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

DOI: 10.12201/bmr.202505.00046

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  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

  Submit time: 29 May 2025

  Copyright: The copyright holder for this preprint is the author/funder, who has granted biomedRxiv a license to display the preprint in perpetuity.
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