微信公众平台优化门诊流程对患者就医时间的影响研究

Effect of Optimized Outpatient Process Based on WeChat Public Platform on Time of Visiting Doctor in Patients

摘要: 目的：分析微信公众平台优化门诊流程对患者就医时间的影响。方法：北京医院自2016年1月起建立“北京医院”微信公众平台，在该平台实现预约挂号、缴费、就诊信息及检查结果实时查询等功能。采取随机抽样调查法选择2016年1月至6月于北京医院门诊就诊的1000例患者，根据挂号方式不同分为微信组(200例)、常规组(800例)。对比两组患者就医时间、投诉率、就诊满意度，并分析各月门诊微信预约情况。结果：微信组挂号、缴费、分诊、候诊、取报告、缴药费时间均比常规组短，差异有统计学意义(P < 0.05)；微信组就诊满意度94.00% (188/200)比常规组81.63% (653/800)高，差异有统计学意义(P < 0.05)；两组拿药时间、投诉率相比，差异无统计学意义(P > 0.05)；自2016年1月启用微信公众平台起，门诊微信预约占比逐渐上升，6月占比最高，为31.43%。结论：微信公众平台优化门诊流程可缩短患者就医时间，提高就诊效率及医患和谐度，缓解“看病难”现状，促使就医环境智能化、人性化、规范化，具有广阔的前景。

Abstract: Objective: To analyze the effect of optimized outpatient process based on WeChat public platform on time of visiting doctor in patients. Methods: Since January 2016, Beijing Hospital has established the “Beijing Hospital” WeChat public platform, which enables functions such as appointment registration, payment, real-time query of medical information and inspection results. A random sample survey was conducted to select 1000 patients who were admitted in the outpatient of Beijing Hospital from January to June 2016. They were divided into WeChat group (200 cases) and routine group (800 cases) according to the registration methods. The time of visiting doctor, complaint rate and treatment satisfaction of the two groups were compared. The appointment of WeChat in each month was analyzed. Results: The time of registration, payment, triage, waiting, getting report, payment time in WeChat group were shorter than the those in routine group (P < 0.05); The treatment satisfaction of WeChat group [94.00% (188/200)] was higher than routine group [81.63% (653/800)] (P < 0.05); There was no statistical difference in the getting medicine time and complaint rate between the two groups (P > 0.05); Since the launch of the WeChat public platform in January 2016, the proportion of appointment for outpatient by WeChat has gradually increased, with the highest proportion in June, at 31.43%. Conclusion: Optimized outpatient process based on WeChat public platform can shorten the time of visiting doctor, improve the efficiency of medical treatment and the harmony of doctors and patients, alleviate the current situation of “the difficulty of getting medical service”, and promote the intelligent, humanized and standardized medical environment, which has broad prospects.