一体化医疗卫生服务体系评价框架研究

目的:建立一体化医疗卫生服务体系评价框架,为进一步构建相应的评价指标体系提供依据。方法:综合运用系统综述法、主题框架分析法及专家咨询法筛选、构建和完善一体化医疗卫生服务体系评价框架。结果:最终确定的一体化医疗卫生服务体系评价框架包括制度一体化、组织一体化、专业一体化、服务一体化4个一级指标和25个相应的二级指标。结论:本研究构建的一体化医疗卫生服务体系评价框架相关指标具有较强的有效性和必要性,为进一步开发相应的评价指标体系奠定了较好的基础。     

Quality and customers: A planning approach to the future of mental health services in a health maintenance organization

Mental health service delivery is both a health care and business arrangement, and is accordingly impacted by national changes in both areas. HMO mental health services in the current health reform zeitgeist are being called on to provide more efficient, comprehensive integrated care. A planning effort is presented which is organized around (1) a quality improvement effort aimed at understanding who are the “customers” (patient, medical community, mental health staff, and client employer) and what they need and (2) coordination and integration with the HMO larger organizational plan and efforts. The unique benefits of staff model HMOs are discussed relative to mental health service.     

The development of a quality information system: a case study of Mexico.

One of the primary obstacles in the implementation of continuous quality improvement (CQI) programmes in developing countries is the lack of timely and appropriate information for decentralized decision-making. The integrated quality information system (QIS) described herein demonstrates Mexico's unique effort to package four separate, yet mutually reinforcing, tools for the generation and use of quality-related information at all levels of the Mexican national health care system. The QIS is one element of the continuous quality improvement programme administered by the Secretariat of Health in Mexico. Mexico's QIS was designed to be flexible and capable of adapting to local needs, while at the same time allowing for the standardization of health care quality assurance indicators, and subsequent ability to measure and compare the quality performance of health facilities nationwide. The flexibility of the system extends to permit the optimal use of available data by health care managers at all levels of the health care system, as well as the generation of new information in important areas often neglected in more traditional information systems. Mexico's QIS consists of four integrated components: 1) a set of client and provider surveys, to assess specific issues in the quality of health services delivered; 2) client and provider national satisfaction surveys; 3) a sentinel health events strategy; and 4) a national Comparative Performance Evaluation System, for use by the Secretariate of Health for the quality assessment of state and provincial health care services (internal benchmarking). The QIS represents another step in Mexico's ongoing effort to use data for effective decision-making in the planning, monitoring and evaluation of services delivered by the national health care system. The design and application of Mexico's QIS provides a model for decentralized decision-making that could prove useful for developing countries, where the effective use of quality indicators is often limited. Further, the system could serve as a mechanism for motivating positive change in the way information is collected and used in the process of ensuring high quality health care service delivery.     

国家基本公共卫生服务项目实施进展及公平性

目的：分析国家基本公共卫生服务项目实施进展与公平性,为项目持续发展提供参考。方法：在安徽、河南和重庆调查15个区县的所有社区卫生服务中心和乡镇卫生院,分析基本公共卫生筹资、人员配置和服务提供进展,并以基尼系数分析公平性改善情况。结果：基本公共卫生服务经费逐年提高,2011年人均筹资标准已超过25元／刖年;基层公共卫生人员数量有所增加,但人员配置相对不足且公平性有待提高;服务提供公平性有所改善,妇幼保健服务相对较好,高血压和糖尿病规范化管理明显改善。结论：基本公共卫生筹资可能存在“隐性不公平”,基层公卫人员配置相对不足,服务提供实效性有待提升。建议重视项目成本测算,加强基层人才队伍建设,合理确定服务项目,建立以质量为导向的绩效考核机制,创新基层公共卫生服务模式等。     

Negotiating and contracting in a managed care environment: considerations for practitioners.

The world of integrated service provider networks, managed care providers, and preferred provider systems requires clinical social workers to become skilled in business negotiations, with specific attention to contracting for services. This article focuses on the components of negotiating and successfully competing for contracts to gain access to and participate in provider networks for the delivery of mental health services. The authors identify critical elements involved in contracting for services from the perspective of social work practitioners who are now working with or who plan to work with managed care organizations. This pragmatic approach recognizes the controversial nature of social workers' relationship with managed care organizations and the ethical dilemmas that affect both the quality and quantity of client services.     

