Harith A K, Arora N C, Chopra Sanjiv, Malik A
Classified Specialist (Pathology and Biochemistry), Base Hospital, Delhi Cantt 110010, India.
Dean, Army College of Medical Sciences, New Delhi 110010, India.
Med J Armed Forces India. 2016 Dec;72(Suppl 1):S46-S49. doi: 10.1016/j.mjafi.2016.02.009. Epub 2016 Apr 16.
One of the common problems faced by patients in any government hospital is the fact that they do not get the results of the laboratory investigation ordered on them at the proper time. While the issues of quality control in laboratory have been adequately addressed by most of the hospital laboratories, the practice of issuing results to the patient in most hospitals is manual and this adds the element of human errors involved in retrieval and issue of the results to them. Hence an attempt was made to send the laboratory results as short message service (SMS) to the patients.
The project was started for haematology and biochemistry reports as they comprised most of the bulk of investigation ordered on patients. In-house modules were developed using MS Access for the data-entry of the haematology and biochemistry results. The results were then mapped to the patients' name and telephone. Services of an SMS gateway firm were used to then send the results to the patient in the form of SMS.
On an average 150 haematology and 250 biochemistry results are being sent daily to different patients. The cost of sending one SMS is approximately Rs. 0.10. This has resulted in a significant improvement of clientele satisfaction.
Sending laboratory reports as SMS to patients is an easy, efficient and economical way to reach out to the clientele and improve their satisfaction. The method can easily be duplicated in other hospitals also.
在任何一家政府医院，患者面临的常见问题之一是他们无法在适当时间拿到为其安排的实验室检查结果。虽然大多数医院实验室已充分解决了实验室质量控制问题，但大多数医院向患者发放检查结果的做法仍是人工操作，这增加了结果检索和发放过程中人为出错的因素。因此，有人尝试通过短信服务（SMS）向患者发送实验室检查结果。
该项目针对血液学和生物化学报告启动，因为这些报告占患者所做检查的大部分。使用微软Access开发了内部模块，用于录入血液学和生物化学检查结果。然后将结果与患者姓名和电话进行匹配。接着利用短信网关公司的服务，以短信形式将结果发送给患者。
平均每天向不同患者发送150份血液学检查结果和250份生物化学检查结果。发送一条短信的成本约为0.10卢比。这显著提高了患者满意度。
通过短信向患者发送实验室报告是一种简单、高效且经济的方式，可以联系患者并提高他们的满意度。这种方法在其他医院也很容易复制。
