缓解老年人就医焦虑的导诊服务系统设计研究

Design of a Guided Medical Consultation Service System to Alleviate Medical Anxiety among the Elderly

目的关注老年人的就医需求,通过创新性导诊服务系统缓解老年人的就医焦虑,改善老龄化群体的就医体验,提高就医效率与满意度。方法采用实地观察法与访谈法,记录并分析老年患者的就医行为路径。基于SAPAD理论模型框架,进行不同维度的映射探究,利用聚类分析得出一般意义簇。运用层次分析法(AHP)进行定量数据分析,统计出一般意义簇的权重值排序,从而获得核心意义簇。结论研究结果应用SAPAD-AHP法挖掘老年患者就医真实需求,构建产品功能模块,提出系统化的数字化老年患者就医服务导诊设计,通过导诊服务系统的构建,为老年患者提供友好的数字化服务,保障老年人的就医需求,建立更为人性化的老年就医平台。

Focusing on the medical needs of the elderly,the work aims to alleviate the medical anxiety of the elderly,improve the medical experience of the aging population,and enhance the medical efficiency and satisfaction through an innovative guided medical consultation service system.On-site observation and interview methods were employed to record and analyze the medical behavior paths of elderly patients.Based on the SAPAD theoretical model structure,mapping exploration was conducted in different dimensions,and clustering analysis was used to derive clusters of general significance.Quantitative data analysis was conducted by the Analytic Hierarchy Process(AHP)to statistically rank the weight values of clusters of general significance,thus obtaining the core clusters of significance.The SAPAD-AHP method is applied to explore the genuine medical needs of elderly patients,construct the product functional modules,and propose a systematic digital design for the guided medical consultation services for elderly patients.The ultimate goal is to provide friendly digital services for elderly patients through the construction of a guided medical consultation service system,ensure the medical needs of the elderly and establish a more humanized medical platform for the elderly.