摘要
目的了解新冠肺炎疫情下某综合医院智慧化门诊运行情况,提出在新发重大传染病下完善门诊自助流程,提升患者就医感受,降低交叉感染风险的意见和建议。方法收集2019年2月和2020年2月样本医院自助机、人工窗口办理业务量数据,运用观察法、知情人访谈法、描述性分析、χ^2检验、独立样本秩和检验等方法对数据进行分析。结果2019年2月和2020年2月门诊自助机挂号取号业务使用率分别为77.67%、82.48%,差异有统计学意义(χ^2=376.3,P<0.05),缴费业务使用率分别为52.74%、39.30%,差异有统计学意义(χ^2=1898.8,P<0.05),建卡业务使用率分别为61.22%、44.44%,差异有统计学意义(χ^2=110.9,P<0.05)。与2019年同期相比,人工窗口办理各种业务中,缴费、挂号取号、特病收款业务比例上升,建卡、退号、退费、退卡内余额、退卡业务比例下降,充值业务比例基本无变化。2019年2月人工窗口排队时间为(414.32±251.40)s,高于2020年2月(135.99±85.51)s,差异有统计学意义(H=14.500,P<0.05)。2019年2月自助机排队时间为(85.71±45.90)s,2020年2月未出现排队现象。结论门诊自助服务已初步具备替代人工窗口条件,在新发重大传染病疫情下,尚需进一步完善自助机功能,为疫情防控进一步提供有力支持。
Objective To understand the operation of the intelligent outpatient clinic of a general hospital during COVID-19,and to make suggestions for improving the outpatient self-service process and patients′experience in emerging infectious diseases,and reduce the risk of cross infection.Methods Collected data on the business volume of self-service machines and registrations in February 2019 and February 2020,and analysed by the observation method,insider interview,operation descriptive analysis,Chi-square test,rank sum test of independent samples,etc.Results In February 2019 and February 2020,the utilization rates of registering and getting numbers services by outpatient self-service machines were 77.67%and 82.48%,the difference was statistically significant(χ^2=376.3,P<0.05),the payment service utilization rates were 52.74%and 39.30%,the difference was statistically significant(χ^2=1898.8,P<0.05),and establishing-card utilization rates were 61.22%and 44.44%,the difference was statistically significant(χ^2=110.9,P<0.05).Compared with the same period of 2019,the proportion of payment,registering and getting numbers,and special disease paying services increased.The proportion of establishing-card,number refund,fee refund,balance within card refund,and card refund services decreased.The proportion of recharge business remained basically unchanged.The queuing time of registrations in February 2019 was(414.32±251.40)s,which was higher than the(135.99±85.51)s in February 2020,and the difference was statistically significant(H=14.500,P<0.05).The queuing time of self-service machines in February 2019 was(85.71±45.90)s,and there was no queuing phenomenon in February 2020.Conclusions Outpatient self-service has initial conditions of replacing the registrations operated by staff.In the emerging infectious diseases,it′s necessary that the function and safety of self-service machines need to be further improved,in order to prevent and control the epidemic.
作者
李晓轩
吴丽青
刘冲
田昕
LI Xiao-xuan;WU Li-qing;LIU Chong(Tongzhou District General Management Office,Beijing Friendship Hospital,Capital Medical University,Beijing 100050,China;Department of Financial,Beijing Friendship Hospital,Capital Medical University,Beijing 100050,China;不详)
出处
《临床和实验医学杂志》
2020年第10期1019-1022,共4页
Journal of Clinical and Experimental Medicine
关键词
传染病
新出现
门诊医疗
自助装置
综合医院
Communicable diseases
emerging
Ambulatory care
Self-help devices
General hospitals
