摘要
目的基于信息传递模型优化“互联网+”母婴居家护理接单流程,观察改善效果。方法成立医院“互联网+”母婴居家护理服务管理小组,开展基于信息传递模型的“互联网+”母婴居家护理接单流程再造。2023年3月至5月的281人次母婴居家护理服务为对照组,2023年6月至8月的378人次母婴居家护理服务为实验组。比较两组接单响应时间、网约护士的满意度、服务复购率以及用户满意度。结果实验组接单响应时间、网约护士满意度、服务复购率均明显提高(P<0.01),用户服务满意度较前提升(P<0.05)。结论基于信息传递模型的“互联网+”母婴居家护理接单流程再造,缩短了“互联网+”母婴居家护理的响应时间,提高了网约护士满意度、服务复购率、用户满意度,为新型服务模式的探索提供依据。
Objective Optimizing the order acceptance process of“Internet+”maternal and infant home care based on information transfer model and observing the improvement effect.Methods The hospital's"Internet+"maternal and infant home care service management team was established to carry out the"Internet+"maternal and infant home care ordering process re-engineering based on the information transfer model.The 281 mother and baby home care services from March to May 2023 were the control group,and the 378 mother and baby home care services from June to August 2023 were the experimental group.To compare the response time of ordering,the satisfaction of online nurses,the repurchase rate of the service and the user satisfaction between the two groups.Results The response time of order taking,satisfaction of online nurses,and service repurchase rate of the experimental group were significantly improved(P<0.01),and the user service satisfaction was improved compared with before(P<0.05).Conclusion The re-engineering of the order acceptance process of"Internet+"maternal and infant home care based on the information transfer model can shorten the response time,improve the satisfaction of online nurses,service repurchase rate,and user satisfaction,and provides the basis for the exploration of new service model.
作者
章敏
孙付坤
蔡玉娟
张丽艳
高春凤
ZHANG Min;SUN Fukun;CAI Yujuan;ZHANG Liyan;GAO Chunfeng(Nursing Department,Jiaxing Maternal and Child Health Hospital,Jiaxin 314000,China;Obstetric Ward,Jiaxing Maternal and Child Health Hospital,Jiaxin 314000,China)
出处
《护理管理杂志》
2025年第5期378-382,共5页
Journal of Nursing Administration
关键词
互联网+护理服务
信息传递模型
导航
流程再造
护理
Internet+nursing service
information transfer model
navigation
process re-engineering
nursing
