口腔医院的经营管理

DENTAL HOSPITAL MANAGEMENT SYSTEM口腔医院管理系统,-Stathis Athanasopoulos,Allow me first please to introduce my self by presenting my short Bio请允许我介绍下我自己,We provide .我们提供.,Consultation 咨询Execution 销售Maintenance 通过信息技术维护管理项目of management projects based on information technologyWe have a successful track record of 我们过去的成功案例有 implementing computer based hospital solutions and实施计算机化医院解决方案 offering other value added services提供其他附加值服务We are here to build solutions that fit and are reliable!我们建立适合和信赖的解决方法,Starting with a question从一个问题开始.,Does the average man exist? 有,We all know that does not!我们都知道不存在！,When we go to the doctor or hospital 当我们去医院或者找医生.,we would love to get some extra care and attention我们想得到多一些的关爱和关注 we would possibly demand to get some extra care and attention我们都可能需求得到多一些的关爱和关注 we would like to understand and feel that medical services are design around us and offered to us我们都希望理解和感受到医疗服务为我们设定并服务于我们,How often does this happen?这些情况发生的频率？从来没有！或者基本没有！,NEVER! Or nearly Never,But 但是.,Humans are not furniture!人类不是家具！,Simply because usually hospitals are designed for the anonymous person, for the average man (that does not exist). They are designed like factories which produce furniture, copies of the same design etc简单来说因为一般医院设计是为无名氏，为了平均人（这是不存在的）。他们就像在工厂设计家具，复制相同的设计,We want more, then we should offer more we must think outside the boxbut then我们渴望更多，然而我们应该提供的更多.我们必须跳出盒子思考问题.但是.,We need to get ready and prepared to offer more !我们需要准备好提供更多!,Change 改变.,the way we look at things我们看待事物的方式.the way we perceive things我们认知事物的方式our philosophy of hospital management我们医院管理的哲学.,We need to become more knowledgeable 我们需要变得更富有知识.,of what patients need and want关于患者的需求of what doctors and medical staff need and want关于医生和医务人员的需求of what society expects of high quality medical services关于社会期望的高质量医疗服务是什么,We have the solutions !我们有解决方案!,Personalized medical services个性化医疗服务,Patient centered Hospitals以患者為中心的医院,We believe on Hippocrates model in holistic patient-centered approach, the patient and not the disease is treated. 我们相信希波克拉底的模式在以患者为中心的方式，患者和非疾病是可以治疗。All patient needs are taken into consideration instead of restricting care to dental problems.所有患者的需求是换位思考而不是局限的口腔问题护理,Redesigned processes with the focus on top medical services quality侧重顶级医疗服务质量的过程重新设计,Integrated hospital information systems 整合医院信息系统,Create new and innovative (e)-services. 创造全新的革新的服务Invest and exploit modern methods and technologies 投入和开发现代方法和技术,E Health Records 健康记录Knowledge management 知识管理Recommender Systems 推荐系统,Fuzzy Logic Technologies 模糊逻辑技术Fuzzy Cognitive Maps 模糊认知图Fuzzy Analytical Hierarchy Process 模糊分析层次分析,Business Analytics and Data Mining,Data Mining System,Cloud Computing,Semantic Web (Web 2.0) 语义网络Social Media 社交媒体,Organization of Presentation演讲的组织,Organization of Presentation演讲的组织,Technology Trends for IS-IT“技术趋势IS-ITValue generation and Quality of Health and e-Health services with在以下技术下创造价值和健康质量和e健康服务Knowledge Management and Fuzzy Logic Technology知识管理和模糊逻辑技术Hospital Process Redesign and Management医院流程重新制定和管理IS integration IS综合Change Management Philosophy改变管理哲学Conclusions 结论,Technology Trends .技术趋势.,Our Technology Vision identifies six technology trends我们技术远景定义6个技术趋势,that are enabling hospitals to push the boundaries- of management and - medical services innovation and 使医院拓展管理以及医疗服务创新方面的边界 take advantage of digital technologies for competitive advantage. 