Had the self-service machine, why patients also to pile the window?

On December 18, 2016 session

Source: Beijing daily

Since the beginning of this city since the implementation of multi-channel make an appointment service, self-service machine is regarded as important measures of the hospital window "slow". Recently, the reporter visited found that 22 hospitals in the city already had 12 unified launched "Beijing medical expert" self-service machine. From traffic more six municipal hospital, self-service machine utilization rate is not high, the main reason is not patients learn can't, but in the "link" on the "payment" "guide" and other service process, for the convenience of "the last kilometer" remains to be finished.

"Wall"

First option to get window for "link"

9 when 30 points, tongren hospital outpatient service building hall on the west, a layer of seven JianKa registered payment comprehensive window each row for more than 20 people. In addition to the pay cost, build Beijing first clinic associated health insurance card or medical card, Beijing medical card is the main demand of patients.

A person to see a big ye see "registered with self-service machine" warm prompt, to the self-service machine. Register a patient in front of the self-service machine available for 3 minutes, after big ye insert medicare card, the screen showed the card has not yet completed the "link". DaoYi researchers told a big ye, "is this your first time to see a doctor? Have to go to under the window." Uncle zhang had to row into the window.

Tongren hospital in a prominent location in the main floor has a tip: clinic patients need to charge for the first time window associated medical card, medicare card or Beijing to see a doctor. Reporter then in chaoyang hospital, friendship hospital, xuanwu hospital has seen similar tips.

"Association" is equal to the archivist files, is the act of a health insurance card or Beijing medical patients pass for the first time went to a hospital, need to "check-in registration" of the hospital information system. In this link, the need for the first time to the hospital medical hospital patients inputting some health insurance card and Beijing tong card but no needed information in the process of diagnosis and treatment.

At present, each hospital has the "check registration" link. Recently, the reporter understands, xiehe hospital your own custom multi-function self-service machine has opened JianKa 15, correlation and capture to expend function, without having to go back to the window.

Low response:

City hospital authority officials: at present, the associated link also can only be done by artificial on Windows. We have to focus on the patients for this link to realize self-help service demand, in the next step will also organize health care, health statistics and information technology experts for feasibility study.

"Point" 2

The self-service machine can't do payment business

15, when the children's hospital affiliated to the capital ErYanSuo, outpatient service hall crowded. Capture to expend and get medicine window distribution on both sides of the hall, due to the line number is more, on both sides of the cross. "Price/payment" special window up to 11, but each window in front of the queue number still in about 30 people, added up to about 300 people.

"So many people is very difficult to row! Children still feeling take? There are other places you can make money?" A mother saw her child in her arms the scene, be anxious to ask DaoYi personnel. "These are special payment window, you wait patiently." DaoYi personnel can such comfort parents in line.

Within one hour of time, distribution at the entrance to the hall two 14 self-service machine has been someone to stop, but not more than five people queue number of most. According to the reporter, the self-service machine left out the main reason is that can't do payment business. Self-service machine screen page font clear, simple operation, can be divided into registered number, number, payment, prepaid phone, 5 function modules. But pay cost function module appears grey, click is invalid, in a state is not available.

Tongren hospital, including ErYanSuo, xuanwu, chaoyang hospital, friendship hospital, hospital millennium monument, etc. 12 is equipped with "Beijing medical expert" self-service machine city hospital, there is no open function of the payment.

Low response:

City hospital authority officials: to meet the needs of patients with primary, self-service machine registration, take number, prepaid phone functions have been opened. Because of pay cost function involving different hospital, department and diagnosis and treatment projects, informatization construction is in preparing. 2017, self-service machine pay cost function will be heading for deployment in each city hospital, please be patient to wait.

"Plugging point"

DaoYi volunteers without a guide

"Guardian angel" DaoYi volunteers is the municipal hospital authority to promote the orderly implementation of projects, the purpose is to attract social forces to the hospital for patients with senile patients, not familiar with phone and Internet booking volunteer. But recently there are patients reflect to our newspaper, individual volunteer's attitude is not positive, affect the overall service level.

When the reporter recently visited xuanwu hospital outpatient service building, 13 20 points are in clinic peak. Outpatient service hall has 22 self-help machine, perhaps because the utilization rate is not high, there are 7 self-service machine is closed. Near the remaining 15 normal running of the self-service machine, have QiBaWei DaoYi volunteers. Reporter discovery, not active, some volunteers to provide services, not in the chat, is to play a mobile phone.

In fact, for many patients, the self-service machine is still a new thing, in the hospital, they prefer to choose their own familiar with the window of the queue. Therefore, this needs volunteers more guidance, let patients know the self-service machine, can accept self-service.

Reporters at the millennium monument hospital see is a different scenario. DaoYi volunteers and security guards will take the initiative to ask in the window line up of the patients have what demand, and guide them to use self-service machine, take the number, registered prepaid phone. In chaoyang hospital outpatient service hall, large screen in the loop for the hospital homemade self-service machine operation video demonstration, be clear at a glance. DaoYi volunteers were also in the service stage, concentrated teach old man WeChat mobile phone to make an appointment.

Low response:

City hospital authority officials: "guardian angel" DaoYi volunteer for two years for city hospital patients and doctor order made a great contribution. We will also be a volunteer work recently, sum up the experiences of service and the patient needs, it will also strengthen the training and management, constantly improve the method of volunteer service, increase service initiative. (reporter Wang Dan)