基于“互联网+”的门诊就诊流程优化管理在慢性病患者中的应用效果  

Application effects of outpatient service process optimization management based on‘Internet+’in patients with chronic diseases

作　　者：吴培源 WU Peiyuan(Office of Datian County Hospital of Traditional Chinese Medicine,Sanming 366100 Fujian,China)

机构地区：[1]大田县中医院办公室,福建三明366100

出　　处：《中国民康医学》2024年第20期136-138,共3页Medical Journal of Chinese People’s Health

摘　　要：目的:观察基于“互联网+”的门诊就诊流程优化管理在慢性病患者中的应用效果。方法:选取2022年3—9月于该院门诊就诊的34例慢性病患者为对照组,选取2022年10月至2023年2月于该院门诊就诊的34例慢性病患者为研究组。对照组实施常规门诊就诊流程管理,研究组实施基于“互联网+”的门诊就诊流程优化管理。比较两组门诊就诊满意度评分、门诊就诊指标(挂号时间、候诊时间、缴费时间和取药时间)水平、门诊就诊投诉率和就诊时负性情绪[焦虑自评量表(SAS)、抑郁自评量表(SDS)]评分。结果:研究组就诊环境、就诊方式、就诊流程、就诊便利度等门诊就诊满意度评分均高于对照组,差异有统计学意义(P<0.05);研究组挂号时间、候诊时间、缴费时间和取药时间均短于对照组,差异有统计学意义(P<0.05);研究组门诊就诊投诉率低于对照组,差异有统计学意义(P<0.05);研究组就诊时SAS、SDS评分均低于对照组,差异有统计学意义(P<0.05)。结论:基于“互联网+”的门诊就诊流程优化管理应用于慢性病患者可提高门诊就诊满意度评分,改善门诊就诊指标水平,降低门诊就诊投诉率和就诊时负性情绪评分,效果优于常规门诊就诊流程管理。Objective:To observe application effects of outpatient service process optimization management based on‘Internet+’in patients with chronic diseases.Methods:A total of 34 patients with chronic diseases who were treated in the outpatient department of this hospital from March to September 2022 were selected as the control group,another 34 patients with chronic diseases from October 2022 to February 2023 were selected as the study group.The control group was given routine outpatient service process management,while the study group was given the outpatient service process optimization management based on‘Internet+’.The outpatient service satisfaction score,the outpatient index(registration time,waiting time,payment time and drug taking time),the outpatient complaint rate,and negative emotion[self-rating anxiety scale(SAS),selfrating depression scale(SDS)]score at the time of treatment were compared between the two groups.Results:The outpatient service satisfaction scores of in the study group such as treatment environment,treatment mode,treatment process and treatment convenience were higher than those in the control group,and the differences were statistically significant(P<0.05).The registration time,the waiting time,the payment time and the drug taking time of the study group were shorter than those of the control group,and the differences were statistically significant(P<0.05).The outpatient complaint rate of the study group was lower than that of the control group,and the difference was statistically significant(P<0.05).Further,the scores of SAS and SDS in the study group were lower than those in the control group,and the differences were statistically significant(P<0.05).Conclusions:The outpatient service process optimization management based on‘Internet+’in the patients with chronic diseases can improve the outpatient service satisfaction scores,improve the levels of outpatient service indexes,and reduce the outpatient service complaint rate and the negative emotion scores at the time of treatment.

关 键 词：互联网+ 门诊就诊流程优化管理 慢性病 门诊预约 就诊满意度 投诉率 负性情绪 

分 类 号：R197.32[医药卫生—卫生事业管理]