Objective To explore a patient service platform based on patients'mobile terminal covering pre-diagnosis,diagnosis and post-diagnosis,and create a smart service model of"service finders"to enhance patients'medical experience.Methods Based on the centralized thinking,we have built a patient service platform that integrates business,data,status,and operation into a"4M(Mixture)"system.Based on the concept of"service finders",we actively monitor and pay attention to users'behavior,actively explore users'needs,identify users'medical scenarios,manage users'paths to medical treatment,build a"one-thousand-people,one-thousand-faces"user profile,and push personalized service content.It reshapes the whole cycle of medical service process before,during and after consultation,optimizes the medical scene,and provides precise and intelligent services.Results The platform currently has a cumulative total of more than 1.4 million registered user accounts,with more than 80000 daily active users.The platform has been online for 1 year,and the WeChat message push alternative to SMS has reduced the total number of SMS messages by 19.21 million.The percentage of paper report printing has dropped to 38.9%.Conclusion The platform creates a smart service model of"service finders",which is of great significance to enhance patients'medical experience and can provide reference for other hospitals.
NETL
NSTL
万方数据
