Empathize and let patients run to the hospital one less time

Source: Guangming Network - Guangming Daily

【Steady forward to open a new game】

Guangming Daily reporter Cui Xingyi Guangming Daily correspondent Han Dongye

"Now that the state has opened a direct settlement of medical insurance in different places, those of us who come to Beijing for the elderly with small children no longer have to toss across provinces because of the reimbursement of medical expenses." Recently, when Mr. Si, a 63-year-old retired elderly, was treated with medical treatment, he praised the off-site medical insurance settlement system. He came to Beijing from Shandong to take care of his daughter's children, and due to arrhythmia, he went to the Department of Cardiology of Beijing Tsinghua Changgeng Hospital affiliated to Tsinghua University near his home for hospitalization, and the convenient reimbursement system made Mr. Si no longer have to go back to Shandong to reimburse medical expenses.

When Mr. Si was hospitalized, his daughter was responsible for "running errands" and also praised a detailed post in the hospital.

In the medical building, the 5th to 13th floors are inpatient ward areas, each floor has two standardized wards, the first thing you see when you enter the ward is a spacious nurse station, not only a responsible nurse who responds at any time, but also a doctor on duty and a medical administrative service staff. "There is no need to run to the inpatient service center to queue, do not go out of the ward, you can complete the daily hospitalization fee payment through the self-service machine or medical service personnel, inquire about the hospitalization details, the most worry-free is to handle the discharge settlement, you can directly take the medical insurance card to leave the hospital, do not have to run again." Ms. Si said that the hospital has set up an additional post, so that patients and their families can wait less and run less errands, which is a real sense of medical treatment.

Ward medical affairs can be simply understood as the discharge settlement office, case room and other service positions are dispersed with the patient to the various inpatient wards, for the hospital, the discharge service staff settings are scattered, but from the patient side, it is a convenient existence.

"To achieve one-stop settlement, medical insurance review is a key point that needs to be overcome." Zhang Yan, head of the medical insurance office of Beijing Tsinghua Changgeng Hospital, introduced that the hospital will move the medical insurance audit operation from the post-discharge audit to the hospitalization review, and the medical insurance standardized management operation is empowered to the medical service personnel in each ward, "The medical administrative service personnel according to the system prompts, every two days the newly incurred hospitalization expenses are reviewed during the hospitalization, and the medical insurance office will review it again, and the problems will be adjusted in time to avoid the patient's waiting time when discharging and settling." ”

In this way, when the patient is discharged, he can go directly to the ward medical counter in the ward to handle the discharge procedures, realize real-time settlement, and at the same time get the diagnosis certificate, cost details, invoices and medical insurance cards, and the inpatient medical records can also be self-copied and mailed, changing the situation that medical insurance patients need to return to the hospital again after discharge. This measure has greatly facilitated patients seeking medical treatment across provinces, and has been rated as an advanced model of improving medical services by the National Health Commission.

In 2021, the National Health Commission and the State Administration of Traditional Chinese Medicine jointly issued the "Action to Promote the High-quality Development of Public Hospitals (2021-2025)", which mentions one of the four capacity improvement actions mentioned in it is the implementation of the patient experience improvement action to continuously improve medical services. In addition to the primary "medical services", the factors that affect the patient experience are often more effective.

To provide patients with the whole process of medical treatment to provide multi-channel service function, self-help, intelligence, reduce the service pressure of the medical frontline, while reducing the majority of patients waiting, running away trouble, Beijing Tsinghua Changgeng Hospital Laboratory Medicine Department joint information management department, management department, medical management department and other departments, through technology research and development, to achieve the mobile phone "Beijing Health Treasure" to obtain pdf version of the report function. "Think differently, optimize the process, and let patients run to the hospital one less time to improve the patient experience." Li Runqing, deputy director of the department of laboratory medicine at Beijing Tsinghua Changgeng Hospital, said.

"Creating a soft culture of sincere service is a powerful entry point to enhance the patient experience, empathy to increase the humanistic care settings, and improve the interaction temperature between patients, hospitals and doctors." Wang Kexia, deputy secretary of the Party Committee of Beijing Tsinghua Changgeng Hospital, introduced that the hospital has set up a team of volunteers and social workers, and volunteers from enthusiastic residents in surrounding communities have helped patients to do guidance and self-service guidance through the organization, training and management of the hospital, and truly help the hospital improve its service work from the perspective of the people. Social workers go into the wards and integrate into the medical team to provide social welfare and relief policy consultation, social resource linking and referral, counseling and support for psychosocial problems, and hospice care for cases or groups in need.

Guangming Daily ( 2022-01-12 04 edition)