人工客服在门诊危急值闭环管理中的效果研究

The Effect of Human Customer Service in Closed Loop Management of Outpatient Critical Value

目的探讨人工客服参与门诊危急值闭环管理后的危急值处置效果。方法选取某院2022年1月-6月、2023年1月-6月门诊危急值患者为研究对象,对人工客服参与前后门诊危急值患者2 h内、2 h~6 h、超过6 h处置率与患者满意度进行统计分析。结果人工客服参与门诊危急值闭环管理后,观察组患者门诊2 h~6 h危急值处置率明显高于对照组,且患者满意度高于对照组,差异有统计学意义(P<0.05);观察组患者门诊2 h内以及超过6 h危急值处置率低于对照组,差异不具有统计学意义(P>0.05)。结论运用人工客服,以持续干预方式参与门诊危急值闭环管理,提高了门诊危急值处置效率与患者满意度,保障了患者生命安全。

Objective To explore the effect of critical value disposal after the human customer service participated in the outpatient critical value closed-loop management.Methods Patients with outpatient critical value in a hospital from January to June 2022 and from January to June 2023 were selected as the research objects,and the treatment rate and satisfaction of patients with in critical value 2 h,2 h to 6 h and more than 6 h before and after the participation of human customer service were statistically analyzed.Results After the human customer service participated in the closed-loop management of outpatient critical value,the critical value disposal rate of patients in the observation group was significantly higher than that in the control group within 2 h to 6 h,and the patient satisfaction was higher than that in the control group,the difference was statistically significant(P<0.05).The treatment rate of critical value within 2 h and more than 6 h in the observation group was lower than that in the control group,and the difference was not statistically significant(P>0.05).Conclusion The use of human customer service to participate in the closed-loop management of outpatient critical value through continuous intervention improves the efficiency of outpatient critical value disposal and patient satisfaction,and guarantees the life safety of patients.