专家视点：如何打造三种医院品牌-品牌营销-医院绩效咨询,医院绩效管理,医院管理咨询 -九鼎医院管理顾问

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专家视点：如何打造三种医院品牌

提交者：jiuding发表时间：2015-10-22点击次数：2748来源:本站整理

　　医疗行业的发展促使医疗机构进入一个品牌经营的时代。医院品牌是区别于竞争对手，形成差异化竞争的杀手锏，作为一种无形资产，它将极大地提高医院的外在形象和经营能力。

　　真正优秀的医院品牌蕴涵一个稳定的三层金字塔结构，第一层为技术品牌，这是指由医院的诊疗技术所树立起来的品牌影响力；中间层为服务品牌，这是指医院通过人性化的服务与质量所树立的品牌影响力；第三层为文化品牌，这是指医院经营管理跃升到价值观与精神领域后所体现的品牌影响力。

　　本期支持专家庄一强，长期以来从事医院品牌、医院营销和医院管理等领域的研究，本期由他主持的三篇文章从品牌的三层金字塔结构入手，详细分析医院如何成功打造三种品牌，进入品牌运营阶段。

　　创新技术构建医院品牌

　　当今，医院面临着越来越激烈的竞争，谁能得到病人的信任，谁就能赢得市场。提高医疗技术和医疗质量的能力是赢得医院核心竞争力与病人信赖的关键因素，显示了三者之间所存在的内在联系。在高超的医疗质量基础上，技术品牌会在医疗临床实践中和适度的宣传之下逐渐形成。

　　医院的现代化建设有赖于高新技术的发展在医学上的应用，有赖于医学技术创新带来医院经营效益的提高。医院技术品牌建设依赖技术创新、管理机制的创新。这二者创新的目的就是要使医疗要素和条件在医疗市场机制面前重新组合，成为更具有效率和效益的新组织。

　　医院在进行技术品牌创新时也不可忽视团队与协作的重要性，我们建议医院建立以业务为中心的矩阵结构。医疗服务通常不是单部门能完成的，如有以业务为中心的矩阵架构的存在，不同科室之间的配合来提供更好的某项服务却是分内之事了。矩阵结构最大的优点是有利于不同部门之间工作的协调。

　　很多医院都已经开展的各种疾病中心就是例子。这些疾病中心把相关的科室和辅助部门整合在一起，便于改进轴心业务的技术水平、医疗质量及其成本的降低。例如，妇女和新生儿中心应由产科、妇科医学、围产科学、新生儿科学专家、运营管理者，以及技术后勤人员如数据管理、数据分析、信息技术和教育专家组成。疾病中心结构也可以是虚拟的，与原有传统结构形成一个矩阵结构，对中心负责但原有位置不变。

　　技术创新的模式

　　谈到技术的创新，通常有引进、开发、转化等几种模式，这是技术品牌的保证。当我们决定了希望打造技术品牌的重点业务后，下一步工作是发明、引进或提高这个重点业务的技术，做到“人无我有、人有我精、人精我特”.我们要提高的技术“有、精、特”在哪里呢？答案有多个：重点业务的整个流程，或流程里的某个或某几个关键环节。

　　我们也可以提高核心业务里的某个技术，如精确诊断、快速康复。例如，医院可以提高结石治疗的彻底碎、溶、排或预防技术。不一样的做法是，四方面或其中几方面结合，甚至中西医结合而取得满意的长久的临床治疗效果。后者做法似乎更好，这样做能更好的照顾病人，从病人的利益出发，赢得病人，建立长期关系。而且，其他医院模仿的机会也更小，技术独特性也更大，竞争优势也就更大。但是，难度也更大，因为大部分医院这几种手段是分散在几个不同的科室之中，难以形成一个合力。发明的或改善了的技术都叫新技术。下面要介绍的是新技术研究与发展的一些途径和方法。

　　自主技术研发，或自主创新

　　自主技术研发指医院依靠自身力量，通过技术研究与开发新技术。自主创新具有非常突出的优点。首先，自主创新成功后，会随之涌现出一系列在技术上与之相关的创新，使率先创新者开发新的行业标准和新的游戏规则，享受由此技术带来的经济收益。

