智慧门诊线上自助开单医疗服务现状调查及对策分析  

Status Investigation and Countermeasures of Online Self-service Billing Medical Service in Intelligent Outpatient Service

作　　者：刘艮英 李思佳 陈虹[1] 许功丹 刘丹[1] 王睆琳 贾丹[1] Liu Genying;Li Sijia;Chen Hong;Xu Gongdan;Liu Dan;Wang Huanlin;Jia Dan(Outpatient Department, West China Hospital of Sichuan University, Chengdu 610041, China;West China School of Nursing, Sichuan University, Chengdu 610041, China)

机构地区：[1]四川大学华西医院门诊部,成都610041 [2]四川大学华西临床护理学院,成都610041

出　　处：《成都医学院学报》2022年第3期390-394,408,共6页Journal of Chengdu Medical College

摘　　要：目的通过对门诊线上手机移动端自助开单医疗服务系统患者使用情况进行现状调研,了解当前自助开单医疗服务在系统使用运行、患者使用意愿及满意度等方面的情况,探索工作改进对策及未来发展前景。方法采用方便抽样法,2020年12月至2021年1月在四川大学华西医院手机移动端使用线上自助开单服务的患者中随机抽取600名作为研究对象,采用问卷调查法,收集相关资料并进行统计分析。结果χ^(2)检验结果显示,患者年龄、职业、居住地、是否知晓自助开单服务与是否使用自助医疗服务具有相关性;年龄、职业、是否知晓自助开单服务、认为最便捷方式、是否清楚检验项目流程、是否本人操作与患者使用满意度具有相关关系。二元Logistic回归分析发现,职业、是否知晓自助开单服务对是否使用自助开单服务具有明显影响。Logistic回归分析发现,是否知晓自助开单服务、是否清楚检验项目流程与患者使用满意度呈正相关。结论手机移动端自助开单服务提升了医疗服务质量和患者就医体验,提升了患者满意度,避免了医疗拥堵,一定程度降低了医务人员工作压力,对其他医疗机构具有一定的借鉴性。Objective To investigate the status quo of outpatients′use of the online self-service billing medical service system with their mobile terminals,so as to know the current situation of the system in terms of system operation,patients′willingness to use and satisfaction,and explore the improvement countermeasures and future development prospects.Methods By convenience sampling method,a total of 600 patients who used online self-service billing service with their mobile terminals in West China Hospital of Sichuan University from December 2020 to January 2021 were randomly selected as the research objects.Questionnaire survey was adopted to collect data for statistical analysis.Results Chi-square test results showed that patients′age,occupation,residence,awareness of the self-service billing service were correlated with whether they use the service.Factors that had a significant correlation with patient satisfaction with the service were age,occupation,awareness of self-service billing service,whether they think it is the most convenient way,whether they were clear about the process of the testing items,and whether they operate in person.Binary Logistic regression analysis found that occupation,awareness of self-service billing service had significant influence on whether to use self-service billing service.Logistic regression analysis showed that awareness of self-service billing service and awareness of the process of the testing items were positively correlated with patient satisfaction with the service.Conclusion Self-service billing service with mobile phones improves the quality of medical service and patients′experience of medical treatment,greatly improves the patient satisfaction,avoids medical congestion,reduces the working pressure of medical staff,and provides reference for other medical institutions.

关 键 词：自助开单服务系统 使用现状 问题对策 

分 类 号：R47[医药卫生—护理学]