Poor medical experience and long waiting time? Multi-departmental joint activities to improve patients medical experience

In order to further optimize medical services and improve patient experience, the National Health and Medical Commission and the State Administration of Traditional Chinese Medicine have recently jointly carried out activities across the country to improve medical experience and patient experience, and issued a theme activity plan (2023-2025).

The plan puts forward 20 key tasks such as improving the appointment of diagnosis and treatment and shortening the waiting time for surgery. It strives to use "patient-centered" throughout all aspects of medical services in three years, and promotes a more scientific process and a more continuous model. , more efficient service, more comfortable environment, and more considerate Chinese-style modern medical service model.

Improve the appointment diagnosis and treatment system to shorten the waiting time before surgery

In terms of improving patients' pre-diagnosis experience, the "Plan" requires all localities to: improve the appointment system for diagnosis and treatment, provide multiple channels and multiple valid certificates for appointments, tertiary hospitals open a certain proportion of number sources to grassroots medical institutions, and implement real-name appointments , strengthen the management of withdrawals and missed appointments, and severely crack down on "account traffickers". Shorten the waiting time before surgery.

Flexible arrangement of outpatient hours to meet the needs of different groups

In terms of improving the outpatient experience of patients, the "Plan" requires all localities to: Re-engineer the outpatient process, shorten the process of outpatient number taking, payment, printing reports, etc., and shorten the waiting time of patients in the outpatient clinic. Simplify the process that requires multiple outpatient consultations and nursing care, reduce disorderly flow, and explore the implementation of "pay after diagnosis and treatment" and "pay once for one visit" on the premise of ensuring the safety of funds. Encourage qualified medical institutions to flexibly arrange outpatient hours based on actual conditions to meet the medical needs of people who go to work or go to school. For special groups such as the elderly, children, the disabled, pregnant women, etc., do a good job in making the treatment environment suitable for the elderly and barrier-free, and solve the "digital divide" that affects the treatment of elderly patients.

Improve 120 call positioning accuracy and shorten call response time

In terms of improving patients' emergency first aid experience, the "Plan" requires all localities to: improve the positioning accuracy of 120 calls and shorten the call response time. Second-level and above medical institutions should strengthen the construction of centers for chest pain, stroke, trauma, critically ill pregnant women, critically ill children and newborns, and establish a hierarchical treatment process according to the patient's condition, with "priority treatment and follow-up procedures" for emergency and critically ill patients.

Comprehensively promote data exchange and sharing to optimize the admission and discharge process

In terms of improving patients' hospitalization experience, the "Plan" requires all localities to: comprehensively promote the exchange and sharing of inspection results and related data, establish patient admission and discharge service centers in secondary and above hospitals, optimize the admission and discharge process, and provide admission procedures , medical insurance review, discharge settlement, inspection and test appointment, health education for discharged patients and other "one-stop" services. Promote the pre-settlement of hospitalization expenses, bedside settlement, and "discharge on the same day, settlement on the same day".

Provide scientific, convenient and professional out-of-hospital rehabilitation and continuous treatment

In terms of improving the post-diagnosis experience of patients, the "Plan" requires all localities to: unimpeded two-way referral channels, sink experts, outpatient number sources and inpatient bed resources, and build a multi-channel intelligent follow-up platform based on patient services as the core to provide patients with Provide more scientific, convenient and professional out-of-hospital rehabilitation and continuous treatment, and find potential problems in time through data analysis, and provide green channels for medical treatment, etc.