智 慧 养 老 综 合 服 务平 台
建 设 方 案
目 录
目 录............................................................................................................................................................................ 1
1. 智慧养老综合服务平台概述............................................................................................................................. 15
1.1 项目定义 ........................................................................................................................................................... 15
1.2 项目特点 ........................................................................................................................................................... 15
1.3 平台设计原则 ................................................................................................................................................... 15
1.3.1 可运营.........................................................................................................................................................15
1.3.2 可管理.........................................................................................................................................................16
1.3.3 可维护.........................................................................................................................................................16
1.4 网络拓扑图 ....................................................................................................................................................... 16
1.5 业务流程图 ....................................................................................................................................................... 16
2. 平台优势..............................................................................................................................................................19
2.1 平台功能优势 ................................................................................................................................................... 19
2.1.1 紧急呼救.....................................................................................................................................................19
2.1.2 来电弹屏.....................................................................................................................................................19
2.1.3 智能定位.....................................................................................................................................................19
2.1.4 组合查询和统计报表功能.........................................................................................................................19
2.1.5 智能化工单服务跟踪.................................................................................................................................19
2.1.6 工单服务流程闭环管理.............................................................................................................................19
2.1.7 主动关怀.....................................................................................................................................................20
2.1.8 系统功能模块定制化设计.........................................................................................................................20
2.2 平台技术优势及特点 .......................................................................................................................................20
2.3 平台创新优势 ................................................................................................................................................... 20
2.3.1 养老需求一站式解决.................................................................................................................................20
2.3.2 开放信息平台引入市场竞争机制.............................................................................................................21
2.3.3 建立服务商家点评机制.............................................................................................................................21
2.3.4 建立老人健康评估管理机制.....................................................................................................................21
第 1 页 共 209 页
2.3.5 建立服务工单跟踪监督机制.....................................................................................................................21
2.3.6 开辟亲情互动圈子交友专区.....................................................................................................................21
2.4 平台技术优势及特点 .......................................................................................................................................21
2.5 居家养老信息化服务系统承载的服务内容 ...................................................................................................22
3. 平台建设的意义和价值......................................................................................................................................22
3.1 平台适用对象 ................................................................................................................................................... 22
3.2 平台建设目标(中心职能) ...........................................................................................................................22
3.3 符合养老服务标准 快速与政府对接..............................................................................................................22
3.4 规范服务 区隔市场 增强竞争力 ..................................................................................................................... 23
3.5 管理数据化 增加会员忠诚度 ..........................................................................................................................23
4. 平台功能架构及描述..........................................................................................................................................23
5. 养老运营管理子系统..........................................................................................................................................24
5.1 系统主页面 ....................................................................................................................................................... 24
5.1.1 系统主界面.................................................................................................................................................24
5.1.2 我的主页.....................................................................................................................................................26
5.2 基础数据 ........................................................................................................................................................... 26
5.2.1 服务区域管理.............................................................................................................................................26
5.2.2 服务类别管理.............................................................................................................................................28
5.2.3 服务商家管理.............................................................................................................................................29
5.2.4 服务发布管理.............................................................................................................................................31
5.2.5 管家信息管理.............................................................................................................................................33
5.3 老人信息 ........................................................................................................................................................... 34
5.3.1 老人基础信息.............................................................................................................................................34
5.3.2 老人健康信息.............................................................................................................................................40
5.3.3 老人定位管理.............................................................................................................................................42
5.3.4 老人终端管理.............................................................................................................................................43
5.4 工单管理 ........................................................................................................................................................... 44
5.4.1 工单管理.....................................................................................................................................................44
5.4.2 回访管理.....................................................................................................................................................47
5.4.3 投诉管理.....................................................................................................................................................49
5.4.4 工单超时日志.............................................................................................................................................51
5.4.5 退单管理.....................................................................................................................................................51
第 2 页 共 209 页
5.5 健康管理 ........................................................................................................................................................... 54
5.5.1 健康数据管理.............................................................................................................................................54
5.5.2 医院信息管理.............................................................................................................................................58
5.5.3 健康数据采集.............................................................................................................................................59
5.5.4 健康设备管理.............................................................................................................................................64
