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国务院督查组暗访就医环节“堵点”:就诊卡多、反复挂号

2018年10月01日 13:45来源:网络整理手机版

  缓解看病难、看病繁是老百姓最关注的民生问题之一。日前,国务院大督查第一督查组在对国家卫生健康委进行实地督查时发现,医疗机构通过建立预约诊疗、检验检查结果互认等制度,百姓就医便捷程度有所改善,但就诊卡太多、需反复挂号、支付不畅等“堵点”仍然影响就医体验。

  为了解百姓就医的真实体验,国务院大督查第一督查组成员谢绝相关部门陪同,分成多个小组,乘地铁或出租车来到了北京协和医院、北京儿童医院、中国医学科学院阜外医院、复兴医院以及北京市展览路和月坛社区卫生服务中心。

  “您的号是怎么挂上的?难挂吗?”在北京协和医院,正在暗访的督查组成员与等待就诊的患者攀谈起来。通过与患者面对面的交流,督查组发现,多数患者认为“挂号难”有所改善,“通过预约挂号等方式,尽管很难挂到大专家的号,但副主任医师、主治医师的号还是可以挂到的”。

  群众向督查组成员反映,一些“小事”影响就医体验,造成“看病难”。

  “每到一家医院就诊,就要办一张就诊卡,钱包中最多的就是就诊卡。”有患者表示,不同地区、不同医院间的信息系统不能互联互通,“就诊卡多太烦人”。

  督查组了解到,虽然有关部门已经提出“鼓励有条件的省级行政区域实现患者就诊‘一卡通’”,但进展仍不理想。就诊卡的“各自为政”,不仅增加了患者持卡的不便,有的还导致了患者资金沉淀的情况。以北京儿童医院为例,该院使用的是院内就诊卡,尽管通过就诊卡的预存金功能及微信、支付宝等多种支付方式,缩短了患者非就诊等候时间,但有的患者考虑到下次还会来就诊,预存金不会取出,有时会出现找不到就诊卡重新办理的情况,出现资金沉淀。

  “反复挂号”是患者向督查组反映的另一个就医“堵点”。据了解,北京市推行医药分开综合改革,设立医事服务费,反复挂号问题却也随之出现。

  “原来外伤换药 10 次,只需要第一次挂号开换药处方,之后定期到医院换药就行;现在每次换药都要重新排队、重新挂号,很麻烦。”患者还指出,有时为提高治疗的精准性、延续性,想找同一医生复诊,但很多医院没有复诊预约制度,只能重新挂首诊医生的专家号,很长时间挂不上,增加很多不必要的麻烦,也不利于跟踪治疗。

  在医院的实地探访中,督查组成员注意到,移动支付已经非常普遍,为患者提供了便利。但多数医院还需要到缴费窗口先缴费,碰到医疗检查多,可能需要反复排队。还有的医院检查费或药费可以使用信用卡支付,但挂号费只能使用现金,令患者难以理解,板报网,特别是有的患者习惯了移动支付,没有携带现金,“支付不畅太急人”。

  “信息化设备不会用”,是部分老年患者遇到的就医难题。督查组在北京协和医院暗访时,有患者反映,自己今年 8 月 29 日因腹痛挂了急诊,复诊时却由于不识字,无法通过网络预约挂号,只能到医院挂号,跑了好几次始终未挂到号,最终在朋友的帮助下挂到了 9 月 12 日的专家号。

  针对以上“堵点”问题,督查组认为, 红桥区委员会,改善医疗服务应从“小事”做起。国家卫生健康委收到督查组的反馈后,正在抓紧制订整改措施,表示将在实施医疗服务改善行动计划时进一步开门征求意见,充分收集群众反映的就医难“小事”,不断增强群众的获得感和幸福感。

(责编:赵爽、朱一梵)

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