本文關(guān)鍵詞： 服務(wù)科學(xué) 服務(wù)模式 客戶關(guān)系管理 客戶服務(wù) 客戶服務(wù)平臺 客戶滿意度　出處：《南京中醫(yī)藥大學(xué)》2014年博士論文　論文類型：學(xué)位論文

【摘要】：服務(wù)科學(xué)是一門新興的科學(xué)領(lǐng)域,服務(wù)科學(xué)是一種通過整合不同學(xué)科的知識來提供服務(wù)的創(chuàng)新。2004年美國競爭力委員會將服務(wù)科學(xué)作為21世紀(jì)的美國國家創(chuàng)新戰(zhàn)略之一重點(diǎn)提出。服務(wù)科學(xué)關(guān)注服務(wù)的創(chuàng)新、服務(wù)的模型、服務(wù)信息的共享、服務(wù)的流程化,服務(wù)像工廠流水線上的產(chǎn)品一樣流程化、規(guī)范化制造同時關(guān)注個性化的融合。信息科學(xué)是服務(wù)科學(xué)化的工具,信息管理是服務(wù)潛能的挖掘。醫(yī)院信息客戶服務(wù)體系建設(shè)是服務(wù)科學(xué)領(lǐng)域的重要組成部分,也是服務(wù)科學(xué)理論與信息應(yīng)用的結(jié)合。信息技術(shù)服務(wù)的規(guī)范化管理和服務(wù)系統(tǒng)的規(guī)范化建設(shè)是當(dāng)前信息服務(wù)互聯(lián)互通和信息服務(wù)健康發(fā)展的基礎(chǔ)。傳統(tǒng)的醫(yī)院服務(wù)模式是“以醫(yī)院為中心”的服務(wù)模式,服務(wù)手段簡單粗糙,就診流程繁瑣,就診服務(wù)效率低下,醫(yī)院服務(wù)僅僅停留在就診過程中……群眾對醫(yī)院滿意度偏低,就診服務(wù)過程人文體驗(yàn)差,優(yōu)化醫(yī)療資源配置、有序引導(dǎo)就醫(yī)、創(chuàng)新服務(wù)流程要求迫切。如何改變傳統(tǒng)的醫(yī)院服務(wù)模式,系統(tǒng)地來構(gòu)建適應(yīng)未來發(fā)展和群眾需求的醫(yī)院服務(wù)模式,切實(shí)提高醫(yī)療服務(wù)質(zhì)量是許多醫(yī)院管理者十分關(guān)心的問題。醫(yī)院管理者如何基于服務(wù)科學(xué)理論,引入客戶關(guān)系管理的理念,并使用現(xiàn)代信息技術(shù)推進(jìn)醫(yī)院客戶服務(wù)體系構(gòu)建,推進(jìn)新型服務(wù)工程建設(shè),促進(jìn)服務(wù)的創(chuàng)新與發(fā)展,提高醫(yī)療服務(wù)質(zhì)量,豐富醫(yī)院服務(wù)科學(xué)體系,是現(xiàn)代醫(yī)院服務(wù)模式構(gòu)建不可回避的領(lǐng)域。隨著信息技術(shù)發(fā)展與醫(yī)院數(shù)字化水平的提高,各級醫(yī)院逐步建立了電子病歷與電子健康檔案,醫(yī)院具備了長期保存客戶動態(tài)健康信息的能力,為客戶提供終身服務(wù)成為可能。信息技術(shù)的進(jìn)步,也打破了原有服務(wù)環(huán)節(jié)的諸多瓶頸,醫(yī)療服務(wù)“以病人為中心”的理念必將向“以客戶為中心”過渡,數(shù)字化客戶服務(wù)體系構(gòu)建正逐漸成為醫(yī)院信息化建設(shè)和服務(wù)創(chuàng)新的熱點(diǎn)。本文研究服務(wù)科學(xué)在醫(yī)院服務(wù)領(lǐng)域應(yīng)用,研究通過數(shù)字化手段來提升醫(yī)療服務(wù)質(zhì)量。