5.6 主动关怀 ........................................................................................................................................................... 65
5.6.1 提醒信息.....................................................................................................................................................66
5.6.2 紧急呼叫记录.............................................................................................................................................67
5.6.3 老人巡检管理.............................................................................................................................................68
5.6.4 预警信息管理.............................................................................................................................................68
5.6.5 活动管理.....................................................................................................................................................69
5.7 业务报表 ........................................................................................................................................................... 70
5.7.1 营业报表.....................................................................................................................................................70
5.7.2 服务类别报表.............................................................................................................................................71
5.7.3 服务人员报表.............................................................................................................................................73
5.7.4 工单报表.....................................................................................................................................................73
5.8 实时监控 ........................................................................................................................................................... 76
5.8.1 大屏监控.....................................................................................................................................................76
5.8.2 位置监控.....................................................................................................................................................78
5.8.3 呼叫中心监控.............................................................................................................................................79
5.9 话务报表 ........................................................................................................................................................... 80
5.9.1 明细报表.....................................................................................................................................................80
5.9.2 统计分析.....................................................................................................................................................83
5.10 办公管理 ......................................................................................................................................................... 85
5.10.1 办公管理...................................................................................................................................................85
5.10.2 首页信息管理...........................................................................................................................................88
5.11 系统管理 ......................................................................................................................................................... 91
5.11.1 用户账号管理...........................................................................................................................................91
5.11.2 权限管理...................................................................................................................................................92
5.11.3 系统设置...................................................................................................................................................95
5.12 会员管理 ......................................................................................................................................................... 97
5.12.1 会员卡管理...............................................................................................................................................97
5.12.2 会员信息管理...........................................................................................................................................98
5.12.3 会员礼品管理.........................................................................................................................................101
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5.13 套餐管理 ....................................................................................................................................................... 102
5.13.1 套餐设置.................................................................................................................................................102
5.13.2 套餐详情.................................................................................................................................................103
5.13.3 购买套餐.................................................................................................................................................103
5.13.4 服务计划排单.........................................................................................................................................104
5.13.5 服务排单详情.........................................................................................................................................104
5.13.6 套餐消费统计.........................................................................................................................................105
5.14 APP 信息管理 ...............................................................................................................................................105
5.14.1 APP 图片管理.........................................................................................................................................105
5.14.2 子女账号管理.........................................................................................................................................106
5.15 中间件接口程序...........................................................................................................................................107
5.16 应用支撑子系统...........................................................................................................................................108
5.16.1 卫星定位系统.........................................................................................................................................108
5.16.2 地理信息系统.........................................................................................................................................108
5.16.3 其他应用支撑系统.................................................................................................................................109
6. 民政监管子系统................................................................................................................................................110
6.1 主界面 ............................................................................................................................................................. 110
6.2 大屏展示 ......................................................................................................................................................... 110
6.3 评估机构 ......................................................................................................................................................... 111
6.4 老人档案 ......................................................................................................................................................... 111
6.5 评估审核 ......................................................................................................................................................... 112
6.6 评估公示 ......................................................................................................................................................... 113
6.7 补贴管理 ......................................................................................................................................................... 113
6.8 服务管理 ......................................................................................................................................................... 114
6.9 统计分析 ......................................................................................................................................................... 114
6.9.1 补贴月度统计...........................................................................................................................................114
6.9.2 补贴发放汇总...........................................................................................................................................115
6.9.3 服务月度统计...........................................................................................................................................115
6.9.4 服务消费明细...........................................................................................................................................116
7. 能力评估子系统................................................................................................................................................116
7.1 主界面 ............................................................................................................................................................. 116
7.2 老人评估管理 .................................................................................................................................................117
7.3 服务评价管理 .................................................................................................................................................118
