Retrospective analysis of 72 525 outpatient telephone consultations during COVID-19 pandemic / 中华医院管理杂志

ABSTRACT

Objective:To investigate the characteristics, contents and effects of outpatients′ telephone counseling during COVID-19 pandemic, and to promote the development of outpatient service.Methods:Frequency Retrospective analysis was made on contents of such consultations ranging from February to April 2020, to learn their medical consultation, epidemic consultation, outpatient registration and non-attendance consultation, inspection consultation and other 5 aspects.Results:72 525 cases of outpatient telephone consultations were received, and 98.48 percent of the problems had been solved. The evaluation of outpatient satisfaction was as high as 4.60 points. The quantity of consultation at 8-11 am and 14-17 pm on weekdays was the largest. The highest proportion of information content was about COVID-19.Conclusions:Telephone consultation during COVID-19 can not only effectively reduce outpatient visits, but also effectively diverse patient flow and prove conducive to extension services of outpatients in the future.