　　在科技发达的今天，这点尤为重要，因为竞争的焦点已悄然转向基于速度的竞争上，过去是“大吃小”,现在是“快吃慢”。在外国，有技术品牌的医院如美国的Mayo Clinics都是因为新技术的大量研究及成效而著名。也就是这个原因，教学和科研任务对医院的技术品牌有一定的影响。新技术的研发属于基础研究，研究在疾病或健康问题的诊断、控制、治愈过程中“做什么”的问题，如新药物、新仪器的研究或新药物的有效性研究。

　　进行基础研究，资金、研究技术、道德可信度等方面的要求都是很高的。采用该模式技术创新本身应具备：该技术创新需要具备充分的用户价值，即能为患者提供根本性的好处或效用；技术创新应该具备独特性，即能为医院带来经济效益，但竞争对手却又无法对其加以复制或者复制起来难度很大；技术创新应具备一定的延伸性，应能为医院打开多种医疗市场时提供技术支持；对潜在市场有把握能力，能发掘潜在市场。

　　医疗全新技术的研发不同于一般商业产品的开发，它的步骤和程序要求严格和复杂。研发的第一步是进行技术的设计，如设备结构、技术操作方法与步骤、治疗方案等。第二步是评估设计方案，如可行性、成本收益分析等。第三步是进行动物试验。然后是临床试验。任何医疗新技术都必须进行临床试验，验证其临床效果和安全性，确定使用方法和注意事项等。在正式投入使用前的最后一步是相关机构的认可。通常，新技术需要经过相关专家委员会或专业人士认可，再由医疗机构行政管理部门确认和批准。

　　技术引进

　　引进的方法有三个：购买、模仿或共用。购买具有时效快、投入少、成本低等特点，从而降低风险，提高规模和范围经济效益。该模式的选择应具备以下几方面的条件：具有外部知识与内部知识的整合能力，通过独特的联结方式，给原属于外部的知识赋予本医院的特性，使得其他医院难以模仿；具有消化外部技术和知识资源的能力，使外部知识和资源的完全内部化。

　　具有实现组织、文化、管理、财务等方面较强的整合能力；具有较强的资金支持和保障能力，能满足医院不断扩张的需要。模仿创新是医院模仿创新者的创新思路和创新行为，引进和破译率先者的核心技术和技术秘密，在模仿学习的基础上，通过吸收、消化、综合、创新，尽早使医院能力飞跃到核心竞争力。模仿创新的优点是能降低新市场开发初期的需求和市场行为的不确定性的风险。共用是跟不同市场的同等医院或同一市场不同级别的医院合作，共用他们拥有的先进技术包括人才和设备以提高规模经济效益。

　　“人有我精、人精我特”的方法是技术改进。对临床工作者来说，技术回答的是在实现对疾病诊断、控制、治愈过程中“做什么”、“怎么做”的问题。“怎么做”的提高就是技术改进，例如在给药途径、用药方式方面的改进。技术改进是使用科学方法改进原有的技术，整合不同的技术，或技术的使用方法。我们称此为实用性技术研发。

　　哪怕是自主研发的新技术研究成果，跟从外面引进的一样，通常都需要再经过尝试，与原有技术进行有效整合，才能找到最适合本地环境的因地制宜的使用方法，最大地发挥其作用。系统地科学地进行本地尝试就是实用研究，就是实用性研发。实用研究也适用于已有技术的改进，或新旧技术的结合。实用技术研发和基础研究最大的区别主要在于目的的不同。基础研究的假设是巩固的，研究的目的是为了测试某个假设是否成立如使用某种抗生素降低手术后的感染率。

　　而实用研究的假设是不断变化的，研究的目的是为了找到针对每个问题合适的假设，如从尝试中发现手术前两小时使用预防性抗生素能降低手术后的深切口的感染率。下面图2中显示的改进模式就是实用研究的一个方法。

　　这个模式由两个部分构成：三个基本问题和PDSA循环（计划-执行-研究-行动）。三个基本问题是：创新的目标是什么？达到创新目标的对策有哪些？达到目标的衡量标准是什么？这三个问题没有顺序之分。计划-执行-研究-行动循环是用来指导测试和实施新做法的。技术改进成功的要点是成立一个由合适的成员组成的团队。首先，根据改进目的，我们找出相关的受影响的操作或程序。有效的团队应该包括那些负责这些操作的专业人士。

