more than 100 patients a day, but the patient waiting time is still too long." ”

Since 2009, the South China Sea District Health Bureau has commissioned a third party professional organization to assess the public satisfaction of public hospitals in the district to find out the problems of medical service. From this year onwards, the "one-year inspection" will be added to the "three checks a year" and plans to implement a "quarterly inspection" from next year.

In addition to unannounced investigations, the investigation company will also focus on medical conditions, convenience, doctor-patient communication, technological level, medical ethics, medical fees and other public concerns of the 6 areas, the use of random sampling of the 21 hospitals in the outpatient, emergency and hospitalized patients in the questionnaire survey, and a number of patients to take a "one-to-one" interview. In addition, the investigation company will be subject to the consent of patients under the premise of accompany patients to experience parking, card, registration, doctor, take medicine and other medical links.

"The results of the third party assessment will be included in the overall assessment of the hospital," said Ye Chunqun, chief of the Health and Family Planning Bureau of the South China Sea District. At the same time, the third party to make the findings, the feedback to the hospital for improvement. ”

"In response to the comments and suggestions made by the third party organizations and patients, the medical units will carefully look up the outstanding problems in this unit." For example, if the degree of convenience satisfaction score is low, or can find out the window service level to be promoted, the window service and the waiting time of the doctor's visit process is longer, the staff service attitude is poor; if the masses are not satisfied with the medical environment, it is also needed to find out the hygienic and warm safety of the "The director of the South China Sea District Health Bureau said that employing a third party to investigate public satisfaction is an effective way to close the masses in the South China Sea, to further enhance the window service, to improve the medical environment, to improve the technical level and to strengthen the charge management."

Large-data medical treatment enhances physician-patient interaction

June 11 night in the South China Sea People's Hospital emergency room, both inside and outside are crowded with patients and family. The emergency room reached a maximum of 810 in 24 hours, at least to close to 400 people. But for the emergency department director doctor, the biggest pressure is not the heavy workload, but in the absence of historical diagnostic records, no film, no test sheet, and so on, in case of critical patients quickly and accurately make the diagnosis, the implementation of treatment.

This pressure is expected to ease as the South China Sea begins with a taste of large numbers of medical data. At the end of April, the "South China Sea District Citizen Health Archive Management platform" was opened. The platform integrates medical information resources from 142 medical institutions in the South China Sea, including 3 district hospitals, 12 street-level hospitals and 128 community health service sites. Members of the public who hold the South China Sea Medical card, Foshan Health card or national health card to any of the medical and health institutions, outpatient, hospitalization, medical imaging, examination and analysis, physical examination analysis, immunization, disease symptom monitoring, community outpatient, slow disease follow-up, such as medical resources, the second day after the doctor on this platform can be queried.

Public access to this platform, can see their own medical records, medication, various stages of health status and other information. With this information, emergency physicians can more comprehensively and quickly understand the patient's history, to help them judge the condition.

Through the data collection on the platform, doctors can provide intelligent medical treatment, specific application in clinical diagnosis, rational use of drugs and so on.

In the age of large data medical, the interaction between doctors and patients will be more and more convenient, patients will enjoy personalized medical services. Pan Yihui, an information technology engineer at the South China Sea, said that the South China Sea is now a family unit for every resident in the community to establish a "Health file for residents", file data from medical reports, etc., will be entered into the public health file management platform.

"The future citizens to the Community hospital, doctors through this platform, can quickly understand whether patients with diabetes, hypertension and other chronic diseases." For chronic patients, the Community hospital will be included in the slow disease management system, regular follow-up service to track their condition, to provide medical treatment and conditioning services, to establish a benign relationship between doctors and patients. "Pan Yihui said.

Introducing the professional organization strength to mediate the doctor-patient dispute

Six hospitals in Nanhai

Introduction of "medical social workers"

Featured Initiatives

The Medical society has a dispute, a professional medical union conciliation; the patient cannot afford the information. Social workers volunteer to help mobilize the community resources, poverty, leukemia, breast cancer and other patients can seek help from social workers for subsidies, and have their own mutual aid organizations; In the face of death, medical social workers also carry out hospice care; doctors and nurses working under high pressure and high strength , we can take part in the communication skills of the doctor-patient relationship organized by social workers and learn how to volunteer to help patients.

In the South China Sea, medical social workers have become an important force in keeping the health system close to the masses, improving the relationship between doctors and patients and helping more people to enjoy quality health care services.

From 4 years ago, the South China Sea "medical Social Workers" project in the South China Sea People's Hospital pilot, now there are 6 hospitals in South China Sea with professional medical social workers stationed in the service, all over the Dali, Gui Cheng, Dan Zao, Luo Cun, Xiqiao and other Town street, the initial establishment of the South China Sea coverage of the "district-town-Community Health Service Center" Medical Social workers service structure.

