Construction of a New Model of Contactless Medical Services for Outpatients Based on the Project-Achieving Quality Control Circle

Objective: To carry out empirical research on the role of project-achieving quality control circle (QCC) in constructing a new model of contactless medical service for outpatients. Methods: A QCC, consisting of information office members from a grade A tertiary hospital in Wenzhou, was established to conduct a research project with the theme “Constructing a new model of contactless medical service based on outpatients’ experience.” According to the ten steps and PDCA cycle, an analysis was carried out before and after the QCC activities, focusing on improving pre-consultation services, providing steward-like services, and facilitating post-consultation management. Results: After the QCC activities, the mobile appointment rate, missed appointment rate, the proportion of smart check-ins, and the average check-in time were 55.68%, 4.02%, 39.75%, and 8.24 ± 3.66 min, respectively;in contrast, before the activities, they were 32.00%, 7.88%, 0.00%, and 14.96 ± 4.98 min, respectively;the difference between the two groups was statistically significant (χ2 = 3480.112, 4994.496;Fisher’s exact probability = 963788.570;t = 5.323, P < 0.001). Many experts have also visited the hospital to learn about this system, thus rendering social and economic benefits. Conclusion: Project-achieving QCC activities are suitable for complex situations, such as constructing a new model of contactless medical service, and can significantly improve outpatient service quality, enhance patients’ experience, and improve the abilities of circle members.

Effect and satisfaction of outpatient services by precision valuation reservation registration

BACKGROUND Due to improvements in living standards,people are now paying more attention to their health.In China,more patients choose to go to large or well-known hospitals,which leads to constant crowding of outpatient clinics in these hospitals.AIM To establish precision valuation reservation registration aimed at shortening waiting time,improving patient experience and promoting the satisfaction of outpatients and medical staff.METHODS On the basis of the implementation of a conventional appointment system,more reasonable time intervals were set for different doctors by evaluating the actual capacity of each doctor to receive patients,and appointment times were made more accurate through intervention.The change in consultation waiting time of patients was then compared.Correlations between the consultation waiting time of patients and the satisfaction of patients or satisfaction of medical staff were analyzed.RESULTS After precision valuation reservation registration,the average consultation waiting time of patients reduced from 18.47 min to 10.11 min(t=8.90,P<0.001).The satisfaction score of patients increased from 91.33 to 96.27(t=-8.62,P<0.001),and the satisfaction score of medical staff increased from 90.51 to 96.04(t=-10.50,P<0.001).The consultation waiting time of patients was negatively correlated with their satisfaction scores(γ=-0.89,P<0.001).The consultation waiting time of patients was also negatively correlated with medical staff satisfaction scores(γ=-0.96,P<0.001).CONCLUSION Precision valuation reservation registration significantly shortened outpatient waiting times and improve the satisfaction of not only patients but also medical staff.This approach played an important role in improving outpatient services,provided a model that is supported by relevant evidence and could continuously improve the quality of management.Precision valuation reservation registration is worth promoting and applying in the clinic.

The impact of a computerized care records service (CRS) on doctors’ work patterns in urological outpatient clinics

Objective: Government targets to reduce waiting times are putting enormous pressures on outpatient services. The implementation of an electronic care records service (CRS) at our hospital in 2008 has led to widespread press coverage of ensuing chaos in clinical administration. We wanted to know how this new electronic system impacted on our working patterns in outpatient clinics and – more specifically – on the time actually spent with the patients. Material & methods: This study was performed 4 and 12 months after implementation of CRS to assess its impact on the time distribution in clinic. Senior doctors were monitored with a stop clock during consultations. Timings for pre- and post-consultation administration, and the actual consultation with the patient were recorded. A total of 170 consultations were evaluated in this way. Results: The key findings were that the total time needed to spend on a urological outpatient of 16 minutes remains unchanged from the pre-CRS era, but a majority (57%) of this time is spent in administration on the computer without the patient involved. Conclusion: No more than 15 patients should be seen in a 4 hour outpatient clinic per doctor. This recommendation drawn up by BAUS before CRS remains still valid. Patient administration related to the consultation that has previously been done by administrative aides is now to be done by the doctors on the computer in the same consultation session. Intended to streamline patient pathways, this does reduce the quality interaction-time between doctor and patients significantly.

