Construction and application of elderly service mode in the context of smart outpatient service
10.3760/cma.j.cn111325-20220310-00192
- VernacularTitle:智慧门诊背景下助老服务模式的构建与应用
- Author:
Huaxiu ZHANG
1
;
Xia HUANG
;
Zengwang ZHENG
;
Yiming JIANG
Author Information
1. 南昌大学第一附属医院，南昌 330006
- Keywords:
Health services administration;
Elderly patients;
Smart outpatient clinic;
Elderly assistance;
Outpatient experience
- From:
Chinese Journal of Hospital Administration
2022;38(7):540-543
- CountryChina
- Language:Chinese
-
Abstract:
As intelligent outpatient service comes into being, it is significant to enable the elderlies to leverage such benefits and improve their outpatient experience. A hospital explored an " Orange" heart-to-heart service mode for the elderlies in its outpatient clinics since November 2020. Covering the whole process of elderly outpatients visits in the mode, the following measures were taken, namely the age-appropriate transformation of outpatient self-service equipments, a one-stop medical center for the elderlies to optimize the outpatient flow, and a smart outpatient service station for the elderlies to help them immediately complete or gradually learn related operations on mobile phones and self-service machines. The " Orange" elderly assistance school provides elderlies with popular science education on disease knowledge, and how to use information equipment and medical procedures, effectively improving the experience of elderly outpatients.For example, their waiting time was shortened from(22.56±5.25) minutes before to(13.66±3.65) minutes after, and their overall satisfaction scoring for outpatient experience rose from 3.63 to 4.32 points, and satisfaction rate increased from 78.00% to 93.00%. It can provide reference for improving the outpatient experience of elderlies in the context of smart outpatient visits.
