In order to further optimize medical services, improve patient experience, and continuously meet the growing needs of the people for a better life, this year, the National Health Commission and the State Administration of Traditional Chinese Medicine launched a nationwide theme activity to improve the experience of medical treatment and enhance the patient experience. In order to promote the practical results of the theme activities in our province, the Shaanxi Provincial Health Commission officially launched the 2023 recommendation and selection of typical cases of medical institutions in the province to improve the medical experience. From now on, Huashang Daily will open a news column of "Improving Medical Experience and Enhancing Patient Experience", selecting replicable and promotable measures to improve medical experience for special reports, fully exploring new medical service models with more scientific processes, more efficient services, more comfortable environments and more considerate attitudes, and helping to enhance people's sense of access, happiness and security in medical treatment.
In order to continuously improve the medical experience of the masses, we will continue to promote measures to facilitate and benefit the people. The First Hospital of Northwest University thinks about what patients think, and actively builds a new service model of "Internet + medical care" to expand the space and content of medical health. Through "Internet + Nursing Service", specialist nurses are allowed to enter the family and provide professional home care services for special groups with reduced mobility. In addition, in order to avoid the problem of repeated queues, the launch of the "one-stop window service" has also made medical services more warm.
"Internet + nursing service", enjoy the nursing service of a tertiary hospital without leaving home
Mr. Zhang (pseudonym), 71, has a history of lung infection, has been bedridden for a long time, and is completely unable to take care of himself. Since it cannot be eaten by mouth, it is completely dependent on a gastric tube for nutrition. Once, the old man accidentally pulled out the stomach tube, and it became a problem to eat and take medicine for a while. But it's too inconvenient to go to the hospital, which is very bad for the family. On the recommendation of a neighbor, Mr. Zhang's daughter made an appointment for a home care program on the official account of the First Hospital of Northwest University. Soon, head nurse Wang Jing, who was in charge of the door-to-door pipeline nursing service, saw the order and immediately got in touch with the family. After assessing the patient's general condition, the nurse of the pipeline team of the First Hospital of Northwest University rushed to the old man's home and successfully helped the old man to place a gastric tube. "Thank you so much, otherwise we really don't know what to do. The medical staff not only operated very professionally, but also told us in detail about the precautions for gastric tube care. Kudos to them. ”
In recent years, as the problems brought about by the aging of the population have become increasingly prominent, the social care pressure of the empty nest elderly and the elderly has become more and more intense. In particular, the elderly, disabled or semi-disabled with chronic diseases, in addition to basic life care, also need professional health management and medical care services, and the demand for home care services for the sick elderly has surged. In order to bring high-quality nursing into thousands of households, in November 2021, the First Hospital of Northwest University officially launched the "Internet + Nursing Service", which effectively combines nursing continuation services and high-quality nursing services, provides patients with full-cycle health care, and meets the growing demand for home care services of the people.
Wang Juanru, head nurse of the Department of General Surgery of the First Hospital of Northwest University, introduced that in order to achieve convenient medical treatment for special groups, "Internet + nursing service" relies on the Internet information technology platform and enables nurses of corresponding professional disciplines to enter the family and expand the field of nursing services through "online application and offline service". At present, 11 home care services such as wound care, urinary catheter care and PICC maintenance have been carried out. It not only saves medical resources, improves the accessibility of medical and health resources, but also saves the time for special patients to seek medical treatment, and greatly reduces the burden on caregivers.
"One-stop window service", so that patients do not run away and build a harmonious window service
In addition to extended nursing services, the First Hospital of Northwest University has also worked in-hospital treatment services, and has created a series of measures to reduce queues and run away for patients by creating a series of "one-stop window services".
Master Zhang (pseudonym) is a chronic disease patient who needs to come to the hospital for inpatient treatment every six months. In the past, family members were required to accompany each other to go through the admission and discharge procedures, and each person lined up in a queue to improve the efficiency of the process. This year, Master Zhang, who had just completed the discharge procedures, told reporters with relief, "It is too convenient to go through the admission procedures and discharge procedures now, and the payment and settlement of medical insurance are all in one window, and now I finally don't have to run back and forth." ”
Xie Ping, director of the Finance Department of the First Hospital of Northwest University, introduced that in order to assist patients to go through the admission and discharge settlement procedures in the simplest way and in the shortest time, so as to build a harmonious window environment. From the perspective of patients, the inpatient fee settlement window and the medical insurance settlement window of the First Hospital of Northwest University effectively understand the needs of patients and enable the "one-stop window service". That is, patients can complete the procedures of admission registration, medical insurance registration, prepayment payment, medical insurance settlement, discharge settlement, medical insurance policy consultation and other procedures in one window, avoiding the phenomenon of patients "queuing up many times and running back and forth". At the same time, in order to facilitate some patients who cannot go through the discharge procedures within the week, the First Hospital of Northwest University has extended the service to realize that patients can also go through the discharge settlement procedures normally on Saturdays and Sundays, which not only greatly saves the time of medical treatment, but also greatly improves the patient's medical experience.
Sun Xia, a reporter from Huashang Daily, and Liu Xiang, editor