1. 'Without the need for a second visit' initiative improves patient satisfaction with updated services of outpatient clinics in China
- Author
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Hong-Fang Zhang, Jun Zhang, Yaoqiang Du, Haihui Pan, Dongsheng Huang, Qiang He, Shuning Liu, Jian Shen, Zhi-Qiang Wu, Liangming Nie, and Yan Sun
- Subjects
China ,Outpatient Clinics, Hospital ,media_common.quotation_subject ,Outpatient service ,Health informatics ,Ambulatory Care Facilities ,Health administration ,Patient satisfaction ,Health care ,Outpatients ,Medicine ,Outpatient clinic ,Humans ,media_common ,Retrospective Studies ,Service (business) ,business.industry ,Health Policy ,Nursing research ,lcsh:Public aspects of medicine ,lcsh:RA1-1270 ,Payment ,medicine.disease ,Patient Satisfaction ,Without the need for a second visit (WNASV) ,Medical emergency ,business ,Research Article - Abstract
Background To implement the “without the need for a second visit” (WNASV) initiative in our hospital by optimizing the outpatient clinic services via an upgraded information system, in order to increase the quality of outpatient medical services and improve patients’ satisfaction. Methods An Internet-based care delivery approach was developed and applied to improve the delivery of health care services, simplify the treatment process, and reduce patient waiting time. The patient waiting time and consultation time in the outpatient clinics of our hospital during the peak service intervals and the proportions of various payment methods for outpatient services during the period from May 2017 to September 2019 were retrospectively analyzed. Also, the patients’ satisfaction with the outpatient process was surveyed. Results The waiting time for consultation was shortened from 32.25 min to 28.42 min; the consultation time was shortened from 6.52 min to 3.15 min; and the waiting time for payment decreased from 7.40 min to 4.31 min. The proportion of payment via a counter was reduced from 86.80 to 21.79%, the proportion of self-service payment increased from 9.99 to 16.05%, and the proportion of payment during a consultation increased from 3.21 to 61.91%. The scores of the patients’ satisfaction with the outpatient services increased from an average of 89.10 points in 2017 to an average of 90.26 points in 2019. Conclusion The continuous improvement of the service process markedly increases the efficiency of the outpatient services, and effectively improves patient’s satisfaction with the outpatient process, this initiative thus deserves further application.
- Published
- 2021