Fever Outpatient Service of General Hospital Applies “1 + 3 + 3” Emergency Management Mode to Deal with COVID-19 Pandemic

Purpose: To discuss the effect of “1 + 3 + 3” emergency management mode to deal with COVID-19 pandemic in fever outpatient service of general hospitals. Method: This paper analyzes and summarizes the problems encountered by fever outpatient service in dealing with the COVID-19 pandemic from three aspects of “One Team”, “Three-Key” Control and “Three Mosts”. Results: The application of “1 + 3 + 3” emergency management mode can effectively boost the orderliness and efficiency of fever outpatient service in dealing with COVID-19 pandemic. Conclusion: The “1 + 3 + 3” emergency management mode provides a new management mode and idea for dealing with COVID-19 pandemic, so the fever outpatient service of general hospitals can better improve the national overall anti-pandemic situation.

Antibiotics prescribed to febrile under-five children outpatients in urban public health services in Burkina Faso

Appropriate use of antibiotics remains critical for success in achieving MDG4. The aim of this study was to investigate antibiotics prescribing practices to febrile under-five children outpatients in urban public health services in a low income country. Methods: From March to April 2013, a cross-sectional epidemiological study of care facilities visit by under-five age, for febrile illness, was carried out in urban health services in Bobo-Dioulasso, Burkina Faso. Patient demographics, diagnoses and medications were recorded. We calculated for each diagnoses several indicators for antibiotics use. Results: Our study showed an over-prescription of antibiotics at the university teaching hospital (78.08%) and at the first level facilities (57.71%) for under-five outpatients for febrile illness. There was evidence of high antibiotic prescription in children with diarrhea (more than 9 on 10 at university teaching hospital of diarrhea cases and 60% at the first level facilities), in children with Upper respiratory tract infections (respectively 60% and 85.2% of cases at university teaching hospital and at the first level facilities) and in children with malaria (respectively 47.5% and 17.6% of cases at university teaching hospital and at the first level facilities). Overuse, misuse and inappropriately prescribed antibiotic coexisted in our results: at university teaching hospital 90.9% of diarrhea cases, 60% of URTI cases,?47.5% of malaria cases received antibiotic prescription;at first level heath care facilities 85.2% of URTI, 17.6% of malaria cases received an prescribed antibiotic and 11.8% of LRTI did not received a prescribed antibiotic. Developing countries have poor access to newer antibiotics and irrational antibiotics use remains a global problem. Overuse and misuse of antibiotics combat, rigorous infectious diseases diagnosis, antimicrobial resistance consequences education of users and health professional’s prescribers, and improved surveillance of antimicrobial resistance, must be strengthened.

How to improve a urology outpatient service? A survey of patient satisfaction

AIM: To investigate and improve our out-patients department patient satisfaction, provide minimum consultation delay and appropriate consultation duration to meet with targets. METHODS: We distributed the modified satisfaction with outpatient service(SWOPS) questionnaires developed for use in Irish hospitals by the Health Services Research between August and December 2012. The patient disclosed their age and sex and completed the modified SWOPS questionnaire anonymously. Every patient was eligible to participate in the study who attended any of the Urology Outpatient Clinics. Patients lacking capacity to consent were excluded. Additionally, each patient was only permitted to complete one questionnaire regardless of repeat attendances within the 4 mo study period. The answers to every question were presented as percentages. One-way ANOVA was used to establish whether there was a significant difference in appointment delay and "Overall Satisfaction"on the different clinic days. The unpaired t-test was applied to establish whether "Overall Satisfaction" was affected by diagnosis(benign or malignant). Paired t-test was used to establish whether "Overall Satisfaction" was affected by appointment delay and appointment length. RESULTS: Three hundred and forty-eight questionnaires were completed with an overall > 65% participation rate. Eighty-one point six percent were male and 18.4% female with a mean age of 65 ± 21 years. Mean delay time was 32 min, which 30.6% stated should be an improvement priority. The delay times for Wednesday(mean 13 min) were significantly(P < 0.05) lower than for other days(mean 36 min). Generally 12-15 min outpatient appointment length is acceptable and adequate for patients as 97.70% suggested, however 31.60% of patients would favour longer duration. Eleven point four nine percent do not want to see different doctors each time, and 31.60% of the patient feel that no change is required. Average satisfaction was 84.65%. There was no significant relationship between satisfaction and clinic day, diagnosis and consultation length, whether the patient was reviewed by a registrar or consultant. Satisfaction was universally high and independent of consultation delay/length and diagnosis. Dissatisfaction in delay times with a significant improvement on Wednesday suggests necessary and achievable improvements. Notably, the Wednesday clinic has less patients per doctor per hour and enforces a 1 patient per 15 min slot with a no over-booking policy. CONCLUSION: Surveying our patient dissatisfaction would require more frequent audits by clinicians to improve patient satisfaction and to achieve better quality of care.

