线下自助服务(建档、挂号、缴费、预约检查化验体检、取报告、理赔)

wanghaisheng commented 5 years ago

http://www.doc88.com/p-7367012528227.html 提高住院患者自助缴费机的使用率

wanghaisheng commented 5 years ago

门诊患者自助就医系统使用情况调查分析 https://www.ixueshu.com/document/730c4d4ed8d262a6318947a18e7f9386.html#pdfpreview

wanghaisheng commented 5 years ago

我院医保患者自助服务系统的建设与实践 https://www.ixueshu.com/document/c0a558202d917602381c0aab81c124ec.html#pdfpreview

wanghaisheng commented 5 years ago

https://www.cn-healthcare.com/article/20161220/content-488186.html 医院有了自助机怎样让患者不继续往窗口挤？

wanghaisheng commented 5 years ago

http://xueshu.baidu.com/usercenter/paper/show?paperid=73b7364d9833f7221ae15530361631c8&site=xueshu_se

wanghaisheng commented 5 years ago

探索创建自助服务体系,提升患者就医感受 http://xueshu.baidu.com/usercenter/paper/show?paperid=29be84d4af3dd5251dfdac9ae8c67b89&site=xueshu_se

wanghaisheng commented 5 years ago

https://www.ixueshu.com/document/bd8b8d31a6a2db09cf5a342f4ab350c1.html#pdfpreview 中国医疗情景下患者就医感知价值指标构成与分类探索——基于浙江省台州医院的实证研究

wanghaisheng commented 5 years ago

https://s3.amazonaws.com/rdcms-himss/files/production/public/HIMSSorg/Content/files/DieboldHCSelfServicePositionPaper.pdf http://www.singaporehealthcaremanagement.sg/Programme/HealthcareMgmt/Documents/SHP_From%20Serve%20to%20Self-Serve%20(Michelle%20Low%20SHP).pdf

wanghaisheng commented 5 years ago

https://www.healthcarefacilitiestoday.com/posts/Self-service-technology-can-improve-customer-experience--8149 https://www.ehealthireland.ie/Library/Document-Library/Case-Studies/St-James-Hospital-Patient-Self-Service-Check-in.pdf

wanghaisheng commented 5 years ago

Patient Self Service HealthCare Kiosk

wanghaisheng commented 5 years ago

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6389701/ Understanding Customers’ Continuance Intentions Toward In-Lobby Self-Service Technologies

wanghaisheng commented 5 years ago

Self-service technologies in health-care: Exploring drivers for adoption https://www.sciencedirect.com/science/article/pii/S074756321830298X https://www.ixueshu.com/document/b11a8c5635d0c5d09e908a3c0d3d464d.html

wanghaisheng commented 5 years ago

探索创建自助服务体系,提升患者就医感受

wanghaisheng commented 5 years ago

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5546557/ Self-service technologies deployed in the health sector include multi-user health kiosks such as those for self-monitoring of blood pressure that are frequently located in pharmacies and grocery stores (Curran & Meuter, 2005; Meuter, Ostrom, Roundtree, & Bitner, 2000). Hospitals often deploy multi-user health kiosks to automate patient management services for admission, discharge, appointment scheduling, and patient check-in. They also leverage these technologies for the processing of co-payments, patient consent forms, and prescription refill requests, and for verification of insurance eligibility, often in different languages (Meuter, Ostrom, Roundtree, & Bitner, 2000; Soares et al., 2016).

Multi-user health kiosks present several P&S issues that need to be addressed The same characteristics that make these devices attractive for use in the self-service environment also render them vulnerable to P&S breaches (Günay, Erbuğ, Hekkert, & Herrera, 2014; Smith, 2008; Uhley, 2006). Owing to their quasi-portable and unattended nature, multi-user health kiosks are typically deployed in public places. This makes them susceptible to invasion of privacy by bystanders as well as intrusion attacks by malicious individuals for whom unsupervised access provides cover for launching repeated attempts to breach kiosk systems.

