我国公立医院应用人工智能改善患者体验的典型案例研究  

Typical cases study on the application of artificial intelligence to improve patient experience in public hospitals in China

作　　者：许洛 胡银环[1,2] 冯显东 郎东 刘莎 XU Luo;HU Yinhuan;FENG Xiandong;LANG Dong;LIU Sha(School of Medicine and Health Management,Tongji Medical College,Huazhong University of Science and Technology,Wuhan 430030,Hubei,China;Major Disciplinary Platform under Double First-Class Initiative for Liberal Arts at Huazhong University of Science and Technology(Research Center for High-Quality Development of Hospitals),Wuhan 430030,Hubei,China;School of Public Health,Shanghai Jiao Tong University School of Medicine,Shanghai 200025,China)

机构地区：[1]华中科技大学同济医学院医药卫生管理学院,湖北武汉430030 [2]华中科技大学文科双一流建设重大学科平台(医院高质量发展研究中心),湖北武汉430030 [3]上海交通大学公共卫生学院,上海200025

出　　处：《健康发展与政策研究》2024年第4期301-307,共7页Health Development and Policy Research

基　　金：国家自然科学基金项目(72274068)。

摘　　要：目的 梳理公立医院应用人工智能改善患者体验的典型案例,分析相关策略与实践。方法 于2024年4月,在各数据库、医院门户网站、公众号平台上检索筛选公立医院应用人工智能改善患者体验的实践案例。基于患者旅程理论,使用文本分析法对案例内容进行主题编码分析,并开展2轮专家咨询以确定典型案例,采取叙述性方法对其创新经验进行总结,提炼出不同医疗阶段应用人工智能改善患者体验的具体路径及侧重点。结果 初步检索出47个相关案例,根据案例文本内容进行编码,构建应用人工智能改善患者体验的主题框架。主题框架涵盖诊前服务、诊中服务、诊后服务3个主要阶段,具体包括智能导诊、流程优化、辅助自查、疾病预测等改善患者体验的10种组织实践方式。分析专家筛选出的15个典型案例,发现公立医院在诊前阶段侧重于增强患者参与和优化就诊流程,诊中阶段注重提升诊疗服务的质量与效率,诊后阶段倾向于提供持续性的健康管理和个性化随访。结论人工智能在诊前、诊中、诊后各阶段的应用,可从不同角度改善患者就医感受,各地公立医院应积极应用先进技术助力患者体验提升。Objective To sort out typical cases of public hospitals applying artificial intelligence to improve patient experience,and analyse related strategies and practices.Methods In April 2024,practice cases of public hospitals applying artificial intelligence to improve patient experience were searched and screened on various databases,hospital portals,and public platforms.Based on Patient Journey Theory,the case content was analysed by thematic coding using text analytics,and 2 rounds of expert consultation were conducted to identify typical cases,and a narrative approach was adopted to summarise and distil their innovative experiences.Results Initially,47 relevant cases were retrieved and coded according to the textual content of the cases to construct a thematic framework for the application of AI to improve patient experience.The thematic framework covers three main stages:pre-diagnostic service,diagnostic service and post-diagnostic service,and specifically includes 10 organisational practices to improve patient experience,such as intelligent diagnostic guidance,process optimisation,assisted self-examination and disease prediction.The 15 typical cases identified by the experts were further summarised and analysed to refine the specific ways and focuses of applying AI to improve patient experience at different stages of the medical journey.It was found that public hospitals focus on improving patient engagement and optimising the consultation process in the pre-consultation stage,improving the quality and efficiency of consultation services in the mid-consultation stage,and providing continuous health management and personalised follow-up visits in the post-consultation stage.Conclusion The application of artificial intelligence in the pre-diagnosis,diagnosis and post-diagnosis phases can significantly improve the patient's experience from different perspectives,and public hospitals around the world should actively apply advanced technology to help improve the patient experience.

关 键 词：患者体验 公立医院 人工智能 案例研究 

分 类 号：R197.1[医药卫生—卫生事业管理]