从数字技术中获得竞争优势,Our Technology Vision 2015 identifies six technology trends 我们2015年技术远景定义6个技术趋势,Digital-Physical Blur: Real Time Medical Data数字-现实混合：实时医疗数据The real world is coming online as wearable devices, smart objects and machines provide us with real-time intelligence, changing how we live and how hospitals should operate.随着可穿戴设备、智能物件及器械为我们提供了实时情报，现实世界正在进入网络时代，从而改变了我们的生活方式以及医院的运营模式。,Our Technology Vision 2015 identifies six technology trends 我们2015年技术远景定义6个技术趋势,Get the most of medical experts and institutions across the World - From Workforce to Crowdsource最大化利用世界各地的医疗专家和机构从独立完成向众包模式转变Picture a workforce that extends beyond its employees, consisting of any willing individual connected to the Internet (collaboration with third parties (institutions or individuals) medical centres, universities, research centres, pharmaceuticals).描绘出延伸到自身员工之外的劳动力，其中包括任何联网的有意愿的个体（与（机构或个人）、医疗中心、大学、研究中心及制药机构等第三方合作）,Our Technology Technology Vision 2015 identifies six technology trends 我们2015年技术远景定义6个技术趋势,Medical Data supply chain医疗数据供应链Data technologies are evolving rapidly, but most have been adopted in a piecemeal fashion. As a result, medical data is vastly underutilized.数据技术正在快速变革，但是其中大多数是以零碎的方式被采用。结果，医疗数据很大程度没有充分利用,Our Technology Technology Vision 2015 identifies six technology trends 我们2015年技术远景定义6个技术趋势,Establish High efficient and secure Medical Data Centres - Harnessing Hyperscale建立高效率和保护医疗数据中心利用超大规模计算The hardware world is now a hotbed of innovation as demand soars for bigger and faster data centres.随着对更大更快数据中心需求的猛增，硬件世界现如今是创新的温床。,Our Technology Technology Vision 2015 identifies six technology trends 我们2015年技术远景定义6个技术趋势,The era of apps for Hospitals and Medical Services- Business of Applications 医院和医疗服务应用的时代业务应用Mimicking the shift in the consumer world, hospitals should rapidly adopt apps in a push for greater operational agility.为了模仿客户世界的转变，医院应快速采用应用进行推广来取得更大的运营敏捷性。,Our Technology Technology Vision 2015 identifies six technology trends 我们2015年技术远景定义6个技术趋势,Architecting Resilience 构建适应能力In the digital era, hospitals are expected to support the non-stop demands placed on their processes, services and systems在数字时代，人们期待医院满足对其流程、服务和系统方面无间断的需求,Management .管理,Reasons Why Management is Important管理重要的原因,Establish goals建立目标Accomplish goals 取得目标Be more efficient 更有效率Make better decisions 做出更好决策Earn more profit 取得更高效益,Five Functions of Management管理的五个功能,(Five Functions of Management) 管理的五个功能,Learning how to balance each of these is the key to effective management within a company. 了解如果平衡以下五个方面是有效管理一个企业的关键。Planning 规划This is the core function of management because it is the foundation of the other four areas. Planning involves mapping out exactly how to achieve a specific goal. Planning is always an going process. There will be times when external factors will affect the company both positively and negatively. This in turn may alter the original planning process in reaching certain goals. This is known as strategic planning.这是管理的核心功能，因为它是其他四个方面的基础。规划涉及准确描绘出如何去取得一个特点目标。规划通常是一个持续的过程。有时外部因素会正面或负面地影响企业。反过来这也可能会改变最初为了取得某个目标而制定的规划流程。,(Five Functions of Management)管理的五个功能,Organizing组织Immediately after planning, the manager needs to organize the team according to plan. This involves organizing all of the companys resources to implement a course of action and determining the organizational structure of the group. And in order to do this correctly, management will need to evaluate the different divisions of departments and the staff to figure out the best way to accomplish the tasks needed to reach their goals. 