医院数字化客户服务模式构建与规范化研究

发布时间：2018-01-22 19:49

本文关键词： 服务科学服务模式客户关系管理客户服务客户服务平台客户满意度　出处：《南京中医药大学》2014年博士论文　论文类型：学位论文

【摘要】：服务科学是一门新兴的科学领域,服务科学是一种通过整合不同学科的知识来提供服务的创新。2004年美国竞争力委员会将服务科学作为21世纪的美国国家创新战略之一重点提出。服务科学关注服务的创新、服务的模型、服务信息的共享、服务的流程化,服务像工厂流水线上的产品一样流程化、规范化制造同时关注个性化的融合。信息科学是服务科学化的工具,信息管理是服务潜能的挖掘。医院信息客户服务体系建设是服务科学领域的重要组成部分,也是服务科学理论与信息应用的结合。信息技术服务的规范化管理和服务系统的规范化建设是当前信息服务互联互通和信息服务健康发展的基础。传统的医院服务模式是“以医院为中心”的服务模式,服务手段简单粗糙,就诊流程繁琐,就诊服务效率低下,医院服务仅仅停留在就诊过程中……群众对医院满意度偏低,就诊服务过程人文体验差,优化医疗资源配置、有序引导就医、创新服务流程要求迫切。如何改变传统的医院服务模式,系统地来构建适应未来发展和群众需求的医院服务模式,切实提高医疗服务质量是许多医院管理者十分关心的问题。医院管理者如何基于服务科学理论,引入客户关系管理的理念,并使用现代信息技术推进医院客户服务体系构建,推进新型服务工程建设,促进服务的创新与发展,提高医疗服务质量,丰富医院服务科学体系,是现代医院服务模式构建不可回避的领域。随着信息技术发展与医院数字化水平的提高,各级医院逐步建立了电子病历与电子健康档案,医院具备了长期保存客户动态健康信息的能力,为客户提供终身服务成为可能。信息技术的进步,也打破了原有服务环节的诸多瓶颈,医疗服务“以病人为中心”的理念必将向“以客户为中心”过渡,数字化客户服务体系构建正逐渐成为医院信息化建设和服务创新的热点。本文研究服务科学在医院服务领域应用,研究通过数字化手段来提升医疗服务质量。重点引入“以客户为中心”的理念,研究数字化条件下医院客户服务体系构建模式,研究信息技术服务的规范化管理策略。研究的目的在于革新传统医院服务模式,利用医院数字化发展的先进成果与手段,以系统的视角,探索研究医院客户服务体系构建策略和整体解决方案,创新信息技术应用并为未来的信息技术服务规范化管理探索新路。通过数字化客户服务模式构建,实现医院客户关系管理和多元化的客户服务,提升医院服务水平,使患者得到更好地服务与关怀,在一定程度上解决看病难问题的同时,顺应时代发展的要求,更好地满足患者各方面的需求,为医院由“以病人为中心”向“以客户为中心”过渡提供条件和可行的完整系统的解决方案,促进信息化条件下客户服务工程建设的系统化、规范化、流程化,丰富医院服务科学研究,促进该领域的服务标准化与规范化探索。数字化条件下“以客户为中心”的医院客户服务模式有利于医院管理者加强医院客户关系管理,建立良好的客户沟通机制,并保持客户与医院之间良好关系,深入挖掘医院客户资源,对这些客户资源进行有效的管理,倾听医疗客户的呼声,针对客户不断变化的需求做出迅速而高效的反应；通过有效的客户关系管理体系,并以终身服务的理念,将医疗服务人群进一步向外沿拓展：医院数字化客户服务系统的功能设计是建立在充分解析医院服务流程存在的问题的基础上的,如预约挂号、预约诊疗、诊疗注意事项提醒、检验检查流程提醒、信息发布等功能,可以解决传统方式下无法解决的“看病难烦”的问题,让患者体验到更加方便、快加便捷、周到细致的服务；通过高效的预约诊疗与挂号服务,可以很好地合理分流患者、减少患者的等候时间、使医疗工作量也达到均衡的作用,从而对医疗资源有个很好地配置,提高其利用效率；对病人医疗前、中、后全过程的跟踪与服务,将医院的整体服务提升一个新的高度,患者的医疗服务感受也大大改善；将医院内部的信息系统与互联网、智能手机、iPAD等智能终端相结合,打破了时间和空间的限制,把医疗服务延伸到医院外,充分体现了主动关怀与主动医疗的理念：新型的医疗关怀服务与营销模式,体现信息技术与管理模式、服务模式创新相结合的创新,同时对提升医院品牌价值也有很大帮助。数字化条件下医院客户服务模式的构建和规范化管理探索涉及一系列服务信息系统和服务机构的建设以及相关服务内容、服务流程、服务模式、运行管理方式的规范建设探索。以系统化的视角、“以客户为中心”建立一体化开放性的综合信息服务体系和管理体系,构建功能强大、内容丰富、信息共享的工作流程,实现对传统医院服务流程的优化,对客户需求的快速响应建立相应的机制,为客户提供智能化、自动化、全方位、全过程、全周期的快速、便捷、周到的服务。该数字化客户服务模式主要包括数字化客户关系管理与服务平台、数字智能语音客户服务系统、病房视频互动客户服务系统、基于物联网的健康管理与服务系统、基于3G的无缝隙院前院后绿色急救系统、基于微信公众平台与APP的移动医疗系统的建立,以及包括分诊排队、自助服务、信息发布、支付管理和基于物联网的客户管理系统等在内的其他客户服务信息系统等的建立,还包括客户服务中心、门诊客户服务中心、住院部客户服务中心等服务机构的建立。这些信息技术服务系统通过信息平台实现统一注册、统一索引、统一通讯和统一交互,实现系统之间的互联互通和共享。数字化条件下医院客户服务模式通过深入的客户医疗服务需求分析、自动的服务推送机制、完善的客户服务流程、系统的信息服务软件平台、多元的客户服务机构,向客户提供不间断医疗服务,同时实现医院的社会和经济价值。本文在提出模式构建策略和规范管理的同时,进行了现场验证,取得了明显的成效。该研究的主要创新在于丰富了服务科学理论,发展了在医疗领域的服务科学、客户关系管理理论的研究和应用,在医院服务系统的建设方面提出了“以客户为中心”的系统的信息技术服务策略和信息平台为统领的信息共享交互策略,具有明显的推广应用价值。该服务模式的规范化建设管理思路也为未来有关部门制定医院客户信息技术服务相关建设管理指南提供了探索。
[Abstract]:Service science is an emerging field of science, science is a kind of service to provide services through the integration of different disciplines of knowledge innovation in.2004 US Competitiveness Council will serve as one of the twenty-first Century scientific innovation strategy is put forward. The focus of American service science focus on service innovation, service model, information sharing service, service process the process of service, the same as factory on the product line, standardized manufacturing also pay attention to the personalized integration. Information science is service scientific tools, information management is mining potential. The construction of customer service hospital information service system is an important part of service science, service is a combination of scientific theory and information application. Standardization of information technology services, standardized management and service system is the current information service interoperability and health information service The traditional mode of service. The hospital is the hospital as the center "service mode, service means is simple and rough, treatment process cumbersome, inefficient medical services, hospital services only stay in the treatment process. The masses of the hospital medical service satisfaction is low, the process of human experience, optimize the allocation of medical resources, medical orderly guide innovation, service process is an urgent requirement. How to