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| Experience of improving the efficiency of medical treatment and the service quality of outpatients with full appointment system under the mode of clinical assistant intervention |
| ZHANG Ying1,2 MIAO Huadong1,2▲ DAI Xiaoya1,2 |
1.Department of Outpatient, Shanghai Proton and Heavy Ion Center, Shanghai 201321, China;
2.Shanghai Engineering Research Center of Proton and Heavy Ion Radiation Therapy, Shanghai 201321, China |
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Abstract Objective To explore the effect of the full appointment system on outpatient medical treatment efficiency and service quality under the clinical assistant intervention mode. Methods A total of 1000 outpatients from Shanghai Proton and Heavy Ion Center from July to December 2019 were selected for the study. According to different pre-examination and triage modes, they were divided into two groups: the intervention group (500 cases, full appointment consultation under the clinical assistant intervention mode) and the conventional group (500 cases, appointment appointment on the online registration platform). The efficiency of pre-examination and subdiagnosis treatment, quality of outpatient service and satisfaction of the two groups were statistically analyzed. Results The outpatients in the intervention group belonged to the proportion of indications were lower than those in the conventional group, the time required for outpatient visits and the waiting time for outpatient visits were longer than those in the conventional group, and the cost of outpatient costs was higher than that in the conventional group, with statistically significant differences (all P ＜ 0.05). The scores of basic service, service attitude, service skill, and nursing care disputes in the intervention group were all higher than those in the conventional group, with statistically significant differences (all P ＜ 0.05). There was no statistically significant difference between the two groups in satisfaction with outpatient service (P ＞ 0.05). Conclusion The full appointment system under the clinical assistant intervention model can improve the medical treatment efficiency and service quality of outpatient pre-examination and subdiagnosis treatment, improve the efficiency of medical treatment and the total cost of social care, and effectively ensure the satisfaction of outpatients. Therefore, it is worth promoting in the full appointment system.
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