基于效率优先的门诊自助机模块优化

Module Optimization of Outpatient Self-Service Machine Based on Efficiency Priority

目的通过对门诊自助机应用进行优化研究,达到扩大使用人群和号源,界面清晰,操作简便,提高自助机使用率、缩短患者等候时间、提升患者就医体验的目的。方法以历史数据为对照,通过对某三级医院门诊自助机使用采取增加实名认证方式、增加支付方式、实现全号源自助服务、优化自助机操作界面、实现全项目自助缴费等措施,考察改造后自助挂号率、退号率、自助缴费率、患者满意度等指标是否有显著提升。结果门诊自助机应用优化后,自助挂号率同比增加8.38%,退号率同比下降0.77个百分点,自助缴费率同比增加81.43%,工作日高峰时段患者在窗口缴费排队等候时间下降18.14%。结论优化门诊自助机应用流程,简化操作,可减少患者误操作,提高患者对门诊自助机服务的接受度,提高医院整体运转效率。

Objective To expand the number of users and registration guota, make the interface clear and easy to operate, increase the utilization rate of self-service machine to ultimately shorten patients’ waiting time and visiting experience by optimizing the application of outpatient self-service machine. Methods Historical data were taken as comparison to investigate whether the indicators, such as the self-register rate, withdrawing registration rate, the self-service payment rate, and the patients’ satisfaction rate had significant increase after the modification of a tertiary hospital outpatient self-service machine system, which included increasing real-name authentication and payment mode, achieving full self-register service, optimizing the self-service machine interface, realizing the whole project self-service payment, etc. Results After the optimization of outpatient self-service machine application, the self-service registration rate increased by 8.38%, the refund rate decreased by 0.77%, self-service payment rate increased by 81.43%, and the waiting time of patients at the window during peak hours on weekdays decreased by 18.14%. Conclusion Optimizing the application process of outpatient self-service machine and simplifying the operation can reduce patients’ misoperation, improve patients’ acceptance of outpatient self-service machine and improve the overall hospital operational efficiency.