目的 优化完善社区慢性病医疗服务体系,构建多主体参与、资源整合的糖尿病社区医疗服务新模式。方法 从价值共创视角探索提出糖尿病社区医疗服务优化路径,以海宁市医疗机构为例并采用定量、定性研究相结合展开用户调查,借助用户旅程图挖掘用户痛点并进行需求提取,在此基础上将医疗服务场景划分为保健、就医、康复场景并完成系统功能转化和服务触点识别,进而对糖尿病社区医疗服务共创主体进行界定。通过开展设计工作坊论证多主体互动关系与内容,在梳理共创内在逻辑的基础上构建糖尿病社区医疗服务价值共创机制并提出对应的服务设计策略,进一步完善糖尿病社区医疗服务系统设计方案。结论 基于价值共创的糖尿病社区医疗服务设计促进资源整合和服务交换,有助于提升社区糖尿病管理能力、医疗服务质量及患者医疗体验与参与度,不仅为社区慢性病医疗服务模式创新提供研究思路和方法,而且为我国分级诊疗制度建设提供借鉴参考并拓展了价值共创理论的服务创新情境。
Abstract
The work aims to optimize and improve the community chronic disease medical service system, and to construct a new model of diabetes community medical services with multi-subject participation and resource integration. In conducting the research, the optimization path of diabetes community medical services was first explored and proposed from the perspective of value co-creation. With the medical institutions in Haining City as an example, the quantitative and qualitative research methods were combined to conduct user surveys. Then, user pain points were identified and needs were extracted by means of user journey maps. On this basis, the medical service scenarios were divided into health care, medical treatment, and rehabilitation scenarios, and the system function transformation and service touchpoint identification were completed. Subsequently, the co-creation subjects of diabetes community medical services were defined, and the interactive relationships and contents among multiple subjects were discussed through design workshops. On the basis of clarifying the internal logic of co-creation, the value co-creation mechanism of diabetes community medical services was constructed and corresponding service design strategies were proposed, and the system design plan of diabetes community medical services was further completed. Through the research, it is found that the diabetes community medical service design based on value co-creation promotes resource integration and service exchange, which is conducive to improving the community's diabetes management ability, medical service quality, and patients' medical experience and participation. It provides research ideas and methods for the innovation of community chronic disease medical service models, provides references for the construction of China's hierarchical medical systems, and expands the service innovation context of the value co-creation theory.
关键词
价值共创 /
糖尿病 /
社区 /
健康管理 /
服务系统
Key words
value co-creation /
diabetes /
community /
health management /
service systems
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基金
教育部产学合作协同育人项目2024年第一批次立项项目（231004643092731）; 教育部人文社会科学研究一般项目（20YJC760007）; 2023年海宁市社科研究规划课题
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