Most kiosk patrons do not need explicit IT or network privileges such as user names and passwords to initiate interaction with the kiosk. They instead use some form of generic log-on information, which makes it challenging for system administrators to manage or track user activities and protect against security threats. Kiosk users can also become victims of identity theft and fraud if they are oblivious to “shoulder surfing” by others while logging in or entering information (Ciampa, 2008; Craig, 2008; Kizza, 2013b; Smith, 2008; Uhley, 2006).

wanghaisheng commented 5 years ago

http://www.davidpublisher.org/Public/uploads/Contribute/573ab3cf04f19.pdf https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6172529/

wanghaisheng commented 5 years ago

https://businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/1860/PPM_EN_2007_03cont_Cengiz1.pdf

wanghaisheng commented 5 years ago

13_Pevec_Pisnik.pdf Microsoft Word - Pan pdf 2.pdf sjph-57-175.pdf Microsoft Word - 4-Perceived Value of Health Service The Conceptual Model.pdf

wanghaisheng commented 5 years ago

患者眼中的好医院

服务营销

7个维度32个指标

治疗效果

治疗效果/治愈率患者病情好转或治愈情况
就医周期患者治疗疾病所花时间
安全性患者感知到的就医安全风险
治疗合规性
规范标准化程度治疗流程的标准化程度
规范统一性医生是否严格按照统一标准治疗同一疾病
规范公开性患者是否知晓治疗规范
平均违规率医生违规操作情况
就医便利性
等待时间患者挂号、看病、打针、取药、抽血化验拍片、缴费等过程的平均排队时长
导医专业性患者能否从导医处快速获得合理帮助
流程易懂性就医流程是否让患者感到容易理解
流程合规性就医流程是否让患者感到简单方便
医院布局合理性医院布局是否让患者就诊更加方便

沟通性

沟通时间医生与患者沟通的时间次数
医生态度医生对待患者的态度包括形象、语气
护士态度护士对待患者的态度包括形象、语气
医生沟通能力医生与患者的沟通效果
诊疗方案沟通程度患者参与制定诊疗方案的程度
回访机制有效性患者感知的回放服务是否有用
舒适性
环境卫生整洁性医院是否干净整洁
门诊拥挤程度门诊区域患者是否过多
病房拥挤程度病房患者是否过多
私密性患者是否感到隐私得到保护
配套设施便利性停车场等配套设施是否让患者家属感到满意

价格

费用透明度患者是否知晓费用的每个明细项目
价格合理性患者感知的性价比
账单准确性账单是否让患者容易理解、准确无误
付费流程清晰度付费流程是否清晰简便

医院水平和形象

知名度医院品牌是否为更多人所知
美誉度医院是否受到广泛的好评
医生技术水平医生技术能力的高低
地域影响力患者的来源范围
设备先进性医院的硬件设备是否先进

wanghaisheng commented 5 years ago

results of prior research (9) have shown that both perceived service value and perceived service quality dimensions should be incorporated into customer satisfaction models to provide a more complete picture of the drivers of satisfaction.

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6172529/ we know that the concept of perceived service value is the concept around which revolve both the benefits, such as the most frequently described perceived service quality and reputation and the costs in the form of prices, both monetary and non-monetary. On the other hand, customer satisfaction with performed services and customer loyalty are the most researched consequences of perceived service value.

Zeithaml’s definition (22) states that the perceived service value is a ratio between what you gain and what you have to sacrifice for it. When possible, patients chose those healthcare providers they perceive as valuable (16). Numerous researchers (23, 24, 25) have claimed that the perceived service value set by a patient represents an overall assessment of a health service, which is based on patients’ perceptions of what was gained and what was invested. As the consequences of perceived service value for patients, various authors have listed (26, 27, 28) patients’ satisfaction and loyalty.

wanghaisheng commented 5 years ago

卡诺模型医院 http://xueshu.baidu.com/usercenter/paper/show?paperid=3f6fda6e85a51073694e3ae091858ae1&site=xueshu_se https://wenku.baidu.com/view/13e1ae1e964bcf84b9d57bb7.html http://xueshu.baidu.com/usercenter/paper/show?paperid=a2ebfcc4dcb2bb3e4c8a06cc51dea474&site=xueshu_se

能够预测用户满意度的一种方法——卡诺模型

http://www.woshipm.com/pmd/895913.html

wanghaisheng commented 5 years ago

顾客满意度指数模型 https://wenku.baidu.com/view/3cf22ab280c758f5f61fb7360b4c2e3f5727252e.html https://wenku.baidu.com/view/1ee942d149649b6648d7476b.html?sxts=1554625330214

wanghaisheng commented 5 years ago

http://dy.163.com/v2/article/detail/DQRRN3LG0511805E.html http://www.100ec.cn/detail--6449135.html https://www.jianshu.com/p/5d4626b4dce2?utm_campaign=haruki&utm_content=note&utm_medium=reader_share&utm_source=weibo [译]未来的客户忠诚度是无卡的（The future of customer loyalty is card free）

wanghaisheng commented 5 years ago

https://baike.1688.com/doc/view-d4437047.html 什么是Customer_perceived_value?

wanghaisheng commented 5 years ago