管理者需要立即根据规划组织团队。这涉及到组织企业的所有资源来实施一系列措施，和决定集团的组织架构。为了正确无误的做到这一切，管理层将需要评估各个部门以下的不同分部以及员工，来找到为取得其目标而完成相应任务的最佳方法。This function is also known to be the backbone of management. Without organization, a company will have no structure and their day-to-day operation of business will most likely collapse. If management is disorganized, it can trickle down to the employees because they will lose confidence in their leaders. 在规划之后，这一功能也被认为是管理层的支柱。没有组织，一个企业将没有架构，气日常的经营状况将很有可能失败。如果管理层是紊乱的，这也会扩散到员工层面，因为他们会对领导层失去信心。,(Five Functions of Management)管理的五个功能,Staffing - Leading 配备员工领导The purpose of staffing is to control all recruitment and personnel needs of the organization. After management decides what needs they have, they may decide to hire more employees in a certain department. It is also responsible for training and development, promotions, transfers, and firing. A lot of times management and the human recourse department will work together because their roles are similar in this case.配备员工的目的是为了控制组织团队所有的招聘和人员需求。在管理层决定自身的需求后，可决定为某个特定部门雇佣更多员工。这也涵盖了培训、培养、晋升、调任和解雇。很多时候管理层和人力资源部门需要相互合作，因为在这方面他们的职责是相似的。The importance of this function has grown lately, mostly because of the increasing size of businesses and the advancement of technology. A good example of this is the IT department. The size of the IT department in a company ten years ago is nothing compared to what it is now because of the dependence we have on computers and servers. Without the staffing function, a business will certainly fail because there will not be an experienced, sufficient amount of employees within each department.这一功能的重要性最近有所提高，主要是因为业务规模扩大和技术进步。信息技术部门是个很好的例子。和现在对计算机和服务器高度依赖的信息技术部门相比，10年以前的信息技术部门在一个企业中的规模不值一提。在没有这样的配备员工的功能下，一个企业注定会失败，因为在每个部门不会有充足的经验丰富的员工。,(Five Functions of Management)管理的五个功能,Controlling 控制The last function of management deals with monitoring the companys progress and ensuring that all of the other functions are operating efficiently. Since this is the last stage, there are bound to be some irregularities and complexity within the organization. This in turn can lead to certain situations and problems arising that are disrupting the companys goals. Given is the stage where all the final data is gathered, it is the managements job to take corrective action, even where there is the slightest deviance between actual and predictable results.管理层的最后一项功能在于监控企业的发展和确保所有其他功能高效运行。由于这是最后一个阶段，在机构内部必然会出现一些违规和复杂情况。这反过来会导致扰乱企业目标的某些状况和问题的出现。在这个阶段收集到所有的最终数据后，这个时候应该由管理层来采取正确措施，即使在现实和预计结果之间的偏差非常小。,Operations Management运营管理,What is Operations Management?什么是运营管理,It is the design, the operation, and the improvement of the processes and systems that create and deliver the organizations products and services. 正是流程和系统的设计、运营及改善创造和提供了一个机构的产品和服务。The goal of operations management is to more effectively and efficiently produce and deliver the organizations products and services. 运营管理的目的在于更有效且高效地生产和提供一个机构的产品和服务。