Optimal Design Research On Appointment Registration System Based On Service Design Theory

As the growth of number of population,the intensification of aging process,the rising trend of chronic diseases and the improvement of people’s health consciousness,the demand for medical services is also increasing,and health care has gradually begun to be concerned.However,since hospitals are constrained by efficiency-oriented and cost-saving,they still maintaining "characterless" mass-produced services.The problem of “three-long-and-one-short”(long queue time,long inspection time,long pay time,and short treatment time)is serious which strained doctor-patient relationships and cause disputes frequently.Appointment registration service helps patients reserving online and reduce queuing frequency,which is an important part of improving patients’ medical experience and enhancing their sense of acquisition.Besides,it is also an important measure for the implementation of digital medical treatment in China.This paper adopts literature research methods,investigation and research methods,case analysis methods and multi-discipline crossover methods,etc.According to the demand-oriented and problem-oriented path.First beginning from elaborating and understanding the relevant theories of service design.And then studying around the problems encountered by patients in the appointment registration stage.Also conduct research on both doctors and patients,analyze patients’ behavior patterns,bad experiences and expectations.On top of that,construct a user experience journey map,dissect the status quo of doctor-patient service exchange,and summarize the factors needed by doctors and patients.Above all,from the inefficiency of service content,the defect of the service carrier and the fragmentation of service system,locate the failure point of the current appointment registration service system and analyze the reasons.In order to provide a systematic,feasible and long-term optimization orientation for the future reservation registration system,the author proposes a series of optimization design strategy and actual contact optimization suggestions.Try to promote the transition of hospital from "doctor-oriented" to "patient-oriented",from “modular services” to “overall services”,from “management decisions” to “big data decisions”,from “homogenized services” to “personalized services”,from “diagnosis of complete life cycle thinking” to “service iterative thinking”.And then build a more intelligent,user-friendly,and highly efficient appointment registration service system for hospitals,deliver more convenient and comfortable appointment registration services for patients.Provide methods and cases of applying service design theory in public health field.Also hope to play a reference role in the application of service design theory in public medical services and even social public affairs in the future.