基于预问诊服务的患者管理流程优化与实践

Optimization and practice of patient management process based on pre-consultation service

目的:基于移动互联网提供门诊预问诊服务,改善患者就诊体验。方法:构建基于互联网和智能引擎的预问诊系统,提供预问诊服务,患者通过智能引导填写相关内容;在就诊阶段,患者主动填写的病史信息可以在医生电子病历操作界面自动显示,医生可以进行有针对性地面诊交流。结果:该系统自2021年6月上线以来,预问诊及互动咨询日均使用交互2000人次,调用辅助诊断引擎日均200人次。2021年,在门诊就诊量超过2019年的前提下,候诊时间显著少于2019年(P<0.05);2022年,在门诊量与2020年接近的情况下,候诊时间显著少于2020年(P<0.05)。结论:预问诊服务可优化门诊就诊流程,缩短候诊时间,改善患者就医体验。

Objective To provide outpatient pre-consultation service based on mobile internet and improve patients'experience in receiving medical treatment.Methods A pre-consultation system based on internet and intelligent engine was built to provide pre-consultation service.Patients filled in relevant contents through intelligent guidance.In the consultation process,the medical history information filled in voluntarily by the patient can be automatically displayed on the operating interface of the doctor's electronic medical records,and the doctor can conduct targeted face-toface consultation and communication.Results Since the system was launched in June 2021,the average daily use of pre-diagnosis and interactive consultation was 2,000,and the average daily use of auxiliary diagnosis engine was 200.In 2021,on the premise that the number of outpatient visits exceeded that in 2019,the waiting time was significantly shorter than that in 2019(P<0.05).When the number of outpatient visits in 2022 was close to that in 2020,the waiting time in 2022 was significantly shorter than that in 2020(P<0.05).Conclusion The pre-consultation service can optimize the outpatient visit process,shorten the waiting time and improve the patient experience.