Research On The Optimization Of Outpatient Whole Process Intelligent Service In Public Hospitals Based On Patient Experience

【Purpose】The purpose of this study is to build an evaluation index system for the experience of outpatients with intelligent services in public hospitals,assist medical and health management institutions to conduct scientific evaluation on the outpatient intelligent services in public hospitals,so as to improve the level of outpatient intelligent services in public hospitals and enhance the medical experience of outpatients.【Methods】Firstly,this study clearly defines the connotation and extension of the experience of intelligent service patients in public hospitals by combing and analyzing relevant policies and literature;Then,a patient experience evaluation scale suitable for outpatient intelligent service of public hospitals in China was developed;Secondly,taking the outpatients of T hospital in Wuhan as the survey object,we carried out an evaluation survey on the experience of outpatients with intelligent services in public hospitals;Thirdly,we conducted in-depth interviews with the hospital information department and management department to clarify the deep-seated reasons for the differences in the experience evaluation of T hospital outpatient intelligent service patients under different demographic characteristics and different medical characteristics;Finally,based on the results of patient experience survey and in-depth interview of outpatient intelligent service obtained in the early stage,the optimization strategy of outpatient intelligent service based on patient experience is proposed.【Results】(1)We have developed a public hospital outpatient intelligent service patient experience evaluation scale,including 5 first-class indicators and 19 second-class indicators.The exploratory factor analysis was carried out to obtain five first-class indicators α The coefficients were 0.831,0.847,0.843,0.851 and 0.877 respectively,indicating that the scale has good internal consistency;Through confirmatory factor analysis,the Cmin / DF is 2.03,less than 3,indicating that the questionnaire has a good fitting effect on the data;The RMSEA value is 0.051,less than 0.08,indicating that the scale has good adaptability;The GFI value is 0.794,the CFI value is 0.813,the TLI value is 0.807,and the RMR value is 0.033.The above values all meet the reasonable standard.The ave values of the five first-class indicators are all greater than 0.5,indicating that the convergence validity and discrimination validity of this scale are good.(2)It was found that the experience scores of outpatients of different ages and different educational levels on the intelligent service platform of public hospitals were statistically different(P<0.05);There was no significant difference in the scores of outpatients with different health conditions,different occupations and different departments on the various indicators of the experience of outpatients with intelligent services in public hospitals(P>0.05).(3)According to the results of Kano model analysis and better worse coefficient calculation,providing wechat and app smart services for patients can improve patients’ experience satisfaction by 91%,and providing sufficient number sources and message consulting can improve patients’ experience satisfaction by 89%;If the hospital can not guarantee the personal privacy and property safety of patients,the patient’s experience satisfaction will be significantly reduced by 79%.If the hospital can not use wechat and other smart services to complete the inspection and payment,and the drug collection and payment,the patient’s experience satisfaction will be reduced by 78%.【Conclusion】The research shows that the scale is scientific and applicable,and has good convergence validity and discrimination validity.At the same time,it was found that(1)The hospital did not realize the intelligence of all the functions of the medical process;(2)Patients have long queuing time and poor medical experience;(3)There are differences between the intelligent service of the medical insurance outpatient department of the hospital and the payment logic of the offline window;(4)Hospital his system,self-service machine and app often have problems of different degrees;(5)The development of medical specialization has led to the inability of outpatients to accurately find the required specialty,which is the deep-seated reason for the difference in the experience evaluation of outpatients in T hospital.According to the results of patient experience evaluation survey and in-depth interview,the optimization strategy of outpatient intelligent service in public hospitals based on patient experience is proposed,which includes:(1)Paying attention to the construction of outpatient intelligent service in hospitals,and strengthen the intelligent payment service for severe and chronic diseases;(2)Strengthen the use of network information to ensure the safety of patients’ property and privacy;(3)Improve the functions of the hospital intelligent service platform,and carry out corresponding high-quality services for different groups.