通讯作者: 张凡君, 332685165@qq.com

DOI：10.12201/bmr.202505.00046

An empirical study on the optimization of outpatient treatment process for elderly patients with chronic diseases based on hospital public account and DEA model

• 摘要：【摘要】目的：概述基于医院公众号的门诊老年慢病就诊流程优化方案，并以高血压患者为例基于DEA模型进行实证研究，分析门诊老年慢病就诊流程优化对患者就诊时间、满意度、投诉率的影响。方法：采用回顾性分析的方法，以2020年12月为节点，2020年12月以前进行常规就诊流程，并将其作为常规流程组，2020年12月以后采用基于医院公众号优化的门诊流程，将其作为流程优化组，比较两组挂号、分诊、候诊、拿药、缴药费、缴费、取报告时间以及满意度、投诉率。结果：流程优化组挂号时间（1.65±0.45）min、分诊时间（13.48±2.68）min、缴费时间（1.49±0.31）min、候诊时间（22.46±4.83）min、缴药费时间（1.32±0.27）min、取报告时间（38.95±4.45）min均短于常规流程组（P＜0.05），对就医流程满意度评分（92.46±2.48）分、挂号便捷满意度评分（92.58±2.31）分、医疗服务态度满意度评分（93.74±2.62）分、便民服务满意度评分（94.15±2.32）分、门诊环境满意度评分（92.17±2.11）分均高于常规流程组（P＜0.05），投诉率（0.00% vs 8.57%）低于常规流程组（P＜0.05）。同时，两组预约交易次数虽呈月上升趋势，但两组预约次数存在差异性（P＜0.05）。经DEA模型分析，流程优化组，技术效益值为1的决策单元有66个，规模效益44个，综合效益44个。常规流程组，技术效益值为1的决策单元有35个，规模效益16个，综合效益16个。流程优化组的技术效益TE、综合效益OE、DEA强有效高于常规流程组，就医流程、医疗服务态度、挂号便捷、便民服务满意度投入冗余率低于常规流程组。结论：门诊老年慢病患者通过医院公众号优化的就诊流程，就诊时间缩短，满意度提高，投诉率降低。该优化方案临床应用价值显著，适合在更多医院推广。

  关键词： 【关键词】医院公众号；门诊；就诊；流程；高血压; ; ; ; 

   

  Abstract: Abstract Objective:This paper summarizes the optimization scheme of outpatient chronic disease treatment process for the elderly based on the hospitals official account, and takes hypertension patients as an example to conduct empirical research based on DEA model, and analyzes the influence of outpatient chronic disease treatment process optimization on patients treatment time, satisfaction and complaint rate.Methods: Using a retrospective analysis method, with December 2020 as the reference point, the routine medical process before December 2020 was conducted and treated as the standard process group. After December 2020, the outpatient process optimized based on the hospitals official account was adopted and treated as the process optimization group. The comparison focused on the time for registration, triage, waiting, medication pickup, payment of drug fees, bill submission, report collection, as well as satisfaction and complaint rates.Results: The registration time (1.65±0.45) min, triage time (13.48±2.68) min, payment time (1.49±0.31) min, waiting time (22.46±4.83) min, medication fee payment time (1.32±0.27) min, and report collection time (38.95±4.45) min for the process optimization group were all shorter than those of the conventional process group (P<0.05). The satisfaction scores for medical service process (92.46±2.48), registration convenience (92.58±2.31), medical service attitude (93.74±2.62), public service convenience (94.15±2.32), and outpatient environment (92.17±2.11) were all higher than those of the conventional process group (P<0.05). The complaint rate (0.00% vs 8.57%) was lower than that of the conventional process group (P<0.05). Additionally, although the number of appointment transactions showed an increasing trend over time in both groups, there were differences in the number of appointments between the two groups (P<0.05). According to the DEA model analysis, in the process optimization group, there are 66 decision units with a technical benefit value of 1, 44 with scale benefits, and 44 with overall benefits. In the conventional process group, there are 35 decision units with a technical benefit value of 1, 16 with scale benefits, and 16 with overall benefits. The technical benefit TE, overall benefit OE, and strong effectiveness of DEA in the process optimization group are higher than those in the conventional process group. The redundancy rate of investment in medical procedures, service attitude, registration convenience, and public service satisfaction is lower than that in the conventional process group.Conclusion:The elderly patients with chronic diseases in the clinic have shortened the consultation time, improved the satisfaction and reduced the complaint rate through the optimized consultation process of the hospitals official account. The clinical application value of this optimization scheme is significant and suitable for promotion in more hospitals.

  Key words: Key words Hospital public account; outpatient service; medical treatment; process; hypertension

  提交时间：2025-05-29

  版权声明：作者本人独立拥有该论文的版权，预印本系统仅拥有论文的永久保存权利。任何人未经允许不得重复使用。
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• 序号	提交日期	编号	操作
  1	2025-05-09	bmr.202505.00046V1	下载

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