智慧门诊背景下助老服务模式的构建与应用  

Construction and application of elderly service mode in the context of smart outpatient service

作　　者：张华秀[1] 黄霞[1] 郑增旺 江亦明[1] Zhang Huaxiu;Huang Xia;Zheng Zengwang;Jiang Yiming(The First Affiliated Hospital of Nanchang University,Nanchang 330006,China)

机构地区：[1]南昌大学第一附属医院,南昌330006

出　　处：《中华医院管理杂志》2022年第7期540-543,共4页Chinese Journal of Hospital Administration

基　　金：江西省社会科学基金项目(21SH10)。

摘　　要：智慧门诊背景下,帮助老年人实现智慧就医,提升其就医体验具有重要意义。某院探索构建"橙"心助老服务模式,并于2020年11月开始在门诊实施。该模式贯穿于老年患者就诊的全流程,通过对门诊自助设备进行适老化改造,成立老年人一站式诊疗中心优化就诊流程、设置老年人智慧门诊服务驿站,帮助其即时完成或逐步学习使用在手机和自助机上的相关操作,设立"橙"心助老学校,就疾病相关知识、信息化设备如何使用、就医流程等进行科普宣教,有效改善了老年患者的就诊体验,老年患者的候诊时间由实施前的(22.56±5.25)min缩短至实施后的(13.66±3.65)min,就诊整体满意度得分由3.63分提升至4.32分,满意率由78.00%提升至93.00%。可为改善智慧医疗背景下老年患者就医体验提供一定借鉴。As intelligent outpatient service comes into being,it is significant to enable the elderlies to leverage such benefits and improve their outpatient experience.A hospital explored an"Orange"heart-to-heart service mode for the elderlies in its outpatient clinics since November 2020.Covering the whole process of elderly outpatients visits in the mode,the following measures were taken,namely the age-appropriate transformation of outpatient self-service equipments,a one-stop medical center for the elderlies to optimize the outpatient flow,and a smart outpatient service station for the elderlies to help them immediately complete or gradually learn related operations on mobile phones and self-service machines.The"Orange"elderly assistance school provides elderlies with popular science education on disease knowledge,and how to use information equipment and medical procedures,effectively improving the experience of elderly outpatients.For example,their waiting time was shortened from(22.56±5.25)minutes before to(13.66±3.65)minutes after,and their overall satisfaction scoring for outpatient experience rose from 3.63 to 4.32 points,and satisfaction rate increased from 78.00%to 93.00%.It can provide reference for improving the outpatient experience of elderlies in the context of smart outpatient visits.

关 键 词：卫生服务管理 老年患者 智慧门诊 助老服务 就医体验 

分 类 号：R197.32[医药卫生—卫生事业管理]