　　团队里还应该有具有决策权的领导，及负责日常运作的工作人员。例如，一个提高ICU技术的团队成员应包括ICU主任，ICU医生，负责日常运作的护士或护士长，还有相关的治疗师。下面是每个步骤的详细说明。

　　a.设定目标：目标是什么，也就是说，我们想达到什么样的结果，什么时候达到？问题说明和目标说明是相辅相成的。当问题说明描述“痛处”或“症状”时，目标说明通过个体的结果来确定“减轻痛苦”的处方。目标说明应有3个标准要素：

　　1）要取得什么样的目标，目标说明应当用“减少”、“增加”、“消除”等动词开头，但是尽量避免使用类似“改善”这样的外延太模糊的动词；

　　2）给期望的结果设定可评估目标，目标应当确定预期节省的费用、消除的缺陷或减少的时间花费等等，一般用百分比或实数来表示。如果时间太仓促无法设定目标甚至只能猜测需要设定的门标；

　　3）一个有最后期限或者一个能取得结果的时间表。例如，ICU的死亡率在9个月内降低20%;由呼吸机引起的肺炎的发生率下降25%;平均呼吸机使用天数降低2~4天；把镇静剂的过度使用降低40%。

　　b.达到目标的测量标准：我们如何知道改进成功了？测量标准应该是多维的、平衡的，否则会导致为了达到一个目标而牺牲另一个目标的现象。例如，如果我们的唯一目标是降低平均住院日，我们牺牲的可能是30天内问题再发生或再住院率的提高，所以ICU技术提高的测量标准应包括：平均ICU住院日，ICU死亡率，病人及家属满意度，由呼吸机引起的肺炎的发生率等。

　　c.达到创新目标的对策：为了达到创新目标，我们需要在哪里做出改进？这些改进的主意可能来自经验，也可能来自学术论文或同僚。这是告诉我们使用技术水平的方向，是引进或自主研发国内最先进的做法还是按照国际最先进的做法。

　　d.找到新做法后，我们就要在实际工作中进行计划-执行-研究-行动循环（PDSA）来测试和实施它们。计划就是决定测试的目的、估计结果、决定谁做什么、什么时候做，在哪里做；执行就是按照计划行动如收集数据；研究就是分析数据，对比结果，总结经验；行动就是根据研究结果来实施新做法或新测试。

　　PDSA不是一个简单的周而复始、在同一水平上的循环，每循环一次，要解决一些问题，使医疗质量提高一步。通常，我们会为了达到目标，测试几个新做法。例如，为了降低心脏搭桥手术后插管时间，我们测试的新做法包括：镇痛药使用标准化，麻醉管理标准化，使用护士负责拔管指引，加快动脉血液气体分析结果。

　　创新技术管理系统

　　为了提高某核心业务的团体技术水平，医院需要建立一套系统来直接支持和鼓励医疗工作者使用医院的创新技术。

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Scan this dir for additional .ini files	(none)
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PHP Extension	20131226
Zend Extension	220131226
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PHP Extension Build	API20131226,NTS,VC11
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Registered PHP Streams	php, file, glob, data, http, ftp, zip, compress.zlib, compress.bzip2, https, ftps, phar
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libSSH Version	libssh2/1.8.0

date/time support	enabled
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iconv support	enabled
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Openssl default config	c:/usr/local/ssl/openssl.cnf

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json support	enabled
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ALLUSERSPROFILE	C:\ProgramData
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APP_POOL_CONFIG	C:\inetpub\temp\apppools\wwwroot\wwwroot.config
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CommonProgramW6432	C:\Program Files\Common Files
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TMP	C:\Windows\TEMP
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windir	C:\Windows

