央广网北京1月25日消息 患者在APP上分享就医体验正在一些地方成为习惯。据媒体报道，在一些有评价功能的互联网平台上，很多医院都榜上有名，有些评价比较中肯，有些评价则是批评之声，即便是一些业内名气不错的医院，在收获患者好评的同时，也可能遭遇差评。
面对这种新鲜事物，难免会有人难以接受，甚至有医生同行担心，这些评价可能会激化医患之间的矛盾。
这种顾虑有其合理性，但患者通过互联网医疗平台评价医院的大势一定是难以避免，通过各种方式畅通医患沟通也必然是大趋势。
任何事情，如果在开始之前首先想到危害，并因此畏首畏尾，我们这个社会就永远不会前进。就如汽车作为现代生活无法离开的事物，每年也会发生几十万起交通事故一样。因为可能的危害而喊停一件事，显然是不符合事物发展的潮流。以堵代疏，也显然不符合医患沟通的主旋律。
对于互联网上的患者评价，固然有值得担心的地方，但绝不能够成为否定其存在的理由。
早在2017年，国务院办公厅就印发《关于建立现代医院管理制度的指导意见》，明确要健全绩效考核制度。其中专门提到把医德医风和患者满意度等指标与医生收入挂钩，患者的意见得到了充分重视，进而督促医疗行业改进完善服务，促使医疗服务的整体社会满意度得到提升，让目前不那么和谐的医患关系得到应有的缓和。
所以说，让患者满意本身就是当前医院管理中不可或缺的一环。但什么才是患者满意，尽管通过专家探讨和管理学习，可以总结出许多有益的指标。但“金奖银奖，不如老百姓的夸奖；金杯银杯，不如老百姓的口碑”，管理指标的满意，替代不了患者真实的就医感受。
但就目前的管理体系而言，患者缺乏一个相对顺畅的满意度表达机制。一些医院虽然也有满意度调查体系，但多在患者医疗过程中完成，难免因为投鼠忌器，不能表达真实感受。此外，很多满意度调查充满格式化的内容，患者怎么选都觉得意犹未竟，不是自己真正关心的问题。而且，这些满意度往往在医院内部消化，不能在社会上形成合力。
It should be said that it is a relatively fair third-party platform to evaluate hospitals through the evaluation system of Internet medical care.
This has a successful precedent in the fields of tourism, food, movies, etc. Although there are some “bad reviews” that are not necessarily true in these online reviews, they are generally more convincing.
Of course, medical evaluations are not as simple as dining or movie evaluations.
However, there are already many pioneering experiences in the world. For example, NHS Choices under the British NHS (National Health Service), on average, every British person browses 9 times a year. Its principle is to provide the public with an opportunity to allow access to The medical service commented publicly.
Therefore, patients can not only comment and rate medical services on NHS Choices, but also medical institutions and doctors can provide corresponding service feedback.
One study showed that 61%, 37%, and 17% of medical services or doctors in the UK, Germany, and the US, respectively, have been rated on the Internet.
Moreover, the medical and health evaluation on Yelp, a local service platform in the United States, is positively correlated with the consumer evaluation score of the official medical institution in the United States, which is an effective supplement.
Obviously, for the medical professional field, the construction of such a socialized evaluation system is very necessary.
Due to the limitation of professional knowledge, it is inevitable that the choice of a doctor's specialty will not be understood by individual patients and cause controversy.
However, individual cases or small group events cannot represent the mainstream. If the sample is large enough, several unreasonable dissatisfaction can automatically become invalid evaluations.
Just like a window unit such as a bank, after the customer handles the business, a button option of satisfaction or dissatisfaction greatly improves the behavior of the staff.
Therefore, Internet medical evaluation of medical services, if properly grasped, can certainly become an important driver to promote the improvement of service quality in hospitals and an important window for doctor-patient communication.
It should be noted that through rigorous rule design, the possibility of Internet medical reviews being abused should be reduced, especially for some possible malicious attacks and other issues, which should not sit idly by, and strictly limit or preempt the most probable harm. It is necessary to perform guiding duties, strengthen the management of the content of patient evaluations, and encourage evaluations to be limited to the overall feeling of medical treatment, and to avoid some obvious extreme and biased remarks rising to personal attacks.
Promoting the construction of a socialized evaluation system for the medical service system will do more good than harm to the progress of the industry.
As long as the satisfaction evaluation can get out of the entanglement of some individual cases and gradually form a scientific system with the overall satisfaction as the final evaluation result, the Internet evaluation can definitely become an effective means to urge hospitals and doctors to improve service quality.
作者：郑山海(应急总医院医务处副处长、急诊科主任)