【摘要】 目的 探索智慧门诊服务模式在医院门诊预约诊疗中的实践应用和效果。方法 通过加强医院信息化建设、规范人员培训管理、宣传推广和制定服务评价模式，将手机服务终端APP预约、自助签到预约就诊、检查等智慧门诊服务模式应用到门诊患者就诊全过程中，分析比较应用前后门诊患者的门诊预约就诊情况、患者就诊时间情况以及就医满意度的三方面指标。结果 智慧门诊服务模式应用后，总预约就诊人数和占比均呈现逐步上升趋势；应用后6个月和应用后1年的预约率较应用前差异均有统计学意义(P<0.05);应用后1年的患者就诊等候时间为(28.73±10.89)分钟，较应用前的(22.73±8.73)分钟明显缩短，差异亦有统计学意义(P<0.05);应用后门诊满意率为91.94%,较应用前满意率85.98%差异有统计学意义(P<0.05)。结论 将智慧门诊服务模式应用于医院门诊预约诊疗中能优化门诊就医流程，持续改善患者就医体验，提高患者就医满意度。更多还原

【Abstract】 Objective To explore the practical application and effectiveness of the smart outpatient service model in hospital outpatient appointment diagnosis and treatment.Methods By strengthening hospital information construction, standardizing personnel training and management, promoting and advertising, and developing service evaluation models, smart outpatient service models such as mobile service terminal APP appointment, self-service check-in appointment, examination, etc.are applied to the entire process of outpatient visits.The three indicators of outpatient appointment status, patient visit time, and medical satisfaction before and after application are analyzed and compared.Results After the application of the smart outpatient service model, the total number and proportion of appointments for medical treatment showed a gradual upward trend.The difference in appointment rates between 6 months and 1 year after application was statistically significant(P<0.05)compared to before application.The waiting time for patients one year after application was(28.73±10.89)minutes, which was significantly shorter than before application(22.73±8.73)minutes, and the difference was also statistically significant(P<0.05).The satisfaction rate of outpatient services after application was 91.94%,which was significantly different from the satisfaction rate of 85.98% before application(P<0.05).Conclusion Applying the smart outpatient service model to hospital outpatient appointment diagnosis and treatment can optimize the outpatient medical process, continuously improve the patient’s medical experience, and enhance satisfaction.更多还原