Recently, Shenzhen, Guangdong and other places have launched the "credit medical treatment" model. The hospital information system automatically initiates "non-inductive payment" for the medical expenses incurred by residents in the process of seeking medical treatment. The medical insurance reimbursement part is settled in real time, and the personal self-payment part is paid in advance by the medical credit line. Patients do not need to make any payment operation in registration, examination, medicine collection and other links, thus avoiding the pain of repeatedly queuing for payment.
From day surgery to night outpatient service, from nurses to home delivery, from "fingertip registration" to "cloud image" … a new measure to improve medical services, so that patients can experience the convenience and comfort brought by service upgrade. At present, the people have a higher demand for health, not only to see a doctor and see a good doctor, but also to see a doctor more comfortably and provide more considerate services. In order to further solve the problem of people’s urgent need to see a doctor, the National Health and Wellness Commission requires that "patient-centered" should be applied to all aspects of medical services in three years, so as to improve the comfort, intelligence and digitalization of medical services as a whole and promote the formation of a modern Chinese medical service model with more scientific process, more continuous model, more efficient service, more comfortable environment and more considerate attitude. Medical institutions at all levels should make full use of new means, new technologies and new models to get through the difficulties of people’s medical treatment, so that the reform results of high-quality hospital development can benefit all people more and more fairly.
It is necessary to innovate ideas, serve forward and improve patients’ pre-diagnosis experience. For example, improve the appointment diagnosis and treatment system and use artificial intelligence to improve the accuracy of appointment diagnosis and treatment. Provide appointments with various channels and valid certificates, implement time-sharing appointments, and implement various appointment modes such as centralized appointment for inspection and inspection. Reasonably arrange the number source quantity according to the professional characteristics, and reserve enough time for doctor-patient communication. Promote a variety of appointment modes, such as inter-clinic, cross-disciplinary, follow-up, within the diagnosis and treatment team, and within the medical association. Second-and third-level hospitals open a certain proportion of sources to primary medical institutions, give play to the positive role of family doctors in making appointments for referrals and examinations, and improve service continuity. Explore the establishment of a pre-visit mode. For patients who have a clear diagnosis and are treated for the same disease, they can make an appointment for the examinations needed for the follow-up visit through the Internet diagnosis and treatment platform, the Internet hospital or the appointment diagnosis and treatment platform, and match the number source of the follow-up visit according to the results of the examination and inspection.
It is necessary to simplify the process, innovate the model and improve the outpatient experience. For example, further optimize the outpatient process design to shorten the patient’s detention time in the outpatient department. Compression of outpatient number, payment, printing reports and other links to shorten the waiting time of patients in outpatient service. Strengthen guidance, simplify the process that requires multiple outpatient clinics and nursing, and reduce disorderly flow. Provide a variety of payment channels, and explore the implementation of "pay for medical treatment first" and "pay for medical treatment once" on the premise of ensuring the safety of funds. Establish a "one-stop" outpatient service center to provide patients with services such as guidance, consultation, inspection and appointment, acceptance of complaints and suggestions, and rental of convenient equipment to help patients familiarize themselves with the medical treatment process. Improve the multidisciplinary diagnosis and treatment system, expand the specialties and diseases covered by multidisciplinary diagnosis and treatment, and provide multidisciplinary diagnosis and treatment services that "patients don’t move doctors". Set up new outpatient clinics such as anesthesia, pain and health management, and provide more abundant outpatient services.
It is necessary to provide continuous services, coordinate medical care and prevention, and improve the post-diagnosis experience of patients. For example, relying on medical associations to improve the continuity of medical services, taking urban medical groups and county medical associations with grid layout as carriers, optimizing medical service processes, unblocking two-way referral channels, sinking experts, outpatient number sources and inpatient bed resources, and providing integrated medical and health services for residents in the grid. Promote the sharing of medical information in medical associations and explore the establishment of smart medical associations. Establish patient follow-up files and follow-up plans, build a multi-channel intelligent follow-up platform based on patient service, provide patients with more scientific, convenient and professional out-of-hospital rehabilitation and continuous treatment, find potential problems in time through data analysis, provide a green channel for medical treatment, and provide better protection for patients after diagnosis.
Medicine is an organic combination of science and humanities. Exquisite medical technology and warm humanistic care are important components of high-quality medical services. There is no end to improving medical services. Only by continuous innovation can we better meet the people’s growing needs for a better life. It is hoped that medical institutions at all levels will be guided by patients’ needs, aim at effectively improving people’s feelings of seeing a doctor, optimize medical services, enhance patients’ experience, and continuously enhance people’s sense of gain, happiness and security in seeing a doctor. People’s Daily (September 8, 2023, 19th edition)