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_SERVER["PROCESSOR_REVISION"]	5504
_SERVER["ProgramData"]	C:\ProgramData
_SERVER["ProgramFiles"]	C:\Program Files
_SERVER["ProgramFiles(x86)"]	C:\Program Files (x86)
_SERVER["ProgramW6432"]	C:\Program Files
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_SERVER["PUBLIC"]	C:\Users\Public
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_SERVER["TEMP"]	C:\Windows\TEMP
_SERVER["TMP"]	C:\Windows\TEMP
_SERVER["USERDOMAIN"]	WORKGROUP
_SERVER["USERNAME"]	iZ4r4b31413jd2Z$
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_SERVER["windir"]	C:\Windows
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_SERVER["URL"]	/admin.php
_SERVER["SERVER_SOFTWARE"]	Microsoft-IIS/10.0
_SERVER["SERVER_PROTOCOL"]	HTTP/1.1
_SERVER["SERVER_PORT_SECURE"]	1
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_SERVER["SERVER_NAME"]	www.yyjg.net
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_SERVER["PATH_INFO"]	/index/view/aid/11340
_SERVER["LOGON_USER"]	no value
_SERVER["LOCAL_ADDR"]	172.16.121.93
_SERVER["INSTANCE_META_PATH"]	/LM/W3SVC/1
_SERVER["INSTANCE_NAME"]	WWWROOT
_SERVER["INSTANCE_ID"]	1
_SERVER["HTTPS_SERVER_SUBJECT"]	CN=www.yyjg.net
_SERVER["HTTPS_SERVER_ISSUER"]	C=PL, O=Asseco Data Systems S.A., CN=Certum DV TLS G2 R39 CA
_SERVER["HTTPS_SECRETKEYSIZE"]	2048
_SERVER["HTTPS_KEYSIZE"]	256
_SERVER["HTTPS"]	on
_SERVER["GATEWAY_INTERFACE"]	CGI/1.1
_SERVER["DOCUMENT_ROOT"]	D:\wwwroot\yyjg.net\wwwroot
_SERVER["CONTENT_TYPE"]	no value
_SERVER["CONTENT_LENGTH"]	0
_SERVER["CERT_SUBJECT"]	no value
_SERVER["CERT_SERIALNUMBER"]	no value
_SERVER["CERT_ISSUER"]	no value
_SERVER["CERT_FLAGS"]	no value
_SERVER["CERT_COOKIE"]	no value
_SERVER["AUTH_USER"]	no value
_SERVER["AUTH_PASSWORD"]	no value
_SERVER["AUTH_TYPE"]	no value
_SERVER["APPL_PHYSICAL_PATH"]	D:\wwwroot\yyjg.net\wwwroot\
_SERVER["APPL_MD_PATH"]	/LM/W3SVC/1/ROOT
_SERVER["IIS_UrlRewriteModule"]	7.1.0871.0
_SERVER["HTTP_USER_AGENT"]	Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)
_SERVER["HTTP_HOST"]	www.yyjg.net
_SERVER["HTTP_COOKIE"]	PHPSESSID=5iu0dufolb015b2k4tp37a3fp4
_SERVER["HTTP_ACCEPT_ENCODING"]	gzip, br, zstd, deflate
_SERVER["HTTP_ACCEPT"]	/
_SERVER["HTTP_CONNECTION"]	close
_SERVER["FCGI_ROLE"]	RESPONDER
_SERVER["PHP_SELF"]	/admin.php/index/view/aid/11340.html
_SERVER["REQUEST_TIME_FLOAT"]	1789713498.4279
_SERVER["REQUEST_TIME"]	1789713498

PHP Authors
Contribution	Authors
Zend Scripting Language Engine	Andi Gutmans, Zeev Suraski, Stanislav Malyshev, Marcus Boerger, Dmitry Stogov, Xinchen Hui, Nikita Popov
Extension Module API	Andi Gutmans, Zeev Suraski, Andrei Zmievski
UNIX Build and Modularization	Stig Bakken, Sascha Schumann, Jani Taskinen
Windows Port	Shane Caraveo, Zeev Suraski, Wez Furlong, Pierre-Alain Joye, Anatol Belski
Server API (SAPI) Abstraction Layer	Andi Gutmans, Shane Caraveo, Zeev Suraski
Streams Abstraction Layer	Wez Furlong, Sara Golemon
PHP Data Objects Layer	Wez Furlong, Marcus Boerger, Sterling Hughes, George Schlossnagle, Ilia Alshanetsky
Output Handler	Zeev Suraski, Thies C. Arntzen, Marcus Boerger, Michael Wallner

