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上海儿童医学中心使用微信呼叫系统改善门诊服务。

Improvement in outpatient services using the WeChat calling system in the Shanghai Children's Hospital.

作者信息

Wu Dan, Cui Wenbin, Wang Xiulian, Huo Yanyan, Yu Guangjun, Chen Jinjin

机构信息

Dan Wu, Shanghai Children's Hospital, Affiliated to Shanghai Jiaotong University School of Medicine, Shanghai 200062, P.R. China.

Wenbin Cui, Shanghai Children's Hospital, Affiliated to Shanghai Jiaotong University School of Medicine, Shanghai 200062, P.R. China.

出版信息

Pak J Med Sci. 2021 Jul-Aug;37(4):993-1000. doi: 10.12669/pjms.37.4.4301.

DOI:10.12669/pjms.37.4.4301
PMID:34290772
原文链接:https://pmc.ncbi.nlm.nih.gov/articles/PMC8281187/
Abstract

OBJECTIVES

We explored the utility of WeChat applet as part of the Outpatient Department (OPD) to provide patients with timely queuing information and compared it with the traditional calling system.

METHODS

Data for the WeChat calling system was extracted for the period of May 2018 to September 2018. Data for the traditional system was extracted for the same period from the year 2017. We compared the effective patient waiting time and nurse idle time i.e. nonproductive time spent on factors outside of employees' control with the two systems. We also analyzed the relationship between the length of waiting time and conflicts between doctors and patients.

RESULTS

The mean wait time for the traditional calling system was 126 minutes, while the average idle time for nurses was 96 minutes/day. On the other hand, the mean wait time for the WeChat calling system was 33 minutes, and the average idle time for nurses was 72 minutes/day. The incremental profit (cost of traditional calling system - cost of WeChat calling system) achieved from switching systems was 13,879 yuan/month. Behavioral observations showed that wait time (OR=2.745, 95%CI 1.936~3.892 P<0.0001) was a risk factor for staff-patient conflict.

CONCLUSION

The cost of the WeChat calling system was significantly lower than the traditional system. Also, the traditional calling system was time-consuming. Longer waiting time was the main factor affecting OPD quality and caused conflicts between doctors and patients.

摘要

目的

我们探讨了微信小程序作为门诊部（OPD）一部分为患者提供实时排队信息的效用，并将其与传统呼叫系统进行比较。

方法

提取2018年5月至2018年9月微信呼叫系统的数据。传统系统的数据则从2017年同期提取。我们比较了两种系统下患者的有效等待时间和护士的空闲时间，即因员工无法控制的因素而产生的非生产性时间。我们还分析了等待时间长度与医患冲突之间的关系。

结果

传统呼叫系统的平均等待时间为126分钟，而护士的平均空闲时间为96分钟/天。另一方面，微信呼叫系统的平均等待时间为33分钟，护士的平均空闲时间为72分钟/天。切换系统所实现的增量利润（传统呼叫系统成本 - 微信呼叫系统成本）为13879元/月。行为观察表明，等待时间（OR = 2.745，95%CI 1.936~3.892，P<0.0001）是医患冲突的一个风险因素。

结论

微信呼叫系统的成本显著低于传统系统。此外，传统呼叫系统耗时较长。较长的等待时间是影响门诊部质量的主要因素，并导致医患冲突。

https://cdn.ncbi.nlm.nih.gov/pmc/blobs/8db0/8281187/f63a281320ae/PJMS-37-993-g005.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/8db0/8281187/6e313ea6f3ee/PJMS-37-993-g001.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/8db0/8281187/5c9de69d0a16/PJMS-37-993-g002.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/8db0/8281187/952dea46c434/PJMS-37-993-g003.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/8db0/8281187/f7b6dd062cf2/PJMS-37-993-g004.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/8db0/8281187/f63a281320ae/PJMS-37-993-g005.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/8db0/8281187/6e313ea6f3ee/PJMS-37-993-g001.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/8db0/8281187/5c9de69d0a16/PJMS-37-993-g002.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/8db0/8281187/952dea46c434/PJMS-37-993-g003.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/8db0/8281187/f7b6dd062cf2/PJMS-37-993-g004.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/8db0/8281187/f63a281320ae/PJMS-37-993-g005.jpg

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