Construction of a personalized outpatient service platform based on patient profile in a hospital
10.3760/cma.j.cn111325-20240902-00720
- VernacularTitle:某院基于患者画像的个性化门诊患者服务平台建设实践
- Author:
Jing CHENG
1
;
Gang LI
1
;
Xiaohan HU
1
;
Shuai GE
1
;
Gang YAO
1
Author Information
1. 华中科技大学同济医学院附属同济医院门诊部管理办公室，武汉 430030
- Publication Type:Journal Article
- Keywords:
Outpatient care;
Patient profile;
Outpatient service system;
Outpatient management;
Smart healthcare
- From:
Chinese Journal of Hospital Administration
2025;41(8):599-603
- CountryChina
- Language:Chinese
-
Abstract:
Outpatient services reflect the overall management level of hospitals and is a key link affecting patients′ healthcare experiences. To address the challenges faced by traditional outpatient services and meet patients′ diverse medical needs, a tertiary hospital implemented personalized outpatient services in March 2024. By utilizing information technologies such as big data and artificial intelligence, patient profile and a personalized service knowledge base was constructed, and a personalized outpatient service platform was built (including various functional modules such as intelligent guidance, pre consultation, abnormal indicator management, and full course management, as well as intelligent recommendation engines). This platform could provide personalized health guidance, customer service, and diagnosis and treatment services for outpatient throughout the entire process from pre-diagnosis to post diagnosis.After the launch of the personalized outpatient service platform, patient satisfaction in the oncology and pediatric departments increased from 90% and 86% in May 2024 to 94% and 91% in May 2025, respectively. From May 2024 to May 2025, the intelligent customer service addressed 740 000 patient inquiries, with a resolution rate of 90%. The online conversion rate (the proportion of patients switching from offline visits to online follow-ups relative to the total number of offline visits during the same period) rose from 37% in May 2023 to 43% in May 2025. The platform had enhanced the quality and efficiency of outpatient services, effectively improved patients′ healthcare experiences, and could serve as a reference for other hospitals seeking to upgrade their outpatient services.