Service integration and co-ordination: a framework of approaches for the delivery of co-ordinated care to children with disabilities and their families

This article clarifies the nature of 'service integration' and 'service co-ordination' and discusses how these aspects relate to the fundamental goal of providing co-ordinated care for children with disabilities and their families. Based on a review of the service delivery literatures in the fields of health, social services and rehabilitation, a framework is presented that outlines the scope of the co-ordination-related functions and activities encompassed in three common types of approaches to the delivery of co-ordinated care. These are a system/sector-based service integration approach, an agency-based service integration approach and a client/family-based service co-ordination approach. The functions outlined in the framework include aggregate-level planning of services (designed to map out the scope and plan for service provision in a community or geographical area), administrative functions (designed to ensure wise and equitable access to resources) and client-specific service delivery functions (designed to link clients/families to needed services). The framework is a tool that can be used to support policy making and decision making with respect to the design of efforts to provide co-ordinated care. It provides information about commonly used approaches and the essential elements of these approaches, which can be used in making choices about the scope and nature of an approach towards service integration/co-ordination.     

社区卫生服务中心参与医养结合服务现状研究

目的:分析社区卫生服务中心通过不同方式参与医养结合服务的主要做法,为社区卫生服务中心参与医养结合服务提供建议。方法:采取目的抽样法,在东、中、西部各选取开展医养结合服务且具有代表性的上海市、武汉市、重庆市共6家社区卫生服务中心进行现场调查。运用主题框架分析法对资料进行分析。结果:调研地区社区卫生服务中心参与医养结合服务主要包括社区卫生服务中心参与居家养老、社区养老、养老机构养老以及社区卫生服务中心提供养老服务等。每个调研地区社区卫生服务中心参与不同种类医养结合服务的服务对象、主体、方式和内容均有所不同。目前社区卫生服务中心参与医养结合尚缺乏统一的行业标准,部门间仍需要进一步协同,社区卫生服务中心参与医养结合服务的程度有限。结论:顶层设计需要考虑到社区卫生服务中心辖区居民的需求以及机构服务能力,制定老年人统一照护需求评估标准,确定社区卫生服务中心提供服务的内容与对象,同时加强信息化建设,提高社区卫生服务中心的服务效率。     

Evaluation of an integrated service delivering post diagnostic care and support for people living with dementia and their families

Greater integration of health and social care services is considered vital to ensure sustainable long‐term quality provision for the growing numbers of people living with dementia and their families. Integration of services is at the heart of government policy in England. We evaluated a new integrated service for post diagnostic dementia care, funded as a pilot and delivered through a partnership of statutory and voluntary sector health and social care organisations. The service used an adapted Admiral Nursing service model with a workforce of Admiral Nurses (ANs) and Dementia Advisers (DAs). A mixed method approach was used to assess implementation and outcomes. It involved collection of service activity data, carer reported experience survey data, focus group discussions and interviews with the service delivery team, and the management group. Qualitative data was analysed using a framework approach. About 37.8% of the eligible population registered with the service over the 14‐month pilot period. The self‐referral route accounted for the majority of referrals, and had enabled those not currently receiving specialist dementia care to engage with the service. Carer satisfaction surveys indicated high levels of satisfaction with the service. The caseload management system offered specific benefits. Individual caseloads ensured continuity of care while the integrated structure facilitated seamless transfer between or shared working across AN and DA caseloads. The skill mix facilitated development of the DA role increasing their potential contribution to dementia care. Challenges included managing large workloads and agreeing responsibilities across the skill mix of staff. This model of fully integrated service offers a novel approach to address the problems of fragmented provision by enabling joined‐up working across health and social care.     

Use of a customer satisfaction survey by health care regulators: a tool for total quality management.

OBJECTIVES: To conduct a survey of health care providers to determine the quality of service provided by the staff of a regulatory agency; to collect information on provider needs and expectations; to identify perceived and potential problems that need improvement; and to make changes to improve regulatory services. METHODS: The authors surveyed health care providers using a customer satisfaction questionnaire developed in collaboration with a group of providers and a research consultant. The questionnaire contained 20 declarative statements that fell into six quality domains: proficiency, judgment, responsiveness, communication, accommodation, and relevance. A 10% level of dissatisfaction was used as the acceptable performance standard. RESULTS: The survey was mailed to 324 hospitals, nursing homes, home care agencies, hospices, ambulatory care centers, and health maintenance organizations. Fifty-six percent of provider agencies responded; more than half had written comments. The three highest levels of customer satisfaction were in courtesy of regulatory staff (90%), efficient use of onsite time (84%), and respect for provider employees (83%). The three lowest levels of satisfaction were in the judgment domain; only 44% felt that there was consistency among regulatory staff in the interpretation of regulations, only 45% felt that interpretations of regulations were flexible and reasonable, and only 49% felt that regulations were applied objectively. Nine of 20 quality indicators had dissatisfaction ratings of more than 10%; these were considered priorities for improvement. CONCLUSIONS: Responses to the survey identified a number of specific areas of concern; these findings are being incorporated into the continuous quality improvement program of the office.     

