foreword
If the medical service system starts the high-quality development stage in 2021, 2022 will be the beginning year of the high-quality development of Internet hospitals.
At present, the number of online medical users has exceeded 300 million, the number of Internet hospitals has exceeded 1,700, and the volume of Internet diagnosis and treatment services has continued to grow, especially during the epidemic in some provinces and cities. Under this trend, medical quality and safety are not only related to a certain platform or the operation of a certain platform, but also related to the professional image and development prospects of the industry as a whole.
In 2022, relevant management measures for Internet diagnosis and treatment and drug online sales will be promulgated, which will step on the brakes in time for the phenomenon that damages the professional image of the industry, and also leave room for the industry’s follow-up innovation practice.
Under the guidance of policies, how to build a medical quality system? It can be observed from multiple angles. Previously, there have been studies on the service quality evaluation of Internet hospitals based on the SERVERQUAL model and the standardized patient method. This report discusses how to improve the quality and safety of online medical care through surveys of 200+ doctors and interviews with 10+ key companies.
It is true that stricter quality requirements will affect the short-term interests of a small number of participants; however, in the long run, industry innovation based on medical quality and safety will have a broader market space and more sustainable growth momentum.
core point of view
1. The scale of users, the number of Internet hospitals, and the volume of services continue to grow. With the trend of industry penetration and influence expanding, it is imperative to strengthen quality construction and management.
2. The quality of the Internet medical platform has become an important criterion for doctors to choose a place of practice. To attract excellent doctors, it is necessary to start with the compliance and quality of the platform itself.
3. Substantial sunshine income and rich doctor tools can promote doctors to improve the quality of medical care, taking into account the quantity and quality of services.
4. A variety of objective factors may affect the quality of online medical care. Internet medical platforms need to eliminate adverse factors as much as possible from the aspects of patient reminders, patient guidance, and practical tools.
5. The quality construction system needs to be established from multiple dimensions such as process compliance, service continuity and result effectiveness.
6. The industry is optimizing the service results of online medical care through the implementation of standardized diagnosis and treatment and disease management paths and expert consensus.
7. Intensive organization and utilization of medical resources, continuous deepening of specialized disease services, technology application throughout key service links, etc., can all help improve medical quality.
8. The industry may fully return to the era of service charges, and the payer’s replacement will promote the further improvement of medical quality.
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