重點(diǎn)引入“以客戶為中心”的理念,研究數(shù)字化條件下醫(yī)院客戶服務(wù)體系構(gòu)建模式,研究信息技術(shù)服務(wù)的規(guī)范化管理策略。研究的目的在于革新傳統(tǒng)醫(yī)院服務(wù)模式,利用醫(yī)院數(shù)字化發(fā)展的先進(jìn)成果與手段,以系統(tǒng)的視角,探索研究醫(yī)院客戶服務(wù)體系構(gòu)建策略和整體解決方案,創(chuàng)新信息技術(shù)應(yīng)用并為未來的信息技術(shù)服務(wù)規(guī)范化管理探索新路。通過數(shù)字化客戶服務(wù)模式構(gòu)建,實(shí)現(xiàn)醫(yī)院客戶關(guān)系管理和多元化的客戶服務(wù),提升醫(yī)院服務(wù)水平,使患者得到更好地服務(wù)與關(guān)懷,在一定程度上解決看病難問題的同時,順應(yīng)時代發(fā)展的要求,更好地滿足患者各方面的需求,為醫(yī)院由“以病人為中心”向“以客戶為中心”過渡提供條件和可行的完整系統(tǒng)的解決方案,促進(jìn)信息化條件下客戶服務(wù)工程建設(shè)的系統(tǒng)化、規(guī)范化、流程化,豐富醫(yī)院服務(wù)科學(xué)研究,促進(jìn)該領(lǐng)域的服務(wù)標(biāo)準(zhǔn)化與規(guī)范化探索。數(shù)字化條件下“以客戶為中心”的醫(yī)院客戶服務(wù)模式有利于醫(yī)院管理者加強(qiáng)醫(yī)院客戶關(guān)系管理,建立良好的客戶溝通機(jī)制,并保持客戶與醫(yī)院之間良好關(guān)系,深入挖掘醫(yī)院客戶資源,對這些客戶資源進(jìn)行有效的管理,傾聽醫(yī)療客戶的呼聲,針對客戶不斷變化的需求做出迅速而高效的反應(yīng)；通過有效的客戶關(guān)系管理體系,并以終身服務(wù)的理念,將醫(yī)療服務(wù)人群進(jìn)一步向外沿拓展：醫(yī)院數(shù)字化客戶服務(wù)系統(tǒng)的功能設(shè)計是建立在充分解析醫(yī)院服務(wù)流程存在的問題的基礎(chǔ)上的,如預(yù)約掛號、預(yù)約診療、診療注意事項(xiàng)提醒、檢驗(yàn)檢查流程提醒、信息發(fā)布等功能,可以解決傳統(tǒng)方式下無法解決的“看病難煩”的問題,讓患者體驗(yàn)到更加方便、快加便捷、周到細(xì)致的服務(wù)；通過高效的預(yù)約診療與掛號服務(wù),可以很好地合理分流患者、減少患者的等候時間、使醫(yī)療工作量也達(dá)到均衡的作用,從而對醫(yī)療資源有個很好地配置,提高其利用效率；對病人醫(yī)療前、中、后全過程的跟蹤與服務(wù),將醫(yī)院的整體服務(wù)提升一個新的高度,患者的醫(yī)療服務(wù)感受也大大改善；將醫(yī)院內(nèi)部的信息系統(tǒng)與互聯(lián)網(wǎng)、智能手機(jī)、iPAD等智能終端相結(jié)合,打破了時間和空間的限制,把醫(yī)療服務(wù)延伸到醫(yī)院外,充分體現(xiàn)了主動關(guān)懷與主動醫(yī)療的理念：新型的醫(yī)療關(guān)懷服務(wù)與營銷模式,體現(xiàn)信息技術(shù)與管理模式、服務(wù)模式創(chuàng)新相結(jié)合的創(chuàng)新,同時對提升醫(yī)院品牌價值也有很大幫助。