利用智慧化管理平台实现患者护理服务体验的闭环管理
Using the Intelligent Management Platform to Achieve Closed-Loop Management of Patient Care Service Experience
张育红 1张玉侠 1陈潇 1韩彭飞 1陈建友 1杨春1
作者信息
- 1. 复旦大学附属中山医院 上海 200032
- 折叠
摘要
持续提升患者就医体验是进一步改善护理服务行动计划的目的.为破解传统患者体验调查方式存在的患者参与率低、问卷有效率低、测评结果无法及时反馈、测评数据无法充分利用等问题,基于技术接受模型理论和"以人为中心"的理念,设计和优化住院患者护理服务体验智慧化管理平台,通过患者体验测评短信自动触发、患者体验数据自动分析与反馈、针对性改进计划提交,实现了患者体验"测评-反馈-提升"闭环管理,改善了患者护理服务体验.
Abstract
Continuous improvement of the patient experience is the aim of the action plan to further improve care delivery.In order to solve the problems existing in traditional patient experience survey methods,such as low patient participation rate,low questionnaire efficiency,failure to timely feedback of evaluation results,and failure to fully and effectively utilize evaluation data,the study designed and optimized the functions of the intelligent management platform for patient care service experience based on the theory of technology acceptance model and the concept of people-oriented.Through automatic triggering of patient experience assessment text messages,automatic analysis and feedback of patient experience data,and submission of targeted improvement measures,closed-loop manage-ment of"assessment-feedback-improvement"of patient experience was realized,and patient nursing service expe-rience was improved.
关键词
患者体验/护理服务/智慧化管理/闭环管理/技术接受模型Key words
Patient Experience/Nursing Services/Intelligent Management/Closed-Loop Management/Technology Ac-ceptance Model引用本文复制引用
基金项目
上海市2022年度"科技创新行动计划"软科学研究项目(22692109400)
出版年
2024
NETL
NSTL
万方数据