老龄化背景下三级综合医院门诊自助服务的挑战与对策

Challenges and countermeasures of outpatient self-service in tertiary general hospitals under the background of aging

人口老龄化已成为全球普遍现象,但中国人口老龄化规模大、程度深、速度快。在三级综合医院门诊量普遍超负荷的情况下,门诊自助服务已经成为三级综合医院门诊服务的重要组成部分,极大缓解了医院的服务压力。由于老年人信息网络技术拥有和使用率偏低、信息技术的快速更新给老年患者带来了一些障碍、部分老年患者更依赖传统的人工服务,因此在老龄化背景下,医院门诊自助服务需要积极改变以应对这些挑战。三级综合医院应提升门诊服务质量和效率,减少数字鸿沟、针对不同的老年人进行分层服务、加强门诊服务培训、线上线下合理布局适当保留传统,不断优化门诊自助服务,既能响应积极应对人口老龄化国家战略,也能不断提高老年患者就诊获得感。

The aging of population has become a universal phenomenon in the world,but the aging of population in China is large,deep and fast.In the case of general overload of outpatient service in the tertiary general hospitals,outpatient self-service has become an important part of outpatient service,greatly relieving the service pressure of hospitals.Due to the low ownership and utilization rate of information network technology for the elderly,the rapid updating of information technology has brought some obstacles to elderly patients,and some elderly patients rely more on traditional manual services.Therefore,in the context of aging,hospital outpatient self-service needs to be actively changed to manage these challenges.The tertiary general hospitals should improve the quality and efficiency of outpatient services to reduce the digital divide,provide individuation Layered Service for different elderly people,strengthen outpatient service training,made reasonable online and offline layout and proper preservation of tradition,and constantly optimize outpatient self-service,which can not only respond to the national strategy of actively responding to population aging,but also continuously improve the sense of access to medical treatment of elderly patients.