SAPI Modules
Contribution	Authors
AOLserver	Sascha Schumann
Apache 1.3 (apache_hooks)	Rasmus Lerdorf, Zeev Suraski, Stig Bakken, David Sklar, George Schlossnagle, Lukas Schroeder
Apache 1.3	Rasmus Lerdorf, Zeev Suraski, Stig Bakken, David Sklar
Apache 2.0 Filter	Sascha Schumann, Aaron Bannert
Apache 2.0 Handler	Ian Holsman, Justin Erenkrantz (based on Apache 2.0 Filter code)
Caudium / Roxen	David Hedbor
CGI / FastCGI	Rasmus Lerdorf, Stig Bakken, Shane Caraveo, Dmitry Stogov
CLI	Edin Kadribasic, Marcus Boerger, Johannes Schlueter, Moriyoshi Koizumi, Xinchen Hui
Continuity	Alex Leigh (based on nsapi code)
Embed	Edin Kadribasic
FastCGI Process Manager	Andrei Nigmatulin, dreamcat4, Antony Dovgal, Jerome Loyet
ISAPI	Andi Gutmans, Zeev Suraski
litespeed	George Wang
NSAPI	Jayakumar Muthukumarasamy, Uwe Schindler
phpdbg	Felipe Pena, Joe Watkins, Bob Weinand
phttpd	Thies C. Arntzen
pi3web	Holger Zimmermann
Sendmail Milter	Harald Radi
thttpd	Sascha Schumann
tux	Sascha Schumann
WebJames	Alex Waugh

