Service Encounter Optimization Design In Epidemiological Investigation Area Of Fever Clinic

Epidemiological investigation is a method for disease and control prevention,collection,analysis and prediction of relevant information,providing scientific basis for disease prevention and control decision-making,and playing a key role in containing the epidemic.Based on the theory of service encounter design,this study studies the current situation of service encounter in the epidemiological investigation area of fever clinic,aiming to explore the optimal design scheme of service encounter to improve user satisfaction,improve work efficiency,reduce the work pressure of hospital staff and reduce the spread of virus in hospital.Firstly,this study combs the basic theory of service encounter design,summarizes the content,development trend and design process of service encounter design,and lays a theoretical foundation for design practice.Second,conduct field research and user research on the current status of the existing fever clinic epidemiological survey area,analyze problems and explore needs;establish an evaluation system for the encounter design of epidemiological investigation services in fever clinics,evaluate the status quo,find pain points and opportunity points,and generate design positioning and design strategies;thirdly,according to the design positioning and design strategy,the service encounter process optimization design scheme,physical touchpoint optimization design scheme,digital touchpoint optimization design scheme,environmental touchpoint optimization design scheme and interpersonal touchpoint optimization design scheme of the fever clinic epidemiological investigation area are proposed.Finally,the optimal design schemes of service encounter process,physical touchpoint,digital touchpoint,environmental touchpoint and interpersonal touchpoint were tested respectively,and the feedback of front-line staff after use was collected to verify the rationality of the regional service design practice of the epidemiological investigation of fever clinic.It is proved that this optimization scheme can improve the work efficiency and user satisfaction of the epidemiological investigation service of fever clinic.This study summarizes the concept,content,development trend and design process of service encounter design in the study of basic theory.In the study of application theory,the evaluation index and design strategy of service encounter design in the epidemiological investigation area of fever clinic were explored.The feasibility of applying the service encounter design theory to the epidemiological investigation area of fever clinic is proved in the design practice.While expanding the application scope of service encounter design theory,it also solves the problems of low patient satisfaction and low work efficiency in the epidemiological investigation area of fever clinic in domestic hospitals to a certain extent,which has certain practical value.