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 make patients' medical treatment smoother and faster, Yangling Demonstration Zone Hospital not only launched a multidisciplinary joint outpatient clinic (MDT), where patients can see multiple experts at the same time and enjoy the "one-stop" service with just one number, but also innovatively implemented the "two creations, one integration and five windows" convenient services, etc., to solve the difficulties, blockages and silt points in the process of patients' medical treatment, and open up the "last mile" of patients' medical treatment.
Multidisciplinary joint MDT outpatient clinic to bring patients a new experience of medical treatment
For patients, having to go back and forth several times to see a doctor may not solve the problem, or constantly having to travel between different departments due to the complexity of the condition, these have become "stumbling blocks" that hinder the patient's good medical experience, and may even miss the best time for treatment.
It all starts with the patient. On December 1, 2023, the Department of Respiratory and Critical Care Medicine applied for the participation of the Department of Thoracic Surgery, Magnetic Resonance Room, and Pathology Department of the Medical Department and the Outpatient Department, and invited experts from the Department of Respiratory and Critical Care Medicine of the First Affiliated Hospital of the Air Force Medical University and the Second Affiliated Hospital of Xi'an Jiaotong University to conduct multidisciplinary consultation and discussion for 3 cases of pulmonary nodules. After detailed analysis, the best diagnosis and treatment plan was formulated for the patient, and all 3 patients were effectively treated, and the patients and their families sighed, "Multidisciplinary consultation, let us no longer seek medical treatment!"
In order to allow patients to receive a more comprehensive and accurate treatment plan at one time, in December 2023, Yangling Demonstration District Hospital launched a multidisciplinary joint MDT outpatient clinic, which requires only one registration of multidisciplinary experts to gather for consultation to fight the disease together. "At present, the hospital has opened four multidisciplinary joint outpatient clinics: MDT clinic for pulmonary nodules, MDT clinic for thyroid nodules, MDT clinic for breast nodules, and MDT clinic for colorectal cancer. For those who have visited 3 specialties or have been treated in 1 specialty for more than 3 times and have not yet been diagnosed, or those who have a relatively clear diagnosis of the disease, but their condition involves multiple disciplines and requires coordinated diagnosis and treatment of multiple specialties, and patients with difficult and complex diseases referred by other hospitals, the patient shall voluntarily apply and meet the requirements of the consultation after review", the staff introduced.
Entrepreneurship and entrepreneurship, so that patients can run away less and do things better
Mr. Li was happy to have a noble son in Yangling Demonstration Zone Hospital, and when he went through the discharge procedures, he suddenly found that the cumbersome reimbursement procedures for combined treatment in the past were now completed in only three or five minutes. ”
It is reported that in the past, the medical certificate of birth of newborns in the hospital had to be handled in the four-story delivery room, the registration of newborns should be handled in the government affairs hall of the demonstration area, the registration of neonatal medical insurance should be handled in the medical insurance center of Yangling District, and patients should queue up at the specialist clinic to buy drugs for chronic diseases and issue relevant examination forms, and the reimbursement of chronic diseases should be settled in the medical insurance department...... In order to optimize medical services, Yangling Demonstration Zone Hospital has made every effort to create a new situation of "double creation", and has effectively improved the satisfaction and sense of access of the masses through innovative convenient service centers and innovative service mechanisms.
"The innovative service working mechanism is to implement the one-stop service of the convenient service center, provide convenient and fast convenient services for patients without holidays, and change the relevant procedures for patients from the original 'full hospital run' to 'one-stop'. The hospital has also set up a strong convenience service team to carry out convenience service work around the clock. "Staff introduction.
Integrate and optimize five service windows to provide fast service
Mr. Du, a patient from Zhouzhi, also felt the benefits of the "acceleration" of medical services.
"In the past, after I was hospitalized here, I had to print out the list of expenses and medical records, and then take them to the local joint therapy office of Zhouzhi to handle it, and it took several days to go back and forth, but now I can be reimbursed here after being discharged from the hospital, and the whole process takes less than half an hour. Mr. Du said happily.
In order to continuously optimize the service process, the hospital has set up functional service areas such as "Patient Service Department", "One-stop Settlement Hall" and "Convenient Service Center" with the goal of "running once", and has set up five service windows for convenient outpatient services, chronic disease reimbursement, comprehensive certificate handling, special services and daily affairs, providing "one-stop" and convenient services without holidays throughout the year.
It is reported that the convenience service center receives about 350 patients per day, and in addition, the hospital provides refined services, door-to-door diagnosis and treatment tracking services, and door-to-door vaccination for agricultural science and education experts, which has won unanimous praise from patients, agricultural science and education experts and all walks of life.
Huashang Daily reporter Wu Jie, editor Liu Xiang