The results of the 2021 outpatient satisfaction survey of public medical institutions in Shanghai was officially announced on the 23rd. More than 20,000 outpatient questionnaires show that in 2021, the overall satisfaction score of outpatients will average 4.76 points (out of 5), and the overall satisfaction rate will be 95.30%. Outpatients’ satisfaction with medical services will remain high.
The survey results show that in 2021, all hospitals in Shanghai will launch digital medical services, which will directly improve the satisfaction of patients seeing a doctor. The public medical institutions in Shanghai have actively participated in the digital transformation of “convenient medical services”, which has effectively improved the convenience and sense of access of the people in seeking medical services. In particular, outpatients make an appointment at home and pay for online registration with zero waiting, medical payment is “one thing”, payment based on credit, and the waiting time for outpatient appointments is shortened. time is significantly shortened.
Xue Di, a professor at the School of Public Health of Fudan University and the leader of the expert group, told reporters that in the survey, patients’ satisfaction with the total time spent in outpatient clinics has increased significantly, reaching 89%, a significant increase over previous years. Specifically, in 2021, 35.81% of outpatient visits will take less than 1 hour, an increase of about 3 percentage points from 2019, and 12.25% will have a total visit time of 3 hours or more, a decrease of about 5% from 2019. percent.
Shanghai public hospitals take a series of measures to bridge the digital divide (Photo courtesy of the interviewees issued by CCTV)
In response to the problem of digital divide among elderly patients, Shanghai public hospitals have taken a series of measures. For outpatients who cannot use the health code and/or itinerary code, they can register and enter the outpatient department with their ID cards. Guidance services for volunteers or medical staff when using equipment (self-service registration machines, self-service printers for inspection reports, electronic invoice printers, etc.). However, the survey found that in individual outpatient clinics, the elderly will feel that they want to receive better manual services.
Longhua Hospital Internet Hospital (Photo courtesy of the interviewees issued by China Central Broadcasting Corporation)
Shanghai Central Longhua Hospital Affiliated to Medical University, as one of the first batch of pilot TCM hospitals in Shanghai for “convenient medical treatment and digital transformation”, broke through geographical restrictions by developing Internet medical services. prescription”. Subsequently, the hospital continued to promote the innovation of big data and artificial intelligence application scenarios, so that the medical service broke through the traditional mode of visiting the hospital, making the distance between the hospital and the patient closer and the service more convenient.
Longhua Hospital actively promotes digital transformation (Photo courtesy of the interviewees issued by CCTV)
Xiao Zhen, Secretary of the Party Committee of Longhua Hospital Affiliated to Shanghai University of Traditional Chinese Medicine, said that due to the prevention and control of the epidemic, about 40% of the patients in Longhua Hospital are in other provinces and cities, and cannot go to Shanghai to enjoy high-quality medical services. In this regard, after Longhua Hospital conducts MDT remote consultation through the Internet hospital, the medical consortium uses Longhua Hospital’s Internet hospital platform system, and after receiving the consultation request, Longhua Hospital organizes experts from relevant departments to diagnose the condition. At the same time, through the Internet hospital cloud pharmacy, the hospital delivers the self-made preparations of Longhua Hospital to the patients through the drug logistics system, successfully realizing the convenient service of “easy on the hand and home-made preparations”.
“Using cloud technology, we can realize cloud appointments and cloud consultations. Traditional Chinese medicine emphasizes seeing, hearing, inquiring, and taking four diagnostic methods. Through the wearable technology “cloud diagnosis of pulse”, the patient’s pulse status can be sensed and the standard in the database. Corresponding pulse conditions, as well as the integration of past medical history and patient images or test data, generates diagnosis and treatment recommendations to help doctors conduct remote diagnosis and treatment, thereby optimizing the diagnosis and treatment process.” Xiao Zhen said.
Zhongshan Hospital always attaches great importance to the “toilet problem” (Photo courtesy of the interviewee issued by CCTV)
Toilet hygiene management is the foundation of hospital management and the epitome of the hospital’s overall hygiene environment. In recent years, in the public satisfaction score of public toilets in Shanghai hospitals, Zhongshan Hospital has always been at the top and has been recognized by the general public. Li Yun, deputy secretary of the Party Committee of Zhongshan Hospital Affiliated to Fudan University, said that the hospital attaches great importance to the “toilet problem” and has implemented a special campaign to clean and tidy toilets throughout the hospital. The “520 Toilet Special Group” was established. The team is equipped with professional tools such as high-pressure water guns, scrapers, disinfectants, small mops, and incense sprays. They arrive at work at 5 a.m. every morning. Before the hospital opens, they disinfect all toilets and clean toilets. Efficient circulation work to enhance the deficiencies of regular cleaning.
Taking into account the special needs of special groups, Zhongshan Hospital also provides facilities for the elderly, pregnant women, children and other special groups by setting up barrier-free toilets, racks, child safety seats, rescue call buttons and other facilities. Humanized service. The care is also reflected in the interior architectural planning. In the places that are prone to bumps in the toilet, the design of the rounded corners is now adopted.
The toilet experience is also an important part of the patient experience. “When patients come to the hospital, they feel the bright and clean environment and the humanized and high-quality warm-hearted service, which is the most direct experience for them in the hospital. Zhongshan Hospital has always adhered to the concept of ‘all for the patient’ and continuously improved the people’s medical treatment. to maintain the comfort of the people and safeguard the health rights and interests of the general public.” Li Yun said.