數(shù)字化條件下醫(yī)院客戶服務(wù)模式的構(gòu)建和規(guī)范化管理探索涉及一系列服務(wù)信息系統(tǒng)和服務(wù)機(jī)構(gòu)的建設(shè)以及相關(guān)服務(wù)內(nèi)容、服務(wù)流程、服務(wù)模式、運(yùn)行管理方式的規(guī)范建設(shè)探索。以系統(tǒng)化的視角、“以客戶為中心”建立一體化開放性的綜合信息服務(wù)體系和管理體系,構(gòu)建功能強(qiáng)大、內(nèi)容豐富、信息共享的工作流程,實(shí)現(xiàn)對傳統(tǒng)醫(yī)院服務(wù)流程的優(yōu)化,對客戶需求的快速響應(yīng)建立相應(yīng)的機(jī)制,為客戶提供智能化、自動化、全方位、全過程、全周期的快速、便捷、周到的服務(wù)。該數(shù)字化客戶服務(wù)模式主要包括數(shù)字化客戶關(guān)系管理與服務(wù)平臺、數(shù)字智能語音客戶服務(wù)系統(tǒng)、病房視頻互動客戶服務(wù)系統(tǒng)、基于物聯(lián)網(wǎng)的健康管理與服務(wù)系統(tǒng)、基于3G的無縫隙院前院后綠色急救系統(tǒng)、基于微信公眾平臺與APP的移動醫(yī)療系統(tǒng)的建立,以及包括分診排隊(duì)、自助服務(wù)、信息發(fā)布、支付管理和基于物聯(lián)網(wǎng)的客戶管理系統(tǒng)等在內(nèi)的其他客戶服務(wù)信息系統(tǒng)等的建立,還包括客戶服務(wù)中心、門診客戶服務(wù)中心、住院部客戶服務(wù)中心等服務(wù)機(jī)構(gòu)的建立。這些信息技術(shù)服務(wù)系統(tǒng)通過信息平臺實(shí)現(xiàn)統(tǒng)一注冊、統(tǒng)一索引、統(tǒng)一通訊和統(tǒng)一交互,實(shí)現(xiàn)系統(tǒng)之間的互聯(lián)互通和共享。數(shù)字化條件下醫(yī)院客戶服務(wù)模式通過深入的客戶醫(yī)療服務(wù)需求分析、自動的服務(wù)推送機(jī)制、完善的客戶服務(wù)流程、系統(tǒng)的信息服務(wù)軟件平臺、多元的客戶服務(wù)機(jī)構(gòu),向客戶提供不間斷醫(yī)療服務(wù),同時實(shí)現(xiàn)醫(yī)院的社會和經(jīng)濟(jì)價值。本文在提出模式構(gòu)建策略和規(guī)范管理的同時,進(jìn)行了現(xiàn)場驗(yàn)證,取得了明顯的成效。該研究的主要創(chuàng)新在于豐富了服務(wù)科學(xué)理論,發(fā)展了在醫(yī)療領(lǐng)域的服務(wù)科學(xué)、客戶關(guān)系管理理論的研究和應(yīng)用,在醫(yī)院服務(wù)系統(tǒng)的建設(shè)方面提出了“以客戶為中心”的系統(tǒng)的信息技術(shù)服務(wù)策略和信息平臺為統(tǒng)領(lǐng)的信息共享交互策略,具有明顯的推廣應(yīng)用價值。該服務(wù)模式的規(guī)范化建設(shè)管理思路也為未來有關(guān)部門制定醫(yī)院客戶信息技術(shù)服務(wù)相關(guān)建設(shè)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.

【學(xué)位授予單位】：南京中醫(yī)藥大學(xué)
【學(xué)位級別】：博士
【學(xué)位授予年份】：2014
【分類號】：R197.3

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