Career clinic, can you alleviate the problem of medical treatment?

Visual China/Guangming Picture

The Jiangbei Hospital of Zhongda Hospital affiliated to Southeast University, volunteers accompanied the hearing impaired person, Lao Chen, registered for medical treatment. Xinhua News Agency

With the continuous rise in population aging and the number of young people living alone, the professional companion industry is quietly emerging. The occupation companion industry plays an active role at the patients, families, hospitals, and social levels, but there are still many problems such as low entry thresholds for employees, unknown borders of the main body and responsibility, irregular market and information asymmetry. In this regard, the professional companion industry specifications should be strengthened, consumer complaint report channels should be unblocked, the formation of industry autonomy, multiple measures to alleviate medical difficulties, and achieve comprehensive governance of the occupational accompanying industry.

In the future, with the continuous development of "Internet+Medical", the maturity of smart medical care, online consultation, and home consultation will greatly reduce the difficulty of citizens' consultations. Simple "running legs" as the main business companion service will also conform to the times in line Facing transformation.

Career clinic solution to medical needs

Professional accompaniment is to accompany the patient to the hospital to provide related services such as diagnosis and treatment, instead of queuing, receiving drugs, companionships, and traffic dining. The main customers are patients with independent medical treatment, including the elderly, pregnant women, disabled people, and solitary people. Among them, the elderly account for more than 60 %. The data shows that in the past year, 26,000 people have searched for keywords on "Diagnosis" on Taobao. More than 500 shops provided by e -commerce platforms such as Taobao, JD.com, and more than thousands of sales in some stores. There are also online platforms that provide dedicated services.

The quietly emerging occupation companion industry plays a role in patients, families, hospitals, and society.

In terms of patients, occupational companionship can meet their needs such as improving the efficiency of consultation, simplifying procedures, and alleviating loneliness. At present, there are a large number of residents in my country. According to data from the Ministry of Civil Affairs, as of 2018, my country's single adult population has reached 240 million, of which more than 77 million adults are in a lonely state, and the data is expected to continue to rise. Lonely faced various problems due to lack of escort during the sickness. At this time, the professional accompanying diagnosis provided great convenience. A companion said that in the business of young people, the most of the gastroscopy and artificial abortion are used for the business of young people. These young people are not willing to trouble friends on the one hand, and on the other hand, they do not want their families to know their concerns. Therefore, when anesthesia or someone must be accompanied, it is the best choice for spending money to accompany. In addition, people are most likely to have a sense of loneliness when they are sick, and professional vision can fill this loneliness through accompanying and communication. In the case of a different place, the advantages of career companionship are even more prominent. In order to pursue better treatment methods to large hospitals in first -tier cities, patients are completely unfamiliar with the new treatment environment, and different places accompanying services can help patients complete processes such as registration, payment, medicine, surgery, etc. to avoid delaying the best diagnosis and treatment Time to reduce the economic burden of treatment costs and accommodation costs.

In terms of family, professional accompanying can fully coordinate the time of family members. With the increase of the elderly population year by year and the widespread use of the intelligent technology of medical systems, the difficulty of seeking consultation has gradually intensified. According to the results of the seventh census, the population of 60 and above in my country is 264 million, accounting for 18.70%of the total population, an increase of 5.44%compared with the sixth census results. At the same time, the classification of hospital departments is continuously meticulous, and procedures such as registered payment are gradually network. The elderly usually need to explain and assist others during medical treatment. When the elderly's children or other family members are busy or difficult to get away, the career companion can solve the urgent need. In addition, if there are inconvenient actions such as pregnant women in the family and often go to the doctor, they also have greater demand for professional vision consultation services.

In terms of hospitals, occupational companionship can improve diagnosis and treatment efficiency and service quality to a certain extent. Some companions have served as hospital nurses and insurance companies claimers, etc., and are more familiar with the medical field, so they can become a bridge for communication between hospitals and patients. For example, they can inquire about the patient's situation in detail when waiting in line, help them accurately describe it during the consultation, and help doctors to remind patients to remind patients time and precautions in time, remind patients in time High -efficiency consultation. Professional accompanying patients can also guide patients to go to regular medical institutions to reduce the risk of deceiving patients, and can identify improper medical care. It improves the quality of medical services and promote the development of the medical industry by reporting supervision and other methods.

In terms of society, occupational accompanying consultations are conducive to ease the relationship between doctors and patients and create a harmonious society atmosphere. Long waiting time, communication with doctors, misunderstanding doctors' attitudes, etc. are the most common causes of contradictions between doctors and patients, and occupational consultations can replace patients queue in line, deal with time and labor, and help patients understand doctors and mediate the conflict of doctors. Objectively, it plays a role in reducing the incidence of contradictions between doctors and patients and maintaining social stability.

There are hidden dangers in occupational companionship

However, my country's professional accompanying industry is in a bud, and many hidden dangers still exist.

