智能导诊机器人在门诊患者就诊流程中的应用效果  

Intelligent Robot Guidance Application Effects in Outpatient Service

作　　者：刘彩宏[1] 孙硕[1] 戎清 全威[1] 任素琴[1] Liu Caihong;Sun Shuo;Rong Qing;Quan Wei;Ren Suqin(Comprehensive First Clinic Area of Chinese PLA General Hospital, Beijing 100853, China)

机构地区：[1]中国人民解放军总医院综合一诊区,北京市100853

出　　处：《中国病案》2017年第12期57-59,共3页Chinese Medical Record

基　　金：解放军总医院扶持基金课题管理创新项目的自助课题;2016FC-GLCX-1002

摘　　要：目的探讨智能导诊机器人在门诊患者就诊流程中的应用效果与体会。方法 2017年6月1日-7月31日应用智能导诊机器人期间,从门诊护士工作量、分诊效率、患者满意度等方面对应用智能导诊机器人的效果进行评价。结果智能导诊机器人在诊区内日平均交互次数在800次左右,相当于完成分诊护士50%的工作量。患者就诊体验满意度大大提高,患者满意度由96.5%提升为98.7%(P<0.05),差异有统计学意义。结论智能导诊机器人能有效分担分诊护士的工作量;护士会有更多的时间为患者做更加详细的健康教育和就诊指导,同时改善了患者的就医体验、优化了预检分诊工作、并提升了门诊的整体形象。Objective To investigate the effect of applying intelligent robot in outpatient service. Methods During the period of applying intelligent robot（from June 2017 to July 2017）, the effects were evaluated according to work quantity, efficiency of triage, degree of satisfaction. Results The interactive times of intelligent robot was about 800 per day, which is equal to a half of the workload for a nurse. Intelligent robot effectively reduce the workload of nurse in out-patient section and improve the treatment efficiency and degree of satisfaction. The satisfaction rate was raised from 96.5% to 98.7%（P0.05）. The difference was statistically significant. Conclusion Intelligent robot effectively share the heavy workload of out-patient nurse. The out-patient nurse is able to offer more detailed health education and treatment guidance. It also improve the experience of treatment and optimize the pre-examination and triage. Intelligent robot raise the profile of our hospital.

关 键 词：智能导诊机器人 就诊体验 服务质量 效果评价 

分 类 号：R47[医药卫生—护理学]