change the traditional mode of hospital service system, to construct the hospital service mode of the future development and the needs of the masses, and effectively improve the quality of medical services is very concerned about many hospital managers. The hospital managers based on Service science theory, introducing the concept of customer relationship management, and the use of modern information technology to promote the construction of the hospital customer service system, promote the new service construction, promote innovation and development of services, improve the medical service The quality of hospital service, rich scientific system, the service mode of modern hospital construction can not be avoided. With the development of information technology and improve the level of digital hospital, hospitals have gradually established electronic medical records and electronic health records, the hospital has the ability of dynamic customer long-term preservation of health information, to provide life-long service possible. The progress of technology, but also broke the bottleneck of many original service sectors, the medical service of "patient-centered" concept will be "customer-centric" to transition to digital customer service system is becoming a hot topic of hospital information construction and service innovation. This research used in hospital service service science, through the research digital means to enhance the quality of medical service. The introduction of "customer centered" concept of customer focus, the hospital under Digital Condition Mode of service system construction, standardized management strategy of information technology services. The purpose of the study is to reform the traditional service mode of the hospital, and advanced results by means of digital hospital development, with the perspective of system, explore strategies and solutions on the construction of the hospital customer service system, innovative application of information technology and information technology service for future the management to explore a new path. Through the construction of digital hospital customer service model, customer relationship management and diversification of customer service, improve the level of hospital services, make patients get better service and care, solve difficult problems at the same time to a certain extent, conforming to the requirements of the times, to better meet the needs of patients for the hospital, from "take the patient as the center" to "solve center" transition conditions and provide feasible to customers for the complete system The case, to promote the construction of customer service system, engineering under the condition of information standardization, process standardization, abundant scientific research in the field of hospital services, promote the service standardization and exploration. Under the condition of digitized "take the customer as the center" of the hospital customer service mode is beneficial to the hospital managers to strengthen hospital customer relationship management, establish good customer communication mechanism, and maintain a good relationship between the client and the hospital, dig customer hospital resources, effective management of the client resources, listen to the voice of the customer to customer care, changing needs to make rapid and efficient reaction; through customer relationship management system effectively, and the concept of lifelong service the medical service, will further expand outward along the crowd: the functional design of digital hospital customer service system is to establish a service in the full analytic process of hospital Based on the problems, such as appointment registration, reservation, and precautions to remind the inspection process to remind function information, can solve the traditional way to solve the difficult problem of trouble ", allows patients to experience a more convenient, fast and convenient, thoughtful and meticulous service through efficient; reservation