Professional accompanying practitioners have low entry thresholds. The current companion platform platform can be divided into two operating modes. The first is the company's recruitment accompanying personnel, uniform training, distribution work, and paying compensation. The standardized internal regulations and personnel recruitment processes provide a certain guarantee for service quality. The second is the business model similar to "Hungry?", That is, the open platform is registered with the clinic personnel, and the order is taken on this platform. In the second model, no matter whether the professional accompanying person has relevant occupational skills or not, you can engage in professional vision as long as you register on the platform, and most of them are part -time accompanying clinics. They cannot really provide medical convenience. Instead, they may increase the burden on patients. The boundary of the main body of the career is unknown. There are no special provisions for occupational accompanying clinics in our laws, and mature industry practice has not been formed in practice. In the case of patients and occupational companions not signed a written contract or only set up format contracts, patients, occupational companions and clinicians and The division of rights and obligations between hospitals is not clear. For example, the patient may be damaged during the consultation process. It may be difficult to distinguish between hospital diagnosis and treatment and occupational companion transmission errors. Another example is the risk of information leakage. When receiving the accompanying service, the patient needs to inform the service provider of personal information such as ID, consultation information, contact information, address, etc. If the professional companion is not bound by confidentiality measures, it is very likely to leak the patient's information, and even sell it by selling it through sale Obtain illegal interests and cause invasion to the private life of patients.

Occupational companion markets are not standardized, information is not symmetrical, etc. At present, multiple channels such as housekeeping service companies, clinic APPs, second -hand platforms, social APPs, and online shopping platforms can be ordered to order accompanying services, but the price of similar services is huge, some are as low as 50 yuan, and some are as high as 600 600 Yuan. The service price is generally adjusted according to the difficulty of diagnosis and treatment. The time can be clearly defined by calculation, but the so -called "difficulty" is difficult to quantify, and the service providers are opened by the service provider. Consumers will negotiate with them. It can be seen that the pricing power is completely in the hands of operators. Large platforms can use their strong position to perform vicious competition, control services prices, and consumers are in a disadvantage. In addition, each platform can operate without a relevant qualification certificate, with different management standards, and industry specifications.

Countermeasures for the governance of professional accompanying chaos

The occupational companion industry is related to the key rights and interests of patients' right to life, health, and privacy, and urgently need to regulate governance to protect the legitimate rights and interests of citizens.

Strengthen the occupational companion industry specifications. Establish an certification and qualification management mechanism for occupational accompanying enterprises, clarify the subject of administrative supervision, and focus on regulating from vocational skills training, service charging standards, and service quality standards. For example, the establishment of a professional training institution stipulates relevant vocational examinations, requires employees to have professional skills in medicine, first aid, and strengthen the moral concept of employees. Establish a certain entry threshold to regulate the education level and professional experience of practitioners. In this regard, you can learn from South Korea's experience. The proportion of "one -person household" in the capital Seoul is as high as 34.9%. Seoul launched a "peaceful medical treatment" service. Citizens can apply before the medical treatment, and enjoy the procedures for registration, payment, hospitalization, and discharge. Professional accompanying service. The service personnel who provide services need to be screened and reviewed by a special organization, and higher personnel professionalism guarantees the orderly development of the accompanying industry.

Fresh consumer complaint report channels. On August 31, 2019, the market regulatory authorities have integrated the original consumer rights protection platform into the national 12315 platform. It provides 7 × 24 hours services through the PC, mobile terminals, WeChat applets, Alipay mini -programs, etc. People can file a complaint and report anytime, anywhere through the platform. Providing professional accompanying services is a business behavior. The complaint process of the accompanying industry should be improved, and after the legitimate rights and interests are infringed, they should conduct complaints and reports through their legal rights and interests. Forced professional accompanying platforms to pay close attention to service quality.

Promote the formation of industry autonomy. Strengthening industry autonomy can not only reduce the pressure of government administrative supervision, but also reduce friction between occupational companionship and medical institutions, and guide the "two hands" to promote the healthy development of the professional companion industry through market development and policies. It should give full play to the active role of the industry associations, and to maintain the market competition order by issuing relevant specifications such as personnel in terms of employment and diagnosis standards. Encourage the career companion platform to strengthen norms and continuous innovation. In this regard, you can learn from the experience of Japanese pension care services. At present, the three major Japanese pensions, Bernes Holdings, Japan Medical Museum, and Holdings of Control Holdings. Hardware equipment is continuously upgraded, and at the same time attract customers through reasonable prices. The benign competition of the three companies has gradually formed a high -level Japanese care industry, providing high -quality companionship services and other thoughtful maintenance services. At the same time, encouraging occupational companions to take the initiative to improve their career and moral level, strengthen the awareness of confidentiality of patient privacy, actively learn related medical knowledge, deeply understand the hospital's department structure and process of consultation, and truly become a bridge of communication before patients and doctors.

More measures to relieve medical difficulties. Occupational accompanying chaos is high in areas where medical resources are tight. Patients are urgent to apply for medical treatment when they cannot obtain medical assistance through normal channels. Therefore, if you can further improve the current situation of medical treatment, the chaos in the career can be relieved to a certain extent. The "Fourteenth Five -Year Plan" proposes the expansion of high -quality medical resources to solve the problem of uneven quality medical resources, medical treatment problems in different places, and strengthen the grass -roots public health system. In the local "Fourteenth Five -Year Plan" plan, Beijing, Fujian, Guizhou and other places have proposed measures such as remote medical care and "Internet+medical health" to solve the problem of "last mile" for medical treatment. The government shall accelerate the construction and improvement of the public service system, especially the improvement of the elderly's medical care service system, and strengthen the supervision and rectification of illegal diagnosis and treatment and irregular medical platforms. At the same time, the hospitals are encouraged to actively improve medical service capabilities by providing new types of diagnosis and treatment methods such as patients to go to check for consultation, realizing the diversion of patients, increasing the number of professional personnel, improving the efficiency of administrative management, and providing online consultation. (Author: Deng Yong, a professor at the Department of Law, Beijing Traditional Chinese Medicine University)

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