第 4 页 共 209 页
7.4 评估人员管理 .................................................................................................................................................118
8. 健康管理子系统................................................................................................................................................118
8.1 医生信息管理 .................................................................................................................................................118
8.2 健康咨询管理 .................................................................................................................................................119
8.3 健康档案管理 .................................................................................................................................................120
8.4 健康监测管理 .................................................................................................................................................121
8.5 预约挂号管理 ...................................................................................................................错误!未定义书签。
8.6 巡诊随访管理 ...................................................................................................................错误!未定义书签。
8.7 健康评估管理 ...................................................................................................................错误!未定义书签。
8.8 医生个人中心 ...................................................................................................................错误!未定义书签。
9. 营销管家子系统................................................................................................................................................122
9.1 网页版登陆 .....................................................................................................................................................122
9.2 首页信息 ......................................................................................................................................................... 123
9.3 初始数据 ......................................................................................................................................................... 123
9.4 老人信息 ......................................................................................................................................................... 125
9.4.1 老人信息管理...........................................................................................................................................125
9.4.2 老人亲属信息...........................................................................................................................................126
9.4.3 老人用药调查...........................................................................................................................................127
9.4.4 老人健康档案...........................................................................................................................................127
9.4.5 老人就诊记录...........................................................................................................................................128
9.4.6 老人交谈记录...........................................................................................................................................128
9.4.7 老人定位系统...........................................................................................................................................129
9.5 巡检管理 ......................................................................................................................................................... 129
9.5.1 巡检计划管理...........................................................................................................................................129
9.5.2 老人巡检管理...........................................................................................................................................130
9.6 评估管理 ......................................................................................................................................................... 131
9.6.1 综合能力评估...........................................................................................................................................131
9.6.2 中医体质辨识...........................................................................................................................................131
9.6.3 消费能力评估...........................................................................................................................................132
9.7 活动管理 ......................................................................................................................................................... 132
9.7.1 活动列表管理...........................................................................................................................................132
9.7.2 活动邀请管理...........................................................................................................................................132
9.7.3 活动到场详情...........................................................................................................................................133
第 5 页 共 209 页
9.7.4 活动购买详情...........................................................................................................................................133
9.8 主动关怀 ......................................................................................................................................................... 134
9.8.1 老人生日提醒...........................................................................................................................................134
9.8.2 主动关怀提醒...........................................................................................................................................134
9.8.3 用药关怀提醒...........................................................................................................................................135
9.8.4 预警信息列表...........................................................................................................................................136
9.8.5 紧急呼叫记录...........................................................................................................................................137
9.9 健康管理 ......................................................................................................................................................... 137
9.9.1 健康弹屏管理...........................................................................................................................................137
9.9.2 健康监控管理...........................................................................................................................................137
9.9.3 手动采集管理...........................................................................................................................................138
9.10 套餐管理 ....................................................................................................................................................... 139
9.10.1 套餐详情.................................................................................................................................................139
9.10.2 购买套餐.................................................................................................................................................139
9.10.3 服务计划排单.........................................................................................................................................140
9.10.4 服务排单详情.........................................................................................................................................140
9.11 工单管理 ....................................................................................................................................................... 141
9.11.1 服务工单管理.........................................................................................................................................141
9.11.2 商品订单管理.........................................................................................................................................142
9.11.3 工单回访管理.........................................................................................................................................143
9.11.4 历史服务工单.........................................................................................................................................144
9.11.5 投诉信息管理.........................................................................................................................................145
9.11.6 投诉处理回访.........................................................................................................................................146
9.11.7 工单超时日志.........................................................................................................................................147
9.12 会员管理 ....................................................................................................................................................... 147
9.12.1 会员信息管理.........................................................................................................................................147
9.12.2 会员充值记录.........................................................................................................................................151
9.12.3 会员消费记录.........................................................................................................................................151
9.13 统计报表 ....................................................................................................................................................... 151
9.13.1 套餐消费统计.........................................................................................................................................152
