Exploration of integrating outpatient services in improving patients′ medical experience
10.3760/cma.j.cn111325-20240304-00146
- VernacularTitle:基于提升患者就医体验的门诊服务融合实践
- Author:
Xiaoyun YE
1
;
Lili ZHANG
1
;
Weiya CHEN
1
;
Minglan ZHU
1
;
Jinxia CHEN
1
;
Suhua FANG
1
;
Tuoyuan YAO
1
Author Information
1. 浙江大学医学院附属第二医院客户服务中心，杭州 310009
- Publication Type:Journal Article
- Keywords:
Outpatient service;
Integrating;
Patient experience;
Complaint;
Satisfaction
- From:
Chinese Journal of Hospital Administration
2024;40(10):809-812
- CountryChina
- Language:Chinese
-
Abstract:
To enhance patients′ medical experience, a major Grade-A tertiary hospital has chosen its cardio-cerebrovascular disease branch with excellent specialty and prominent aging problems for innovative outpatient service systems. It created a comprehensive outpatient nursing post that integrated multiple departments of outpatient services, providing outpatient nursing services and related medical services such as outpatient office, medical insurance, and finance. By breaking the limitations of professional services, adjusting the outpatient service space, establishing standardized personnel training, assessment, and incentive mechanisms, and establishing an effective quality management system, the patients could complete all medical services without leaving the consultation area. The processing time for comprehensive patient services has been shortened from around 10 min to 1~5 min. In 2023, the complaint rate of the outpatients in the cardio-cerebrovascular disease branch was 0.89 times per 10 000 people, lower than the average of 1.37 times per 10 000 people in the entire hospital. The average satisfaction score of the outpatients from the branch was 93.9 points, higher than the 89.6 points of the entire hospital, achieving satisfactory results.
