医疗服务在线点评:来自英美两国的经验与借鉴

随着互联网的快速发展,在线医疗服务点评网站的数量逐渐增加,越来越多的患者使用这些网站分享就诊经验,点评医疗服务的质量或给医生评分,以及搜寻更多关于医疗机构和医生的信息。本文选取了这一领域发展较快的英、美两国作为典型案例,并聚焦英国的NHS Choices和美国的Rate MDs、Healthgrades及Yelp网站,主要对其现状、组织、内容、特点、经验和问题分别进行总结与分析。当前,我国医疗服务在线点评方兴未艾,但相关政策和学术研究都很缺乏。本文在借鉴英美两国经验并结合中国国情的基础上,提出由政府主管部门或权威行业协会牵头,组建一个整合健康信息查询、检索及医疗服务点评功能于一体的大型综合性医疗卫生服务平台,通过科学、专业的组织架构对平台实施规范、有序的治理,将主观点评与客观指标、绩效评估相结合,以期提高医疗服务透明度和反应性,推动医疗服务质量提升。

Online review of medical services: Experiences from the UK and US and their implications to China

With the rapid development of Internet, the number of online medical service review websites has gradually increased, whereby more and more patients use those engines to share their experience in health treatment, discuss the quality of medical services or rate physicians, and make more researches on medical institutions and doctors just to detailed information on the remedies of their health cases. This paper selected the UK and US as typical cases of countries that have rapidly developed in this field, and focused on UK''s NHS Choices and the United States'' RateMDs, Healthgrades and Yelp websites. Their current status, organization structure, content, characteristics, experience and problems were analyzed and summarized. At present, China''s medical service online review is still in the ascendant, but the relevant policies and academic research are facing scarcity. Based on the situation in China and the experience from the UK and US, this paper proposed policy suggestions as follows: (1) Establishing a national comprehensive medical service platform led by the government or professional and competent association which integrates health information query, retrieval and medical service review functions. (2) Set up a scientific and professional organization structure for standardized and orderly governance. (3) Combining the subjective reviews with objective quality indicators. (4) Adopting performance evaluation, and so on. All of these concerns are proposed in order to improve the medical service transparency and responsiveness, and to promote the medical service quality improvement.