Module Authors
Module	Authors
BC Math	Andi Gutmans
Bzip2	Sterling Hughes
Calendar	Shane Caraveo, Colin Viebrock, Hartmut Holzgraefe, Wez Furlong
COM and .Net	Wez Furlong
ctype	Hartmut Holzgraefe
cURL	Sterling Hughes
Date/Time Support	Derick Rethans
DB-LIB (MS SQL, Sybase)	Wez Furlong, Frank M. Kromann
DBA	Sascha Schumann, Marcus Boerger
DOM	Christian Stocker, Rob Richards, Marcus Boerger
enchant	Pierre-Alain Joye, Ilia Alshanetsky
ereg	Rasmus Lerdorf, Jim Winstead, Jaakko Hyvätti
EXIF	Rasmus Lerdorf, Marcus Boerger
fileinfo	Ilia Alshanetsky, Pierre Alain Joye, Scott MacVicar, Derick Rethans
Firebird driver for PDO	Ard Biesheuvel
FTP	Stefan Esser, Andrew Skalski
GD imaging	Rasmus Lerdorf, Stig Bakken, Jim Winstead, Jouni Ahto, Ilia Alshanetsky, Pierre-Alain Joye, Marcus Boerger
GetText	Alex Plotnick
GNU GMP support	Stanislav Malyshev
Iconv	Rui Hirokawa, Stig Bakken, Moriyoshi Koizumi
IMAP	Rex Logan, Mark Musone, Brian Wang, Kaj-Michael Lang, Antoni Pamies Olive, Rasmus Lerdorf, Andrew Skalski, Chuck Hagenbuch, Daniel R Kalowsky
Input Filter	Rasmus Lerdorf, Derick Rethans, Pierre-Alain Joye, Ilia Alshanetsky
InterBase	Jouni Ahto, Andrew Avdeev, Ard Biesheuvel
Internationalization	Ed Batutis, Vladimir Iordanov, Dmitry Lakhtyuk, Stanislav Malyshev, Vadim Savchuk, Kirti Velankar
JSON	Omar Kilani, Scott MacVicar
LDAP	Amitay Isaacs, Eric Warnke, Rasmus Lerdorf, Gerrit Thomson, Stig Venaas
LIBXML	Christian Stocker, Rob Richards, Marcus Boerger, Wez Furlong, Shane Caraveo
mcrypt	Sascha Schumann, Derick Rethans
MS SQL	Frank M. Kromann
Multibyte String Functions	Tsukada Takuya, Rui Hirokawa
MySQL driver for PDO	George Schlossnagle, Wez Furlong, Ilia Alshanetsky, Johannes Schlueter
MySQL	Zeev Suraski, Zak Greant, Georg Richter, Andrey Hristov
MySQLi	Zak Greant, Georg Richter, Andrey Hristov, Ulf Wendel
MySQLnd	Andrey Hristov, Ulf Wendel, Georg Richter, Johannes Schlüter
OCI8	Stig Bakken, Thies C. Arntzen, Andy Sautins, David Benson, Maxim Maletsky, Harald Radi, Antony Dovgal, Andi Gutmans, Wez Furlong, Christopher Jones, Oracle Corporation
ODBC driver for PDO	Wez Furlong
ODBC	Stig Bakken, Andreas Karajannis, Frank M. Kromann, Daniel R. Kalowsky
OpenSSL	Stig Venaas, Wez Furlong, Sascha Kettler, Scott MacVicar
Oracle (OCI) driver for PDO	Wez Furlong
pcntl	Jason Greene, Arnaud Le Blanc
Perl Compatible Regexps	Andrei Zmievski
PHP Archive	Gregory Beaver, Marcus Boerger
PHP Data Objects	Wez Furlong, Marcus Boerger, Sterling Hughes, George Schlossnagle, Ilia Alshanetsky
PHP hash	Sara Golemon, Rasmus Lerdorf, Stefan Esser, Michael Wallner, Scott MacVicar
Posix	Kristian Koehntopp
PostgreSQL driver for PDO	Edin Kadribasic, Ilia Alshanetsky
PostgreSQL	Jouni Ahto, Zeev Suraski, Yasuo Ohgaki, Chris Kings-Lynne
Pspell	Vlad Krupin
Readline	Thies C. Arntzen
Recode	Kristian Koehntopp
Reflection	Marcus Boerger, Timm Friebe, George Schlossnagle, Andrei Zmievski, Johannes Schlueter
Sessions	Sascha Schumann, Andrei Zmievski
Shared Memory Operations	Slava Poliakov, Ilia Alshanetsky
SimpleXML	Sterling Hughes, Marcus Boerger, Rob Richards
SNMP	Rasmus Lerdorf, Harrie Hazewinkel, Mike Jackson, Steven Lawrance, Johann Hanne, Boris Lytochkin
SOAP	Brad Lafountain, Shane Caraveo, Dmitry Stogov
Sockets	Chris Vandomelen, Sterling Hughes, Daniel Beulshausen, Jason Greene
SPL	Marcus Boerger, Etienne Kneuss
SQLite 3.x driver for PDO	Wez Furlong
SQLite3	Scott MacVicar, Ilia Alshanetsky, Brad Dewar
Sybase-CT	Zeev Suraski, Tom May, Timm Friebe
System V Message based IPC	Wez Furlong
System V Semaphores	Tom May
System V Shared Memory	Christian Cartus
tidy	John Coggeshall, Ilia Alshanetsky
tokenizer	Andrei Zmievski, Johannes Schlueter
WDDX	Andrei Zmievski
XML	Stig Bakken, Thies C. Arntzen, Sterling Hughes
XMLReader	Rob Richards
xmlrpc	Dan Libby
XMLWriter	Rob Richards, Pierre-Alain Joye
XSL	Christian Stocker, Rob Richards
Zip	Pierre-Alain Joye, Remi Collet
Zlib	Rasmus Lerdorf, Stefan Roehrich, Zeev Suraski, Jade Nicoletti, Michael Wallner

PHP Documentation
Authors	Mehdi Achour, Friedhelm Betz, Antony Dovgal, Nuno Lopes, Hannes Magnusson, Georg Richter, Damien Seguy, Jakub Vrana, Adam Harvey, Peter Cowburn
Editor	Philip Olson
User Note Maintainers	Daniel P. Brown, Thiago Henrique Pojda
Other Contributors	Previously active authors, editors and other contributors are listed in the manual.

Websites and Infrastructure team
PHP Websites Team	Rasmus Lerdorf, Hannes Magnusson, Philip Olson, Lukas Kahwe Smith, Pierre-Alain Joye, Kalle Sommer Nielsen, Peter Cowburn, Adam Harvey, Ferenc Kovacs, Levi Morrison
Event Maintainers	Damien Seguy, Daniel P. Brown
Network Infrastructure	Daniel P. Brown
Windows Infrastructure	Alex Schoenmaker