Analysis of the Dilemma and Strategies of Elderly Patients Access to Outpatient Services-Based on the Examples from three Grade A Tertiary Hospitals in Jiangxi Province

Objective:To identify the dilemma of elderly patients’access to outpatient services,develop strategies to improve the environment and functions of the outpatient department,and encourage the elderly to access medical services independently.Methods:By observing and interviewing,this paper studies the environment,behavior,and experiences of elderly patients when accessing medical services,identifies and classifies the key issues,and provides corresponding suggestions.Results:Existing signs and voice prompt systems fail to guide elderly patients to access to medical services;Elderly patients have difficulty in finding places to transit and rest when accessing to outpatient services;Elderly patients have problems in using AI(artificial intelligence)technologies when they access to outpatient services;There are communication barriers between elderly patients and medical staffs.Conclusion:Optimizing the guiding signs and voice prompt systems according to the characteristics of elderly patients;Designing the areas of transition and rest reasonably;Enhancing the ability of elderly patients to use self-service equipment;Promoting the medical treatment process to the elderly in a humanized way.

Analysis of a Questionnaire Survey regarding Current Conditions against Exposure to Anticancer Drugs and Reports of Cancer Chemotherapy at Outpatient Departments in Japan

[Background] Medical staff have many occasions to be exposed to anticancer drugs (ACDs) in the process of performing cancer chemotherapy. Although guidelines for the safe handling of ACDs have been published, actual measures against exposure to ACDs differ between hospitals, and no surveillance data regarding the conditions of each hospital in relation to performing chemotherapy in Japan are available. [Methods] To understand current measures against exposure to ACDs and problems related to cancer chemotherapy at outpatient departments, we conducted a questionnaire survey on doctors, pharmacists, and nurses in 10 leading hospitals for cancer chemotherapy in Japan. [Results] Responses were received from all 10 institutions. The hospital pharmacists prepared all ACDs for outpatients in each institution. All hospitals took basic measures against ACD exposure, such as using personal protective equipment and penetration-resistant waste containers. Conditions against exposure to ACDs generally improved between 2012 and 2015, especially in terms of conveyance of ACDs and use of a closed-system drug transfer device. However, no measures linking ACDs with administration routes or injection sites were commonly taken in any of the hospitals in 2015. [Conclusions] Conditions against ACD exposure improved between 2012 and 2015, possibly because new guidelines were issued. To improve measures for ACD exposure in Japan, preparing more appropriate manuals and offering more opportunities to medical staff for continuing education are considered important.

运用一站式智能导医平台改善患者就医体验

智能导医是医院智慧服务的重要组成部分。上海市胸科医院借助事件驱动和人工智能技术,以微信公众号为载体,构建了一站式智能导医平台,根据不同患者门诊就医需求,制订个体化就医规划,以任务流形式串联各就诊环节,缩短了患者候诊时间,缓解了导医工作压力,改善了患者就医体验。

基于门诊全流程服务管理的提升患者体验实践探索

提升患者门诊全流程就诊体验是改善患者就医感受的重要举措。首都医科大学附属北京同仁医院在持续改善医疗服务的基础上探索建立门诊全流程服务管理体系,通过理念向前服务前置,聚焦患者诊前体验;流程简化智慧引领,优化患者诊中体验;延续诊疗模式创新,提升患者诊后体验。打造现代门诊医疗服务模式,不断满足人民群众日益增长的医疗服务需要。

基于改善患者就医体验的门诊服务模式构建与效果分析

门诊服务质量直接影响患者就医体验。绵阳市中心医院以患者为中心,聚焦就医流程、服务要素、特殊群体就医需求、组织保障等,简化服务流程,优化服务要素配置,满足特殊群体就医需求,实现了门诊服务的精细化管理,改善了患者就医体验。

基于KANO模型的门诊患者全方位全流程服务管理可行性分析

目的选取青岛大学附属医院门诊患者作为调查对象,验证使用KANO模型分析门诊全方位全流程服务内容的可行性及应用效果,以期完善门诊服务质量、提高管理水平及患者满意度。方法应用自行设计的基于KANO模型包含诊前、诊中、诊后3个流程的调查问卷,2023年9月1—25日对青岛大学附属医院336例门诊患者进行全方位全流程的调查,并通过质量属性分类法将全部门诊服务内容分类。结果依照KANO模型,全方位全流程服务内容中期望型需求17项、魅力型需求5项、必备型需求6项、无差异型需求11项。结论在门诊全方位全流程服务过程中,应在确保必备型需求的同时,注重期望型需求的改善,致力于魅力型需求的提升,有助于针对性地改进门诊护理服务过程中的不足,从而更好地满足门诊患者多方面的服务需求,提高患者的满意度,实现门诊医疗服务质量的提升。