and registration service, can well reasonable triage patients, reduce patient waiting time, medical workload is balanced, so there is a good allocation of medical resources, improve the utilization efficiency; for patient care before and after the whole process of tracking and service, the whole hospital service upgrade to a new height, the patient's medical service experience is greatly improved; the hospital internal information system and the Internet, intelligent mobile phone, iPAD and other intelligent terminal combination, break the limits of time and space, the The medical service to the hospital, fully embodies the active care and active medical concept: medical care service and marketing mode, reflect the information technology and management mode, innovative service model innovation combination, but also are of great help to improve hospital brand value. The construction of hospital customer service mode and the digital condition to explore the construction of standardized management involves a series of service information systems and services and related service content, service process, service mode, explore the way of operation and management of standard construction. Based on a systematic perspective, the "customer-centric" to establish an integrated open integrated information service system and management system, build a powerful, content rich information sharing process, realize the optimization of the traditional hospital service flow, rapid response to customer needs to establish appropriate mechanisms, for the customer The user provides intelligent, automated, all-round, the whole process, the whole cycle of fast, convenient, and thoughtful service. The digital customer service model includes digital customer relationship management and service platform, digital intelligent voice interactive video ward customer service system, customer service system, health management and service system based on Internet of things, the front yard seamless 3G after hospital emergency green system based on the establishment of mobile medical system of WeChat public platform and based on APP, including queuing, self-service, information dissemination, and establish payment management based on IOT customer management system, customer service information system, including customer service center the customer service center, outpatient, inpatient department to establish customer service center and other services. The information technology service system to achieve unified registration through the information platform, unified index Unified communications, unified and interactive, to achieve interoperability between systems and sharing. The hospital customer service model under digital condition through in-depth customer demand medical service analysis, automatic service push mechanism, perfect customer service process, information service software system, customer service of multiple agencies, to provide uninterrupted service to medical customers, while achieving the hospital's social and economic value. This paper puts forward the strategy and standardize the management of the construction mode at the same time, on-site verification, and achieved remarkable results. The main innovation of this study is to enrich the service science theory, developed in the field of medical service science, research and application of customer relationship management theory. The system in the construction of hospital service system put forward the "customer-centric" service strategy of information technology and information platform and information sharing The interaction strategy has obvious popularization and application value. The standardized construction and management idea of this service mode also provides an exploration for the relevant departments in the future to formulate related guidelines for construction and management of hospital information technology service.

【学位授予单位】：南京中医药大学
【学位级别】：博士
【学位授予年份】：2014
【分类号】：R197.3

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