智慧门诊服务模式在门诊预约诊疗中的应用  

Application of smart service model in outpatient appointment diagnosis and treatment

作　　者：万孟超 王云龙[1] 何青松[1] 蔡明丽[1] 方倩 孙玉平 杨琪敏 WAN Mengchao;WANG Yunlong;HE Qingsong;CAI Mingli;FANG Qian;SUN Yuping;YANG Qimin(Outpatient Department of Jiangxi Provincial People's Hospital,Nanchang 330006,China)

机构地区：[1]江西省人民医院(南昌医学院第一附属医院)门诊部,330006

出　　处：《中国老年保健医学》2024年第6期153-155,共3页Chinese Journal of Geriatric Care

基　　金：江西省卫生健康委科技计划(编号:202410161)。

摘　　要：目的探索智慧门诊服务模式在医院门诊预约诊疗中的实践应用和效果。方法通过加强医院信息化建设、规范人员培训管理、宣传推广和制定服务评价模式,将手机服务终端APP预约、自助签到预约就诊、检查等智慧门诊服务模式应用到门诊患者就诊全过程中,分析比较应用前后门诊患者的门诊预约就诊情况、患者就诊时间情况以及就医满意度的三方面指标。结果智慧门诊服务模式应用后,总预约就诊人数和占比均呈现逐步上升趋势;应用后6个月和应用后1年的预约率较应用前差异均有统计学意义(P<0.05);应用后1年的患者就诊等候时间为(28.73±10.89)分钟,较应用前的(22.73±8.73)分钟明显缩短,差异亦有统计学意义(P<0.05);应用后门诊满意率为91.94%,较应用前满意率85.98%差异有统计学意义(P<0.05)。结论将智慧门诊服务模式应用于医院门诊预约诊疗中能优化门诊就医流程,持续改善患者就医体验,提高患者就医满意度。Objective To explore the practical application and effectiveness of the smart outpatient service model in hospital out-patient appointment diagnosis and treatment.Methods By strengthening hospital information construction,standardizing personnel training and management,promoting and advertising,and developing service evaluation models,smart outpatient service models such as mobile service terminal APP appointment,self-service check-in appointment,examination,etc.are applied to the entire process of outpatient visits.The three indicators of outpatient appointment status,patient visit time,and medical satisfaction before and after ap-plication are analyzed and compared.Results After the application of the smart outpatient service model,the total number and pro-portion of appointments for medical treatment showed a gradual upward trend.The difference in appointment rates between 6 months and 1 year after application was statistically significant(P<0.05)compared to before application.The waiting time for patients one year after application was(28.73±10.89)minutes,which was significantly shorter than before application(22.73±8.73)minutes,and the difference was also statistically significant(P<0.05).The satisfaction rate of outpatient services after application was 91.94%,which was significantly different from the satisfaction rate of 85.98%before application(P<0.05).Conclusion Apply-ing the smart outpatient service model to hospital outpatient appointment diagnosis and treatment can optimize the outpatient medical process,continuously improve the patient's medical experience,and enhance satisfaction.

关 键 词：门诊 智慧 服务 

分 类 号：R47[医药卫生—护理学]