Research On The Services Design Of Medical Consultation

At present,the industrial economy is undergoing a transition to a service economy,and consumers’ demand and awareness of receiving services are becoming more and more mature.With the gradual increase of patients’ awareness of being served,there is still a large gap between the consultation service provided by hospitals and the service expectation of patients,which leads to the increasing rate of hospital complaints year by year.Due to the lack of in-depth investigation of hospital demand for special patients,lack of rational analysis and optimization of specific service process,the existing services and patient expectations appeared deviation hospital visits service should pay attention to the patient’s core requirements,arouse the enthusiasm of stakeholders by the method of service design in order to improve the existing problems in the existing service.The purpose of this paper is to introduce the service design theory into the consultation process of the medical industry and use qualitative and quantitative research methods to investigate the doctors and patients in Anhui province.Analysis of doctors and patients in the interrogation process,this paper summarizes the pain points and through service design visualization tools study of doctors and patients in the interrogation process,according to the different behavior patterns to subdivide the target group for new patients visit doctors in grass-roots hospitals and patients with a large general hospital doctor four groups,and build journey maps of different groups to explore the core of the target user needs.Finally build up the overall framework of special medical service process,by the patient’s physician visits in the service process and dismantling for special interrogation before interrogation after three phases,respectively,to improve before clinical grading diagnosis and treatment in medical clinical medicine after separation of services process optimization strategy,the doctors and patients to the software prototype is constructed to concrete implementation strategies,in order to better help patients and doctors to efficiently complete inquiring service process,improve the patient’s physician visits service experience.