某大型医院门诊数智化服务模式构建与应用  

Construction and application of a digital intelligent outpatient service mode in a large hospital

作　　者：单涛[1] 潘寅兵[1] 张松[2] 严瑾[1] 蒋宏伟[1] 金超 卢姗[1] 刘云[2] Shan Tao;Pan Yinbin;Zhang Song;Yan Jin;Jiang Hongwei;Jin Chao;Lu Shan;Liu Yun(Outpatient Department,Jiangsu Province Hospital,Nanjing 210029,China;President′s Office,Jiangsu Province Hospital,Nanjing 210029,China)

机构地区：[1]江苏省人民医院门诊部,南京210029 [2]江苏省人民医院院长办公室,南京210029

出　　处：《中华医院管理杂志》2024年第12期948-952,共5页Chinese Journal of Hospital Administration

基　　金：国家重点研发计划(2023YFC3605800)。

摘　　要：门诊服务能直观体现医院的医疗水平和服务效率。2024年2月,某三级甲等医院梳理了现有门诊服务存在的问题,基于泛在学习理论,构建了门诊数智化服务模式(包括理论基础层、数据基础层、患者画像层、知识融合层和应用层),并利用人工智能、大数据和知识组织等技术整合现有门诊数据资源和知识资源,打造了"精准加号"、全流程自助引导、老年患者"一码通"和一站式检验检查预约等多项应用服务,形成门诊数智化服务生态,为患者提供了精准、高效和便捷的门诊服务。截至2024年11月,相关应用服务为9.0万例患者线上精准加号,为2.1万例患者提供精准预约服务,并完成10.7万人次的老年患者"一码通"服务,取得良好成效,可为其他医院优化门诊服务提供参考。Outpatient service is a direct reflection of a hospital′s medical level and service efficiency.In February 2024,a tertiary hospital sorted out the existing problems in outpatient services,and constructed a digital intelligent service mode for outpatient services based on the theory of ubiquitous learning,including theoretical foundation layer,data foundation layer,patient profile layer,knowledge fusion layer,and application layer.Based on this mode,the hospital integrated existing outpatient data and knowledge resources using technologies such as artificial intelligence,big data,and knowledge organization,and created multiple application services such as"precision plus",full process self-service guidance,"one code pass"for elderly patients,and one-stop inspection and examination appointments,forming a digital intelligent service ecosystem for outpatient services and providing patients with accurate,efficient,and convenient outpatient services.As of November 2024,the relevant application services had provided accurate online booking services for 90000 patients,accurate appointment services for 21000 patients,and completed the"One Code Pass"service for 107000 elderly patients,achieving good results and providing references for other hospitals to optimize outpatient services.

关 键 词：医院门诊 泛在学习 数智化 服务模式 知识组织 精准服务 

分 类 号：TP3[自动化与计算机技术—计算机科学与技术]