预约诊疗服务信用度管理机制的探索与应用

基于互联网技术的预约诊疗服务系统为医患间搭建了快速医疗服务通道。患者作为预约诊疗服务的参与者与受益者，其诚信守约就诊行为将直接影响医院的预约服务质量及医疗资源的有效利用。本文通过挖掘患者预约诊疗服务的行为数据，分析退号、违约原因，及可能对预约诊疗服务造成的影响，提出建立预约诊疗服务用户信用积分管理体系。通过信用奖惩管理机制，培养患者守信意识，约束患者预约诊疗过程的不良行为，进一步提高医疗资源的利用率及预约服务质量，促进预约诊疗服务业务的健康发展。

An Exploration and Application of Credit Management Mechanism in Reservation Medical Services System

The reservation medical services system has set up a rapid channel of medical services between patients and physicians, which is based on Internet technology. Patients as the participants and beneficiaries who accept the medical services, their integrity for treatment will directly affect the quality of reservation service and the utilization of medical resources. By excavating the behavioral data of patients in reservation medical services system, this paper analyzed the factors and impacts of default to medical services industry, then proposed credit management mechanism in reservation medical services. Relying on credit rewards and punishment mechanism, patients’ credibility can be strengthened and the healthy development of reservation service could be promoted.