Multilevel analysis of the chronic care model and 5A services for treating tobacco use in urban primary care clinics

Objective. To examine the chronic care model (CCM) as a framework for improving provider delivery of 5A tobacco cessation services.
Methods. Cross-sectional surveys were used to obtain data from 497 health care providers in 60 primary care clinics serving low-income patients in New York City. A hierarchical generalized linear modeling approach to ordinal regression was used to estimate the probability of full 5A service delivery, adjusting for provider covariates and clustering effects. We examined associations between provider delivery of 5A services, clinic implementation of CCM elements tailored for treating tobacco use, and the degree of CCM integration in clinics.
Principal Findings. Providers practicing in clinics with enhanced delivery system design, clinical information systems, and self-management support for cessation were 2.04–5.62 times more likely to perform all 5A services (  p <.05). CCM integration in clinics was also positively associated with 5As delivery. Compared with none, implementation of one to six CCM elements corresponded with a 3.69–30.9 increased odds of providers delivering the full spectrum of 5As (  p <.01).
Conclusions. Findings suggest that the CCM facilitates provider adherence to the Public Health Service 5A clinical guideline. Achieving the full benefits of systems change may require synergistic adoption of all model components.     

美国责任保健组织的发展及启示

为提高卫生服务的质量和效率,关国在可支付保健法案框架下探索建立责任保健组织。本文综述了美国在建立责任保健组织过程中,卫生服务体系的整合形式、支付方式改革等主要做法,在保证医疗服务的连续性、实现资源和信息共享、促使供方主动参与、加强对医生管制等方面积累了经验,但发展责任保健组织也面临一些挑战,在机构规模、支付方式改革的全面推进、潜在垄断、患者归属和信息共享等方面存在一定问题。最后提出,在我国卫生服务体系整合的过程中,要使医疗服务机构成为整合主体和核心,建立相应的激励机制,平衡费用、质量和效率之间的关系,防止出现供方垄断,以及建立完善的信息系统等。     

Understanding inter-organizational trust among integrated care service provider networks: A perspective on organizational asymmetries

ObjectiveTo explore the factors that influence trust among the integrated healthcare service provider network in the context of seeking combined health and care services in the UK.Data sources/study settingPrimary data were collected from three regional integrated care service provider networks from March 2016 to October 2017.Study designExplorative qualitative study and inductive methods from emerging findings.Data collection/extraction methodsWe conducted qualitative semi-structured interviews in three care networks and collected organizational documents from local integration boards from 2016 to 2017. Thematic analysis was performed in three large care networks with hospital staff, local councils, integration boards, and community and voluntary organizations under the NHS England Better Care Fund.Principal findingsOur findings reveal that trust among integrated care service provider networks is influenced by the following factors on various asymmetries: 1) recognition and knowledge asymmetries among care service partners of each other’s skills, expertise and capabilities; 2) capacity and financial imbalances within the network; and 3) organizational differences in management, culture and attitudes toward change.ConclusionThere is a need to improve competence recognition and capacity imbalances and to foster open minds toward change within networks to build trust to overcome divisions and facilitate integrated services among health and care organizations.     

Integrating Hospice and Home Health Services

Two types of strategic factors promote the development of hospice-home health care alliances. Enabling factors include favorable reimbursement policies, acceptance of innovative and noninstitutional modes of health care delivery, and existing supportive infrastructures. Factors supporting alliances include similar types of patient needs, potential for sharing provider and administrative staff, joint referral networks, and common cost containment methodologies. A study of a multi-institutional arrangement between a hospice and a home health care program provided data on patient demographics, staff utilization, and programmatic costs. An analysis of these data showed surprising similarities between the programs. These findings support the continued efforts for service consolidation and integration.     

A Framework for Assessing the Performance of Integrated Health Delivery Systems

Competing demands for resources within the health care system require health care providers to ensure the most effective and efficient use of resources. The evidence from the United States, the United Kingdom and other jurisdictions suggests that integrated health delivery systems (IDS) may be a cost-effective way to meet the health care needs of a population. This article introduces a framework for use in monitoring and evaluating the performance of an integrated delivery system. The establishment of a consistently used evaluation framework for integrated delivery systems will provide the government, governing bodies and other evaluators with an effective assessment tool that will enable greater understanding of the impact of the IDS on the health care system. It will also provide information to enable ongoing performance improvements within the system.     

My health and theirs: clients constructing meanings for a health service programme for unemployed people

Health care research has been more interested in identifying reasons why people do not participate in health interventions than in trying to understand the reasons why they do. This study examined how unemployed people position themselves with regard to a new health service which was set up as part of an institutional strategy for delivering and enabling their access to health care. Positioning theory was used as a methodological framework to analyse participants’ responses to the novel health service. The focus was on two main issues: the way clients’ positions are established through discourse, and the range of factors that come into play in determining those positions. The analysis revealed six positions unemployed people use when encountering the studied service: the docile citizen, the rebel, the socially responsible citizen, the distinctive individual, the independent actor and the calculating client. These positions and associated discourses display the different sets of rights and duties of the client and simultaneously define the positions of the service. While illustrating how a health service engaged with the ideology of equality is integrated into the value framework of the clients, the findings contribute to the ongoing debate on need of particular health services for unemployed people.     

