构建线上门诊服务中心的实践

The Practice of Building an Online Outpatient Service Center

目的评价北京市某三甲专科医院线上门诊服务中心在优化门诊流程、提高患者满意度方面的效果。方法随机选取北京市某三甲专科医院2021年3月1日-2022年6月30日门诊就诊的312名患者为研究对象,依据2021年7月1日线上门诊服务中心成立前后进行分组,开展门诊线上服务前患者155例为对照组,开展线上服务后患者157例为实验组。对照组以传统方式就诊,实验组采用线上线下门诊服务相结合的方式就诊。比较两组患者门诊满意度、预约检查花费时间、往返医院次数等指标。结果实验组预约检查平均耗时7.72±7.4分钟,对照组平均耗时22.5±26.2分钟,实验组患者预约检查花费时间明显少于对照组患者(P<0.05)。完成本次诊疗,对照组平均往返医院3.17±2.78次,实验组平均2.20±1.82次,实验组明显低于对照组(P<0.05)。两组患者对预约快捷程度、检查预约方式、预约检查花费时间、预约窗口的秩序和环境、检验检查报告查询、预约挂号、门诊服务总体满意度等存在明显差异,实验组满意度高于对照组(P<0.05),实验组比对照组更愿意向亲朋好友推荐医院,(P<0.05)。结论线上门诊服务中心优化了门诊服务流程,缩短了患者预约环节耗时,提高了患者检查的效率,提高患者满意度。

Objectives This study aims to evaluate the effectiveness of the online outpatient service center of a tertiary specialty hospital in Beijing in optimizing outpatient procedures and improving patient satisfaction.Methods 312 patients who visited the outpatient clinic of a tertiary A specialty hospital in Beijing from March 1,2021 to June 30,2022 were randomly selected as the research subjects and were grouped based on before and after the establishment of the online outpatient service center on July 1,2021.There were 155 patients before the outpatient online service was launched as the control group,and 157 patients after the online service was launched as the experimental group.The control group received medical treatment in the traditional way,while the experimental group received medical treatment through a combination of online and offline outpatient services.The two groups were compared on indicators such as outpatient satisfaction,time spent on making appointments for examinations,and the number of trips to and from the hospital.Results The experimental group took an average of 7.72±7.4 minutes to make an appointment for examination,and the control group took an average of 22.5±26.2 minutes.The experimental group patients took significantly less time to make an appointment for examination than the control group(P<0.05).After completing diagnosis and treatment,the control group traveled to and from the hospital an average of 3.17±2.78 times,whereas the experimental group averaged 2.20±1.82 times.The number of visits for the experimental group was significantly lower than that for the control group(P<0.05).There were significant differences between the two groups of patients on the speed of appointment,examination appointment method,examination appointment time,order and environment of the appointment window,examination report inquiry,appointment registration,and overall satisfaction with outpatient services.The experimental group was more satisfied than the control group(P<0.05).The experimental group was more willing to recommend the hospital to relatives and friends than the control group(P<0.05).Conclusions The online outpatient service center optimizes the outpatient service process,shortens the time-consuming process of patient appointment,improves the efficiency of patient examinations,and improves patient satisfaction.