Research On Optimization Of "Internet+" Mode In Hospital Outpatient Service Process

[Purpose] With the continuous expansion of Internet technology in various fields and industries,the "Internet +" concept and technology have gradually demonstrated their strong vitality in the medical field,providing a key platform for hospitals to improve work efficiency and improve patient experience.Facing the "three longs and one short" phenomenon of hospital outpatients,this thesis through reforms and innovations,optimizes the outpatient service process to reduce the waiting time and waiting distance for patients,and improves patient satisfaction with the outpatient process.[Methods] In this paper,methods such as investigation,system analysis,and comparative analysis are used.Taking "patient service experience" as the central idea,with the help of Internet + technology,through the enrichment of registration forms,the introduction of special clinics,the use of mobile payment,the merger of payment procedures,the introduction of cloud hospital diagnosis and treatment services,the establishment of electronic medical records,and the optimization of hospital layout measures are used to solve the redundant links and procedures in the current outpatient procedure of A Hospital.Based on the basic data of the hospital outpatient service process before and after the implementation of the Internet + technology business process reform(with June as the boundary)in 2019,we investigated the waiting time,the number of settlements and user satisfaction.Among them,the settlement data comes from the statistical results of the hospital background,and the survey of satisfaction and waiting time is carried out by issuing questionnaires for patients.A comparative analysis of the proportion of hospital visits and settlements,waiting time in line,and patient satisfaction was performed.Statistics were made on the proportion of visits and settlements and queue waiting time.[Results] After analyzing the current status of the outpatient process of A Hospital,the process optimization plan was designed according to the process optimization goal of outpatient satisfaction.Outpatient service process optimization design plan mainly includes: appointment registration process optimization,payment process optimization,waiting and inspection process optimization,overall layout optimization,etc.The outpatient consultation process has been reduced from the original 11 links to the current 5 links.In addition to the necessary links for inspection,diagnosis,and medication,there are registration and waiting links,saving 10 hospital staff,and it can diagnose more than 15% of patients with obvious benefits.After the implementation of the process optimization program,the patient-to-diagnostic settlement volume showed a gradual increase,and the average peak visit time was shortened from 9.0min to 3.5min;the queuing time of the artificial charge window in the peak period was shortened from 9.0min to 3.5min,the fastest 3.2min;Patient satisfaction survey data shows that patients’ satisfaction in the outpatient registration,doctor’s consultation,outpatient payment,and outpatient medication collection have all increased to varying degrees,and the overall medical satisfaction has increased from 32% before the transformation to 42% after the transformation.Patient satisfaction has improved significantly.[Conclusions] The continuous improvement of the Internet outpatient service process by the Internet + technology can significantly improve the efficiency of hospital outpatient work,and can effectively improve the patient’s satisfaction with the outpatient process.