Construction and application of elderly service mode in the context of smart outpatient service / 中华医院管理杂志

ABSTRACT

As intelligent outpatient service comes into being, it is significant to enable the elderlies to leverage such benefits and improve their outpatient experience. A hospital explored an " Orange" heart-to-heart service mode for the elderlies in its outpatient clinics since November 2020. Covering the whole process of elderly outpatients visits in the mode, the following measures were taken, namely the age-appropriate transformation of outpatient self-service equipments, a one-stop medical center for the elderlies to optimize the outpatient flow, and a smart outpatient service station for the elderlies to help them immediately complete or gradually learn related operations on mobile phones and self-service machines. The " Orange" elderly assistance school provides elderlies with popular science education on disease knowledge, and how to use information equipment and medical procedures, effectively improving the experience of elderly outpatients.For example, their waiting time was shortened from(22.56±5.25) minutes before to(13.66±3.65) minutes after, and their overall satisfaction scoring for outpatient experience rose from 3.63 to 4.32 points, and satisfaction rate increased from 78.00% to 93.00%. It can provide reference for improving the outpatient experience of elderlies in the context of smart outpatient visits.