MDT模式在门诊情绪障碍患儿中的应用

目的 探讨多学科协作诊疗(multidisciplinary diagnosis and treatment, MDT)模式在儿童门诊情绪障碍患儿中的应用效果。方法 在MDT模式下,收集2021年6月至2022年12月门诊就诊的32例情绪障碍患儿作为观察组,遵从患者意愿将常规模式下2020年11月至2021年5月门诊就诊的68例患儿作为对照组。比较2组人均诊断、检查、缴费、门诊停留时间,并对痊愈率、满意度、重复事件发生率进行比较。结果 观察组患儿人均诊断、检查、缴费、门诊停留时间较对照组明显缩短,差异有统计学意义(P<0.001);重复事件发生率明显低于对照组,差异有统计学意义(χ^(2)=12.337,P=0.001);痊愈率明显高于对照组,效果不明显率低于对照组,差异有统计学意义(χ^(2)=7.449,P=0.014);就诊满意度明显高于对照组,差异有统计学意义(χ^(2)=11.313,P=0.01)。结论 MDT模式简化了儿童门诊情绪障碍患儿就诊流程,降低了就诊过程中重复就诊、门诊误诊、漏诊发生率,可明显提高就诊效率、患者满意度和就诊依从性,有利于情绪障碍患儿的早发现、早诊断、早治疗,能够避免此类患儿因漏诊延误治疗带来的伤害。

某三甲儿童医院门诊多学科协作诊疗特点与服务模式探索

目的:总结儿童专科医院门诊多学科协作诊疗(MDT)的特点,探索适合儿童医院的门诊MDT服务模式。方法:组建门诊多学科会诊专家团队,制定门诊多学科会诊制度与流程图,会诊流程标准化,门诊部设专人负责组织专家开展门诊MDT,建立门诊多学科会诊病例资料库,登记患者姓名、年龄、会诊原因、申请会诊途径、疾病转归等内容。结果:2021年6月至2023年3月共开展门诊MDT会诊220例。年龄段分布特点,大于5岁患儿107例(48.6%),占比最高;从申请门诊MDT原因统计,需要明确诊断150例(68.2%)是门诊MDT申请的首要原因;网络预约205例(93.2%)是最重要途径,现场分诊和首诊科室申请是次要途径;实施多学科会诊前,专科门诊就诊一次病例数123例(55.9%),就诊3次及以上60例(27.3%);患者转归结果显示,120例(54.5%)患儿痊愈,46例(20.90%)患儿治疗后好转;门诊满意度比较,2020-2022年门诊满意度逐年增高(P<0.01);患儿疾病涉及多系统133例(60.5%),疾病涉及一个系统的患儿87例(39.5%)。结论:儿童专科医院门诊MDT能充分发挥各科专业优势,实现跨学科专业互补及优势学科的强强联合,有利于疾病早期发现、精准诊断;“一站式”诊疗服务模式,优化了就诊流程,提高了就诊效率,改善了就医体验,提升了门诊患者满意度。

老年友善门诊多元化管理的研究与分析

目的通过优化老年患者的就医服务模式,方便老年患者就医,提升老年患者就医体验。方法选取就诊济宁医学院附属医院内分泌遗传代谢科、神经内科、心血管内科、消化内科的800例老年患者,根据管理的时间不同分为对照组和观察组。将2021年1—6月管理前,就诊内分泌遗传代谢科、神经内科、心血管内科、消化内科的400例老年患者设为对照组,采用常规老年服务模式;2023年1—6月管理后,就诊内分泌遗传代谢科、神经内科、心血管内科、消化内科的400例老年患者设为观察组,采用友善服务模式。分别从老年患者门诊等待时间和门诊服务满意度比较2组管理效果。结果管理后,观察组门诊等待时间短于对照组,差异有统计学意义(P<0.05);观察组老年患者门诊服务总满意度为97.00%,高于对照组的92.00%,差异有统计学意义(P<0.05)。结论多元化的老年友善门诊服务管理可以缩短老年患者就诊等待时间,提高门诊服务满意度,有效改善老年患者的就医体验。

