The Practice of Building an Online Outpatient Service Center
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.
万方数据
维普
