基于改善患者就医体验的入院服务中心信息化建设的应用效果研究

Research on the application effect of information construction of the hospital admission service center based on improving patients'medical experience

目的构建信息化入院服务系统,探讨入院服务中心信息化建设的应用效果。方法选择四川大学华西医院2022年6月—2023年1月的入院患者。通过创新性实践智慧安全闸机、自助式入院预约、院前检查前移、院前健康宣教、信息服务适老化改造等信息化入院服务举措,本研究调查患者在实施信息化入院服务后的就医体验,并比较在4种入院办理方式(华医通APP、微信公众号、自助服务机、人工办理)下患者的就医满意度。结果共调查患者1452例。就医总体满意度得分为(4.98±0.04)分。其中,华医通APP(4.99±0.03)分,微信公众号(4.98±0.13)分,自助服务机器(4.97±0.05)分,人工办理(4.92±0.11)分。不同办理入院方式的总体满意度的组间比较,差异有统计学意义(F=68.582,P<0.001)。开展入院服务中心信息化建设以来,患者办理入院所需时间平均为(12.4±2.3)min,89.4%(1298/1452)的患者认为办理入院的时间理想。结论入院服务中心信息化建设可有效改善患者就医体验,提升患者满意度,未来还应探索患者对信息化建设满意度的影响因素,不断改进升级入院服务中心信息化建设。

Objective To construct an information hospital service system and discuss the application effect of information construction in the hospital service center.Methods Patients admitted to West China Hospital of Sichuan University between June 2022 and January 2023 were selected.We innovatively practiced intelligent safety gate,selfappointment admission registration,pre-hospital examination and advance migration,pre-hospital health education,an age-appropriate transformation of information service,and other information service measures to investigate the medical experience of patients,and compared patients'satisfaction with medical treatment under four admission management methods(Huayitong APP,WeChat,self-service machine,and manual management).Results A total of 1452 patients were surveyed.The overall satisfaction score for medical treatment of patients was(4.98±0.04)points.Among them,Huayitong APP was(4.99±0.03)points,WeChat was(4.98±0.13)points,self-service machine was(4.97±0.05)points,and manual treatment was(4.92±0.11)points.There was a statistically significant difference between groups in overall satisfaction with different admission procedures(F=68.582,P0.001).Since the information construction of the hospital admission service center was carried out,the average time of admission was(12.4±2.3)minutes,and 89.4%(1298/1452)of patients thought the time of admission was ideal.Conclusions The information construction of a hospital admission service center can effectively improve patients'medical experience and enhance patient satisfaction.In the future,it is necessary to explore the influencing factors of patients'satisfaction with information construction,and constantly improve and upgrade the information construction of hospital admission service centers.