线上教学联合同伴教育模式在门诊护理中的应用

目的探讨线上教学联合同伴教育模式在门诊护理中的应用效果。方法选取2020年6月—2021年6月在中国医科大学附属盛京医院门诊实习的62名护理实习生作为研究对象,采用随机数字表法分为对照组和实验组,每组31名。对照组仅采用线上教学模式,实验组则采用线上教学联合同伴教育的教学模式。比较两组护理实习生的理论考试成绩、实践考核成绩、核心综合能力及对教学的满意度。结果实验组的理论考试成绩和实践考核成绩均明显高于对照组,差异有统计学意义(P<0.05);实验组各项核心综合能力评分均高于对照组,差异有统计学意义(P<0.05);实验组对教学的总满意度为93.55%(29/31),高于对照组的80.65%(25/31),差异有统计学意义(P<0.05)。结论线上教学联合同伴教育模式应用于门诊护理教学,不仅可以提升护理实习生的理论知识水平和实践能力,还有助于提升其核心综合能力及教学满意度,具有较高的教学推广价值。

三级公立医院绩效考核背景下门诊医疗服务质量提升的实践效果研究

目的通过对内蒙古医科大学第二附属医院三级公立医院绩效考核实施前后门诊医疗服务质量进行对比,分析三级公立医院绩效考核对医院门诊医疗服务质量的影响,并提出改进措施。方法筛选三级公立医院绩效考核实施后2022年1月1日至12月31日及三级公立医院绩效考核实施前2018年1月1日至12月31日的门诊医疗服务质量的门诊运营、门诊预约管理、患者等候时间、门诊医疗安全和患者评价指标,分析三级公立医院绩效考核实施前后门诊医疗服务质量的差异。结果三级公立医院绩效考核实施后门诊总量同比增加11.8%,专家门诊量同比增加63.7%,普通门诊量同比下降45.7%,差异有统计学意义(P<0.05);线上预约挂号数同比增加46.4%,分时段就诊数同比增加41.0%,按时就诊数同比增加43.0%,退号数同比下降95.3%,差异有统计学意义(P<0.05);患者等候时间也都有所降低,差异有统计学意义(P<0.05);门诊医疗安全比较,差异无统计学意义(P>0.05),但是门诊医疗安全管理在逐步完善;门诊患者满意度也有显著提高。结论三级公立医院绩效考核是将各项服务质量进行量化管理,对提升医院门诊服务质量有显著效果。

“6S”管理联合服务流程优化在门诊分诊中的应用研究

目的:探讨“6S”管理联合服务流程优化在门诊分诊中的应用价值。方法:选取2023年3月—2024年3月在我院门诊就诊的160例病人为研究对象,将2023年3月—9月就诊的80例病人纳入对照组,给予门诊分诊常规服务;将2023年10月—2024年3月就诊的80例病人纳入观察组,实施“6S”管理联合服务流程优化,比较两组分诊时间、等待时间、就诊满意度以及护理差错发生率。结果:两组分诊时间、等待时间、满意度、护理差错发生率比较差异均有统计学意义(P<0.05)。结论:“6S”管理联合服务流程优化在门诊分诊中的应用有助于缩短就诊时间,提高就诊满意度,降低护理差错发生率。

基于移动互联网的门诊医疗管理与服务创新研究

目的分析基于移动互联网的门诊医疗管理的应用价值及服务创新。方法选取2019年1月—2022年12月四川大学华西医院门诊20名医务人员为研究对象,按照管理模式不同将医务人员分为对照组(n=10,传统管理模式)和研究组(n=10,移动互联网门诊医疗管理模式),并选取同一时期入院诊疗的100例患者为观察主体,两组各50例。比较两组患者管理前后缴费时间、住院预约时间、退换号率、投诉率、门诊各科室医务人员满意度。结果研究组住院缴费时间、住院预约时间短于对照组,差异有统计学意义(P均<0.05);研究组退换号率与投诉率低于对照组;研究组医务人员满意度为90.00%(9/10),高于对照组的80.00%(8/10),差异有统计学意义(P=0.048)。结论基于移动互联网的门诊医疗管理与服务创新模式的构建可缩短缴费时间与住院预约时间,提高医务人员满意度。

某大型三级医院门诊创新服务的实践探索

随着国民经济的快速发展和新时代医改政策的持续推进,医疗服务模式向“以患者为中心”转变,改善人民群众看病就医体验,是国家深化医药卫生体制改革之必需,也是落实健康中国战略、提升民众满意度的迫切需求。近年来国家出台一系列医改政策文件,对公立医院高质量发展提出新要求,将改善门诊服务水平的重要性提升到一个新的高度。济宁医学院附属医院以患者需求为导向,通过提升服务能力、简化就诊流程、加强智慧门诊建设等一系列门诊管理措施,构建门诊创新服务模式,由粗放式管理向精细化管理转变,提高医院内部的运营管理水平,提升医院核心竞争力,助力医院智能、高效、人性化发展,从而进一步提高服务效率和患者满意度,可为大型三级医院门诊管理提供参考。