9.13.2 服务工单统计.........................................................................................................................................152
9.13.3 服务项目统计.........................................................................................................................................152
9.13.4 工单回访满意度统计.............................................................................................................................153
9.14 管家信息 ....................................................................................................................................................... 153
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10. 志愿者管理子系统......................................................................................................... 错误!未定义书签。
10.1 志愿者团体管理.............................................................................................................错误!未定义书签。
10.2 志愿者信息管理.............................................................................................................错误!未定义书签。
10.3 服务项目管理 .................................................................................................................错误!未定义书签。
10.4 服务统计报表 .................................................................................................................错误!未定义书签。
10.5 志愿者个人中心.............................................................................................................错误!未定义书签。
11. 服务商家管理子系统....................................................................................................................................154
11.1 服务发布 ....................................................................................................................................................... 154
11.2 服务人员 ....................................................................................................................................................... 154
11.3 服务订单 ....................................................................................................................................................... 155
11.4 商品管理 ....................................................................................................................................................... 155
11.4.1 商品分类.................................................................................................................................................155
11.4.2 商品信息.................................................................................................................................................155
11.4.3 仓库管理.................................................................................................................................................156
11.4.4 采购入库.................................................................................................................................................156
11.4.5 库存盘点.................................................................................................................................................156
11.4.6 供应商管理.............................................................................................................................................157
11.5 统计报表 ....................................................................................................................................................... 157
11.5.1 分月度工单统计.....................................................................................................................................157
11.5.2 分日期工单统计.....................................................................................................................................158
11.5.3 服务人员工单统计.................................................................................................................................158
11.5.4 分项目工单统计.....................................................................................................................................159
11.5.5 服务评价统计.........................................................................................................................................159
11.5.6 月度收益统计.........................................................................................................................................160
12. 养老机构管理子系统..................................................................................................... 错误!未定义书签。
12.1 系统主页面.....................................................................................................................错误!未定义书签。
12.2 我的首页 .........................................................................................................................错误!未定义书签。
12.3 咨询接待 .........................................................................................................................错误!未定义书签。
12.3.1 咨询接待管理.......................................................................................................... 错误!未定义书签。
12.3.2 来访登记管理.......................................................................................................... 错误!未定义书签。
12.3.3 床位查询.................................................................................................................. 错误!未定义书签。
12.4 老人管理 .........................................................................................................................错误!未定义书签。
第 7 页 共 209 页
12.4.1 老人基本信息.......................................................................................................... 错误!未定义书签。
12.4.2 老人健康档案.......................................................................................................... 错误!未定义书签。
12.4.3 老人体检报告.......................................................................................................... 错误!未定义书签。
12.4.4 老人就诊记录.......................................................................................................... 错误!未定义书签。
12.4.5 老人用药计划.......................................................................................................... 错误!未定义书签。
12.4.6 老人相册管理.......................................................................................................... 错误!未定义书签。
12.4.7 分管院长审核.......................................................................................................... 错误!未定义书签。
12.4.8 主管院长审核.......................................................................................................... 错误!未定义书签。
12.5 评估管理 .........................................................................................................................错误!未定义书签。
12.5.1 老人能力评估.......................................................................................................... 错误!未定义书签。
12.5.2 中医体质评估.......................................................................................................... 错误!未定义书签。
12.5.3 评估预警.................................................................................................................. 错误!未定义书签。
12.6 呼叫弹屏 .........................................................................................................................错误!未定义书签。
12.6.1 来电弹屏.................................................................................................................. 错误!未定义书签。
12.6.2 床位呼叫器弹屏...................................................................................................... 错误!未定义书签。
12.6.3 定位设置.................................................................................................................. 错误!未定义书签。
12.6.4 老人室外定位.......................................................................................................... 错误!未定义书签。
12.6.5 电子围栏设置.......................................................................................................... 错误!未定义书签。
12.6.6 电子围栏报警.......................................................................................................... 错误!未定义书签。
12.6.7 定位终端发放管理.................................................................................................. 错误!未定义书签。
12.6.8 护工人员定位.......................................................................................................... 错误!未定义书签。
12.7 档案管理 .........................................................................................................................错误!未定义书签。
12.7.1 床位设置管理.......................................................................................................... 错误!未定义书签。
12.7.2 护理费用查询.......................................................................................................... 错误!未定义书签。
12.7.3 服务费用查询.......................................................................................................... 错误!未定义书签。
12.7.4 入住合同管理.......................................................................................................... 错误!未定义书签。
12.7.5 合同预警列表.......................................................................................................... 错误!未定义书签。
12.8 护理管理 .........................................................................................................................错误!未定义书签。
12.8.1 护工管理.................................................................................................................. 错误!未定义书签。
12.8.2 护理组管理.............................................................................................................. 错误!未定义书签。
12.8.3 护理项目设置.......................................................................................................... 错误!未定义书签。
12.8.4 护理计划设置.......................................................................................................... 错误!未定义书签。
12.8.5 护理计划明细.......................................................................................................... 错误!未定义书签。
12.8.6 临时护理记录.......................................................................................................... 错误!未定义书签。
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