医院门诊自助系统的对比研究  

Comparative Study on Self-Service Systems in Hospital Outpatient Department

作　　者：冯一侃 

机构地区：[1]浙江大学医学院附属妇产科医院

出　　处：《医院管理论坛》2016年第9期58-61,共4页Hospital Management Forum

摘　　要：目的研究外院门诊自助系统的使用情况,以指导我院门诊自助系统的改造。方法实地观察记录两家医院691名患者使用门诊自助机的情况,并对两家医院自助系统的功能特点和效益进行分析。结果自助系统功能单一化可显著提高操作成功率,但只能涵盖单一业务环节;全功能自助系统可涵盖除诊疗以外的几乎所有门诊业务,但患者使用体验不佳、操作成功率较低。结论自助软件按全功能设计,根据具体需求在不同楼层的机器上有选择地开启部分功能,可综合两种自助系统的优势,取得更好的使用效果。Objective To study on usage of other hospitals＇ self-service systems and provide a reference to the improvement of the self-service system of our hospital. Methods A total of 691 outpatients were observed while operating self-service devices in two hospitals and their operation process was recorded, after which, the functional characteristics and performance of the two different self-service systems were analyzed. Results Simplifying the functions of self-service system can improve the success rate of operation but only cover a single business. Although a fully functional system can cover all outpatient processes except medical activities, patients＇ experience is poor and success rate of operation is low. Conclusion In order to combine the advantages of two types of systems, we can develop a fully functional system and only enable some functions that are required according to the location of device.

关 键 词：门诊 自助机 患者 操作成功率 

分 类 号：R197.32[医药卫生—卫生事业管理]