基于信息传递模型的互联网医院接诊流程再造研究

Research on Online Consultation Process Reengineering of Internet Hospital Based on Information Transmission Model

目的基于信息传递模型再造互联网医院线上接诊流程,观察改善效果。方法互联网医院导航护士通过分析线上患者咨询主题,识别线上问诊流程的问题点,联合多部门基于"信息发出-传播-接收-反馈"再造线上接诊流程、参与开发移动订单提醒系统。结果抽取流程改善前后的283份、445份订单,患者订单发起后等待时长从338.50±366.452分钟降至168±249.102分钟,延时订单介入率从33.92%提高至79.28%,具有统计学意义;订单提醒耗时较改善前明显缩短;445份订单一致性99.33%。结论基于信息传递模型开展互联网医院线上接诊流程再造,有助于加快线上接诊响应时间,提高医务人员工作效率和满意度、促进互联网医院信息化管理水平提升。

Objective To observe the effect of reengineering online consultation process based on the information transmission model.Methods The navigation nurses of the Internet hospital analyzed the topics of online patient consultation,identified the problems of the online consultation process,cooperated with multiple departments to reengineer the online consultation process following"information sending-disseminationreceiving-feedback",and participated in developing a mobile order reminder system.Results The 283 and 445 orders before and after the process improvement were collected.The waiting time after the patients starting the order was reduced from(338.50±366.452)mins to(168±249.102)mins,and the intervention rate of delayed orders increased from 33.92%to 79.28%.The time of order reminding is significantly shorter than before the improvement.The consistency rate of the 445 orders was 99.33%.Conclusion Consultation process reengineering based on the information transmission model for the Internet hospital can help speed up online consultation response,improve the efficiency and satisfaction of medical staff,and promote the improvement of the information management level of the Internet hospital.