大型三甲综合性医院数字化一站式自助机应用体会及思考

目的：分析我院数字化建院中开展的自助机服务运行现状，找出改进服务流程的方式和方法，提高自助机的使用率，降低非诊疗时间，增强患者就诊满意度，为开展同类创新管理业务的医院提供参考和对照。方法收集整理2014年第四季度全院挂号信息，剔除其中不使用自助机的急诊挂号信息，进行回顾性分析，利用SPSS18.0分析使用两种方式就诊的患者在年龄、退号率、缴费率等方面的差异。结果自助机的退号率只有1.46%(2796/190976)，远低于窗口12.37%(52497/424459)的退号率，但是平均年龄偏高(58.45岁)。利用自助机缴费的就诊者比例偏低，只有2.21%(13623/615435)，持有医保卡的患者占了自助机使用者的多数，达到95.73%(601812/615435)，高出窗口挂号的医保比例22.12%，不同时间段两者的挂号趋势一致。结论只有加强实时监控，降低故障发生率，优化自助机内外部布局，方便就诊者快速定位选择，改进支付流程及支付方式，指导为主，分时段增减协助挂号志愿者，才能让自助机更好的为就诊者服务。

Experience and reflection on digital one-stop self-service machine in a large general tertiary hospital

Objective To analyze the operation status of digital one-stop self-service machine in our hospital, and to find out the ways and methods of improving self-service process, so as to improve the use rate of self-service ma-chine, reduce the non-treatment time in the treatment process, enhance patient satisfaction, and provide reference and control to carry out similar management business innovation of the hospital. Methods The registration information in the fourth quarter of 2014 were collected and retrospectively analyzed, with the registration information for patients who do not use self-service machines remove. Statistical software SPSS18.0 was used to analyze the differences in age, rate of return, payment rate and other aspects of the use of the two methods of treatment. Results The withdrawal rate of the self-service machine was only 1.46%(2 796/190 976), significantly lower than 12.37%(52 497/424 459) of the win-dow, but the average age of the self-service machine was high (58.45 years old) and the proportion of patients who use the self-service machine is low only 2.21%(13 623/615 435)]. The majority of the self-service machine users were the patients with medical insurance card, accounting for 95.73%(601 812/615 435), which was 22.12%higher than that of the window. The registration trends of the two different time periods are consistent. Conclusion To make the self-ser-vice machine better serve the patients, we should strengthen the real-time monitoring, reduce the failure rate, optimize the internal and external layout, help patients quickly locate the choice, improve the payment process, and increase or de-crease volunteers based on different time periods.