,Operations Management in Healthcare Organizations 医疗保健机构中的运营管理,Cost and level of healthcare is increasing 医疗保健的成本和水平在提高1987 11% of US economy for healthcare 1987年医疗保健占美国经济比重为11%2014 15% of US economy 2014年占美国经济比重为15%Control costs 控制成本Improve level of service 提供服务水平Improve quality 提供质量,Challenges for Chief Information Officers (CIOs)首席信息官面临的挑战,Challenge 1: Market volatility挑战1：市场波动,We advice: 我们建议As the Hospital and its IT department is burdened with significant numbers of bureaucratic processes and latent decision-making mechanisms, todays market conditions require executives to radically restructure their business practices.由于医院极其信息技术部门背负在大量的官僚流程和潜在的决策制定机制，今天的市场状况需要主管人员从根本上重建其经营方式。,Challenge 2: Capital costs I挑战2：资本成本（1）,Since the costs of and access to capital across Europe will continue to worsen, we advice China to take the opportunity to become a Global Centre of Excellence when it comes to medical services, medical infrastructure, medical education.随着整个欧洲的资本成本和准入门槛持续恶化，我们建议中国抓住机遇，成为医疗服务、医疗基础设施及医疗教育方面的全球卓越中心。The CIOs in the West face zero-growth budgeting at best. It is now the opportunity for China to take the lead and shape the future of medical services worldwide.在西方，首席信息官在最好的情况下都面临着零增长的预算。对中国来说，现在正是起到带头作用，塑造全球医疗服务未来的机遇。,Challenge 2: Capital costs II挑战2：资本成本（2）,We advice the development of scalable medical services and infrastructure so that we can offer top quality services to a small scale local communities but also to larger areas worldwide.我们建议发展可伸缩性的医疗服务和基础设施，这样我就不仅能为小范围的的地方社区，也能为世界范围更大的区域提供高质量服务。Critical resources and supplies may should be at the centre of our attention.关键资源和物资可能应是我们关注的重心。,Challenge 3: Human Capital Management挑战3：人力资本管理,We advice: 我们建议CIOs and business executives should face significant HR issues in terms of rewarding and motivating staff, securing funds to hire appropriate new talent and educate and train staff. 首席信息官和业务主管应该面对重大的人力资源问题，这涉及到奖励、激励员工、筹集资金来招募合适的新的人才、教育和培训员工。,Challenge 4: Risk management挑战4：风险管理,We advice 我们建议 always estimate and manage risks inherited in services development, infrastructure policies, data security and social issues. 始终评估和管理服务拓展、基础设施政策、数据安全和社会问题方面固有的风险。Focus on risk management assessments and workflows. 注意力集中于风险管理评估和工作流程。,Health Service Quality 卫生服务质量Cost Types in Health Care Quality 卫生保健质量方面的成本类型Prevention costs 预防成本Appraisal costs 鉴定成本Internal failure quality costs 内部失败质量成本Patients Satisfaction 患者满意度Tangibility有形性Reliability 可靠性Responsiveness 响应能力Assurance 保证Empathy 同感能力Health Quality Dimensions from the Patients Perspective来自患者视角的健康质量的多个方面,Ensure Medical Service Quality确保医疗服务质量,Ensure Medical Service Quality确保医疗服务质量,Prevention costs occur in order to keep unsatisfactory systems and also procedures from taking place in the first instance预防成本出现是为了最初预防不令人满意的系统以及程序出现Appraisal costs within the healthcare include: the cost of quality audits, external peer review and maintain systems to evaluate service quality健康保健行业的鉴定成本包括：质量审核、外部同行评审、维护各种系统来评价服务质量的成本Internal failure quality costs in health can be linked to the handling of patients complaints and claims, to the investigation, in order to learn from the events and to the importance of training and auditing健康行业的内部失败质量成本可与多项内容有关，其中包括处理患者投诉和索赔、调查从而了解事件、培训和审核的重要性,Patients Satisfaction 患者满意度,Tangibility 有形性Reliability ! 可靠性Responsiveness 响应能力Assurance 保证Empathy 同感能力,Patients Satisfaction I患者满意度（1）,The five dimensions of service quality, which purpose is to measure patients satisfaction are: 服务质量的五个方面，目的在于衡量患者满意度：Tangibility 有形性Excellent health services hospital would have up-to-date facilities. 卓越的健康服务医院应该拥有最新的设备。,Patients Satisfaction II患者满意度（2）,Reliability 可靠性services at the tim