Turn back the time to September 2011, when the South China Sea district Health System opened the precedent, by the Government to the Third-party services to purchase comprehensive medical social work services, the GUI Cheng Government "Care Fund" project, Nanhai Guardian, Nanhai District People's Hospital jointly raise the start-up capital of 610,000 Yuan, To open a Social work service center in Guangzhou to purchase medical social work services, the South China Sea District People's Hospital as a pilot, the first time the professional social worker service into the medical and health system.

Since the trial, medical social workers have launched 6 project services in the South China Sea People's Hospital: "Medical Road Friendship" patient link Plan "," the childlike innocence has according to "the Pediatric resident plan," the medical road every star "the Volunteer development Plan," the Fine arts Shuang Xin "The care and attention plan, the" community of hospitals "happy Community Plan," the satisfying support "case caring plan and so on.

At present, in addition to the South China Sea People's Hospital, Ping Chau Hospital, Luo Cun Hospital, Dan Zao Hospital, Huang Qi Hospital, Xiqiao Hospital also have a professional medical social workers stationed. Several hospitals will be in the South China Sea Health Bureau unified deployment under the dislocation development, hope to use 2-3 years long-term medical social work project exploration. "Such as the Huang Qi Hospital, its obstetrics in all Foshan ranked second, the medical social workers of the hospital have been involved in the service from the first day of the consultation, so that the mothers can enjoy better services in the free course consultation, examination, childbirth, post-natal home visits, and so on, and in the hospital, the medical social workers mainly serve the children with severe disabilities and their parents, For them to link more social resources, psychological counseling for parents and so on. ”

This year, the South China Sea also plans to revise the first domestic medical social workers service standards, the medical social work projects of the organization, management, evaluation, finance, training, and so on through scientific methods to develop into a standard handbook for domestic medical social workers to further develop the system for reference.

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User Experience First

Building a harmonious

Doctor-patient relationship

A report published by the US market research firm ABI said: By 2016, the market for wireless Internet health services will reach $1.34 billion trillion, with 30 million mobile devices connected to a "medical LAN" in wireless networks, with 100 million wireless medical sensors to wear on people.

The sensors may be a heart tracker worn on the wrist, a blood pressure gauge placed on a belt, or a sleep-quality sensing band that is positioned on the body's pulse. They will perceive the patient's body temperature, heartbeat rhythm, pulse, sleep depth, blood pressure and oxygen levels in the body, which can generate various electronic reports and send it to the patient and family doctor's email address.

One of the effects of the combination of medical and Internet is that it makes the health information that belongs to the patient real to the patient, the patient can pay attention to his vital signs and health status anytime and anywhere. Medical "democratization of data", which has been used only in the hands of doctors, is now available to the general public. The interactive transparency of information has paved the cornerstone for improving the relationship between doctors and patients, and has laid a foreshadowing for the hospital to provide more refined services.

Look back to the South China Sea. April 29 this year, "Nanhai District Citizen Health Archive management platform" enabled. On this platform, the public can see their own in the South China Sea any medical and health institutions, left the outpatient, hospitalization, medical imaging, inspection analysis, immunization and other information. Zhu Minhua, deputy director of the South China Sea Guardian Bureau, said the platform will be gradually open to the public in three stages. In the first stage, after the platform is opened, the public can inquire about the health condition and the outpatient records; the second phase, from 2015 onwards, will achieve hospitalization information and some public health information open, since 2016, to achieve comprehensive and complete health archives open, including blood donation information, medical imaging information.

The disclosure of information to the public will not only increase the public's trust in the health care system, but also, as it is important, the public's personal electronic medical files, which will serve as a basis for doctors to provide intelligent services. In the future, it is not surprising that more personalized services will come to the public. The common point is to upgrade medical services, reduce medical disputes and improve the relationship between doctors and patients. To improve the relationship between doctors and patients is undoubtedly the most important of the mass line in the South China Sea Health system.

Carefully observe the measures to improve the relationship between doctors and patients in the South China Sea health system in recent years, whether it is the introduction of the "medical Social Workers" project, the opening of micro-BO micro-letter channels to smooth the communication mechanism between doctors and patients, or to build large data medical system, and so on, are from the "needles" place, starting from the concept of detail services, and constantly upgrade the patient experience.

And the "user experience" to the extreme, it is the core of the spirit of the Internet. The information age, after the South China Sea Health system and the Internet further integration, in one branch of medical data and another branch of data collision sparks, more details of services, personalized services will emerge.

Based on the idea of large data management and Internet technology, the South China Sea has gone on the new road of building a harmonious relationship between doctors and patients.

(Responsible editor: Mengyishan)