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镇江医保公共服务提质增效惠民生

医疗健康
文章来源·镇江日报

医保公共服务事关参保群众切身利益,增强其均衡性和可及性不仅是基本公共服务发展的题中之意,也是推动“健康中国”建设、实现医保发展成果由人民共享、更好满足参保群众需求的必然选择。

近年来,市医保局立足群众需求,通过延伸服务网络、创新服务模式、精简办事流程、完善信息平台等举措,赋能医保公共服务提质增效,加快“15分钟医保服务圈”建设,持续放大“医路有我·保障一生”机关服务品牌效应,为每一个镇江人的幸福生活筑牢坚实的保障之基,实实在在帮群众解难题、为群众增福祉。

推行“两种模式”,医保经办再近点

“医保业务村里就能办。”“家门口就能办好医保报销,再也不用去医保大厅排队啦。”提起“15分钟医保服务圈”建设带来的便利,每一个镇江市民都感受颇深。

服务,放在离群众最近的地方,便有了温度。近年来,市医保部门全力推动“15分钟医保服务圈”建设,通过“嵌入+下沉”两种模式,织密覆盖城乡的医疗保障公共服务网络。

一方面,按照 “嵌入式”服务模式,依托医保定点医药机构相继建成74个医疗保障服务中心、397个医疗保障服务站和805个医疗保障服务点。2021年6月以来,仅江苏大学附属医院、市第一人民医院等市区12家医疗机构医保分中心就办理各项医保业务15.1万件,涉及居民重大疾病登记、异地就医备案、特药待遇认定等19项医保业务,更好地满足了患者及家属的需求。

另一方面,按照政务服务平台“下沉式”服务模式,依托全市59家乡镇(街道)为(便)民服务中心打造医保公共服务平台,将参保登记、异地就医备案等13项医保高频服务事项“下沉办理”并向731家村(社区)便民服务站延伸。基层医保公共服务可及率达100%。

“‘15分钟医保服务圈’建设连续两年被纳入镇江市民生实事项目,今年被纳入《政府工作报告》重点任务。根据目标,到2025年底,镇江村(社区)医保公共服务100%全覆盖。”市医疗保险基金管理中心综合业务管理科科长冯冰丹介绍,医保部门以创建“医路有我·保障一生”机关服务品牌为抓手,切实打通医保公共服务“最后一米”,让参保群众省心省力少跑腿。

打造“两个环境”,办事体验更舒心

“没想到在家门口的街道就能办医保业务,走过来也没多长时间,几分钟就办好了。”在润州区七里甸街道党群服务中心,前来为女儿办理城乡居民医保参保手续的沈颖对这里的服务环境和工作人员的专业服务赞不绝口。

自打造“15分钟医保服务圈”以来,全市各医保经办窗口不断完善便民服务设施,窗口设置引导咨询区、排队叫号区、自助服务区、等候休息区、多媒体服务区等功能区域,投放医保自助一体机,放置医保政策宣传资料架,配置填单台、老花镜、手机充电站等多样便民用品,为群众提供舒适的办事环境。

作为与参保群众直接打交道的前沿阵地,镇江医保部门致力于打造高效优质的服务窗口,通过打造软硬件“两个环境”让群众满意而归。

按照标准化建设要求,全市医保公共服务窗口实现经办事项名称、申办材料、经办方式、经办流程、办理时限、服务标准“六统一”,在市和各市区两级服务大厅实施综合柜员制,医保公共服务事项实现“一窗受理、一次办结”。在此基础上,镇江医保以全省统一的医保服务事项清单和办事指南为标准,加大培训力度,全面提升“15分钟医保服务圈”工作人员业务水平。

“我们坚持服务受理零推诿、服务事项零积压、服务方式零距离、服务质量零差错、服务对象零投诉,力争实现服务质量最优、所需材料最少、办理时限最短、办事流程最简、群众满意度最高。”市医保综合服务大厅负责人马红介绍,医保部门在全市各级经办窗口推广“五零”“五最”服务,持续开展“周六不打烊”和“午间不断档”延时服务以及容缺办理,将“医路有我·保障一生”机关服务品牌越擦越亮。

打通“两条路径”,服务便捷加速度

挂号、查询、缴费、配药、出院结算……不知不觉中,镇江人发现,办理这些医保业务,“扫扫码”“刷刷脸”就能轻松搞定。

为了让群众办事更省心省力,镇江医保将标准化经办、人性化理念作为公共服务提升的生动注解,打通信息化、便利化“两条路径”,聚焦企业关注、市民关心的高频医保服务事项,努力实现“数据多跑腿、群众少跑路”。

2021年6月,“镇江智慧医保”正式上线,为参保单位和个人“不见面”医保经办提供了网上平台。企事业单位、个人通过电脑或手机注册并登录公共服务系统,即可进行32项医保公共服务“网上办”“掌上办”。同年12月,国家医保信息平台切换上线后,“镇江智慧医保”服务功能升级,“网上办”“掌上办”服务得到全面优化。近年来,全市持续推进医保码全流程应用,全民就医从“卡时代”迈入“码时代”。今年7月,随着镇江市医保信用就医平台的上线,先诊疗后付费、住院免押金,让群众享受到了更好的就医体验……

“信息化”实现了医保公共服务“线上办”,而“热线办”则进一步助推了医保公共服务“便利化”。

2021年9月,镇江12393医保服务热线在全省率先上线。“每天,我们12个专席随时准备,等候倾听市民的各种诉求。”热线话务班负责人马静蓓介绍,热线工作日平均接听话务量在700人次以上,话务高峰期达到1200多人次。在政策咨询、综合查询、即时业务受理、意见建议反馈等方面,热线已逐步成为我市医保领域民情民意汇集的重要平台。

“我们将持续擦亮‘医路有我·保障一生’服务品牌,不断深化医保改革、优化医保经办服务、提升管理服务水平,让医保公共服务进一步提质效、惠民生。”市医保局机关党委专职副书记、四级调研员陈光宇表示,医保部门要让医保服务由经办变“精办”,不断满足人民群众对医疗保障的期待。(记者 古瑾 通讯员 郑一云 李翔)