基于4M的全流程患者服务平台建设与应用探讨
Discussion on Construction and Application of Full Process Patient Service Platform Based on 4M
吴斌 1刘昱1
作者信息
摘要
目的 探索基于患者移动端覆盖诊前、诊中、诊后的智享就医患者服务平台,打造"服务找人"的智慧服务模式,提升患者就医体验.方法 基于中台思维,打造融业务、融数据、融状态、融运营"4M(Mixture)"体系的患者服务平台.基于"服务找人"理念主动监测和关注用户的行为,主动挖掘用户需求,识别用户就医场景,管理用户就医路径,构建"千人千面"用户画像,推送个性化服务内容.对诊前、诊中、诊后全周期医疗服务流程重塑,优化就医场景,精准化智慧服务.结果 平台目前累计注册用户账号 140 多万,日活跃用户达 8 万多,平台上线 1年微信消息推送替代短信的方式,累计减少短信1921万条.纸质报告打印占比下降至38.9%.结论 平台打造"服务找人"的智慧服务模式,对提升患者就医体验具有重要意义,可为其他医院提供参考.
Abstract
Objective To explore a patient service platform based on patients'mobile terminal covering pre-diagnosis,diagnosis and post-diagnosis,and create a smart service model of"service finders"to enhance patients'medical experience.Methods Based on the centralized thinking,we have built a patient service platform that integrates business,data,status,and operation into a"4M(Mixture)"system.Based on the concept of"service finders",we actively monitor and pay attention to users'behavior,actively explore users'needs,identify users'medical scenarios,manage users'paths to medical treatment,build a"one-thousand-people,one-thousand-faces"user profile,and push personalized service content.It reshapes the whole cycle of medical service process before,during and after consultation,optimizes the medical scene,and provides precise and intelligent services.Results The platform currently has a cumulative total of more than 1.4 million registered user accounts,with more than 80000 daily active users.The platform has been online for 1 year,and the WeChat message push alternative to SMS has reduced the total number of SMS messages by 19.21 million.The percentage of paper report printing has dropped to 38.9%.Conclusion The platform creates a smart service model of"service finders",which is of great significance to enhance patients'medical experience and can provide reference for other hospitals.
关键词
患者服务/智慧服务/人工智能Key words
Patient service/Smart service/Artificial intelligence引用本文复制引用
出版年
2024
NETL
NSTL
万方数据