服务供应链视角下急救流程研究

摘要

The emergency process was analyzed by Service Supply Chain (SSC). It showed that time, safety, integration and communication were main factors for evaluating emergency service quality. After re-planning the service process, information flow and logistics in emergency, it found the phenomenon of information barriers between pre-hospital and hospital emergency is very obviously. An Emergency Information Center (EIC) framework to strengthen the communication between pre-hospital and hospital emergency was established. The improved emergency process cut down the time before surgery by establishing a cross-function team. The EIC emphasized on communication and coordination between the various service sectors and improved the whole emergency service quality.%采用服务供应链的方法分析了我国当前的急救流程，研究指出急救术前时间、安全性、服务一体化和沟通水平是衡量医疗急救服务链质量的主要因素。通过对急救流程中服务流、信息流和标的物流的规划，发现院前急救和院内急救之间的“信息壁垒”现象突出，为此构建了急救信息中心框架，用于加强院前急救和院内急救的信息交互。改进后的急救流程进一步压缩了急救术前时间，注重各部门之间服务的交流和协调，从整体上提高了急救服务的质量。