Everyone's business: developing an integrated model of care to respond to child abuse in a pediatric hospital setting

In pediatric hospitals, social work plays a central role in the prevention, identification, and management of child abuse. Children who are suspected of having been abused or neglected require an evaluation of their psychosocial situation. As an integral member of the health care team, the social worker is well placed to undertake comprehensive psychosocial assessments including information on the child's development, parental capacity, family, and community supports. Current practice approaches have seen a shift away from a narrow, "expert" approach to child protection. This article describes the development of an integrated model of social work service delivery to better respond to vulnerable and at-risk children in a pediatric hospital setting. Developing a new model of service required strategic planning, consultation, and endorsement from senior hospital management. The new model aimed to ensure a high quality, responsive social work service to children at risk of physical abuse, neglect, or cumulative harm. The change necessitated understanding of current research evidence, development of best practice guidelines, and effective communication with staff and external stakeholders. Policy development, implementation of practice guidelines, staff training, data collection, and service evaluation are described. The role of social work management and leadership were central in creating change. Visionary leadership is widely regarded as key to successful organizational change. The management approach included consultation with staff, building commitment to the need for change, addressing staff concerns, and providing a vision of enhanced client outcomes as a result of the change process. This article provides a candid overview of challenges and barriers to change. Change strategies described are easily transferable to other social work settings.     

Iowa Agricultural Health and Safety Service Project

A model community-based comprehensive agricultural occupational health and safety service program has been implemented in Iowa. The functional center of coordination is based in the College of Medicine at the University of Iowa. The community-based hub of the service is the community hospital, where the majority of the direct client services originate. The University provides training of hospital staff, programming, direction, consultation, and referral. The services offered include primary care, health surveillance, industrial hygiene and safety, and education. Through a detailed evaluation of the project's objectives we will be able to evaluate, modify, and disseminate a model agricultural health and safety services delivery program. This model should be effective in changing the farming population's health and safety attitudes and behaviors through a community-based program.     

Using information to guide managed behavioral health care

This evaluation of substance abuse and mental health treatment services in Arizona discusses and illustrates the use of data already collected by the State to manage and monitor the public behavioral health sector. The authors utilize a framework that focuses on rate-setting and financial incentives; provider profiling and education; and monitoring of data quality and system-wide performance. Information and analysis can contribute to key management activities and forces that guide behavior in the system toward optimal system performance. Using data from 33,208 Medicaid-covered and uninsured adults, service mix varied substantially by region; for example, spending on residential care ranged from 0% to 40% for substance abuse treatment clients. By focusing on a smaller group of client with functional assessments, it also appears that regional spending levels varied considerably, for reasons not explained by client demographics or clinical measures. Finally, longitudinal data show that the regional managed care organizations are moving in different directions with regard to client mix and spending priorities. All of this variation suggests that there may be considerable latitude to guide and improve system-wide performance.     

Rethinking quality in the context of persons with disability.

OBJECTIVE: To review the current health services literature related to quality of care for persons with disabilities and to highlight the need for a unique framework for conceptualizing quality and patient safety issues for this population. DESIGN: Drawing on quality measurement theory, we formulate a multi-dimensional model of quality of care for persons with disability. This model is then used to identify and summarize findings from existing health services research that relate to the quality, of care for persons with disability. STUDY SELECTION: We searched MEDLINE and other databases for primary research and review articles containing the phrases 'quality of care', 'patient safety', 'access', 'patient experience', and 'coordination of care' in conjunction with the words 'disability' or 'impairment'. RESULTS: A review of health services research suggests several potential issues in the areas of clinical quality, access, client experience, and coordination. Physical barriers, transportation, communication difficulties, and client and provider attitudes present barriers to receiving appropriate client-centered care. Communication difficulties between provider and client may increase risk for accidental injury and decrease the quality of the client experience. Frequent contact with the health care system and the complexity of an individual's situation also increase the risk of accidental injury. Coordination, the 'lubricant' that facilitates links for all areas of quality for a person with disability, presents the most significant opportunity for improvement, because multiple medical and social providers are typically involved in the care of individuals with disabling conditions. CONCLUSION: Health care providers need to embrace a multi-disciplinary approach to quality to meet the needs of persons with disabilities. Funders and purchasers need to provide flexibility in funding to enable a comprehensive primary care approach, while health service researchers need to adopt a broad view of quality to capture issues of importance for persons with disabilities.